Senior Financial Inclusion Advisor - Fixed term contract 10 months in Teddington

As part of our Financial Services team, you’ll help customers navigate the application process for claiming benefits and support your team to deliver a seamless customer experience. This includes providing guidance that enables customers to maximise their income, manage rent payments and sustain their tenancies.

You’ll support customer-facing teams by providing information and training on financial inclusion products and legislative changes. You’ll manage the Universal Credit Landlord Portal by reporting changes in customers' housing costs. By working closely with stakeholders such as Citizens Advice, Local Authorities, Department for Work and Pensions, support agencies and other social housing providers you’ll take the lead on financial inclusion campaigns and attend meetings as required.

Managing a small team, you’ll conduct performance reviews and set standards, objectives and targets for them, whilst having regular development and wellbeing conversations in line with RHP values and behaviours.

What you’ll do

• Provide information, training and support to customer-facing teams on financial inclusion products and legislative changes.
• Lead on financial inclusion campaigns and the development of financial services, providing information to support strategy and action plans.
• Resolve complex welfare benefit queries, including representing customers at review, appeal and tribunal level.
• Make sure the annual rent increase process for Universal Credit customers is managed effectively minimising any loss of rental income.
• Develop and maintain positive links with external partner agencies (including Department of Work & Pensions, local authorities, Job Centre Plus, Housing Associations & support agencies) to strengthen partnership working and explore opportunities for targeted support for customers.
• Contribute to data reporting, identifying performance trends and creating action plans that improve rental income collection.
• Provide support with grant and benefit applications and financial support packages.
• Identify customers in need of specialist money advice and refer to external partner agencies.
• Communicate financial products available to customers that support with rent and arrears payments.
• Manage calls into the team through the rent direct telephone call queue.
• Maintain and proactively update our Financial Support page on the website, showcasing available support for customers.

How you’ll do it (Qualifications)

• Working in an administrative or customer service role.
• A sound knowledge of benefits available to customers on low incomes.
• Using CRM (or equivalent), digital systems and data to drive service improvements.
• Using wise judgment and decision-making to resolve queries quickly and effectively without overcomplicating things.
• Negotiation and problem solving.

It'd blow us away if you had:

• Early arrears performance management.
• Using data to understand performance trends.

Key behaviours we expect

• Role modelling our values: We know our stuff / We make it happen / We care.
• Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
• Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Demonstrating great interpersonal skills to build confident, collaborative working relationships with a range of stakeholders and external support agencies.
• Taking pride in being organised, prioritising tasks to meet deadlines and building trust by doing what you say you will.
• Taking ownership and being tenacious to make things happen. Showing great judgement when faced with ambiguous, complex or conflicting information.
• Being the best version of yourself in every situation and showing resilience, even when it’s tough.
• Being self-motivated and able to work without close supervision.
• Conduct performance reviews and set standards, objectives and targets for direct reports. Having regular development and wellbeing conversations in line with RHP values and behaviours.
• Be a great team player, doing what it takes to deliver great service and keep the business moving forward.