At a Glance
- Tasks: Support customers with income-related queries and ensure they receive the right advice.
- Company: Join Yorkshire Housing, a team dedicated to making a difference in people's lives.
- Benefits: Enjoy 26 days annual leave, health perks, and a pension scheme with matching contributions.
- Other info: Inclusive workplace that values diversity and offers excellent career growth opportunities.
- Why this job: Be a key player in helping customers manage their finances and improve their lives.
- Qualifications: Great communication skills and a passion for helping people are essential.
The predicted salary is between 29096 - 35562 £ per year.
We’re looking for an Income and Advice Support Officer to join our Income Team and help us deliver a proactive, customer-focused service for Yorkshire Housing customers. This is a brilliant role if you’re great with people, confident with admin and numbers, and enjoy making sure customers get the right support at the right time.
You’ll be one of the first points of contact for income-related queries, helping to triage enquiries, keep information accurate, and support customers with practical, helpful advice.
What you’ll be doing:
- Acting as an initial contact for income-related queries and making sure they reach the right person.
- Supporting the collection of rent and other debts while promoting our Rent on Time approach.
- Support Enforcement Officers with court applications, case preparation, and a range of administrative tasks to ensure efficient case management and legal compliance.
- Assist in the planning and delivery of rent collection campaigns, contributing to a proactive approach to income recovery and tenancy sustainment.
- Helping customers agree affordable and sustainable payment plans.
- Managing customer contact through calls, emails, texts and our self-serve portal.
- Working with colleagues and external agencies, including DWP and Housing Benefit, to support customers and protect Yorkshire Housing’s income.
- Spotting when customers may need extra help and making sure they’re signposted to the right internal or external support.
- Keeping systems, records and income-related data accurate and up to date.
- Supporting day-to-day administration including direct debits, rent changes, missed payments, refunds and complaint responses.
What you’ll bring:
- Great communication skills and a genuine passion for helping people.
- Good numeracy, literacy and attention to detail.
- Experience in customer service or administration.
- The confidence to support customers through complex or challenging situations.
- Strong organisation skills and the ability to manage your own workload.
- A flexible, adaptable approach when priorities change.
- Confidence using Microsoft products and other digital systems.
- A willingness to learn, improve and bring our Yorkshire Housing values to life.
It’d be a bonus if you have:
- Experience working in income collection.
- An understanding of different tenancy types.
- Awareness of debt solutions and the impact they can have on customers and tenancies.
- Experience using housing management systems.
Why Yorkshire Housing?
We’re Yorkshire by name and by nature. We make it possible for people to have a place they’re proud to call home, and our people are what make that happen. You’ll be joining a team that cares about doing the right thing for customers, working together, and making a real difference. If you’re someone who enjoys solving problems, building trust and keeping things moving, we’d love to hear from you.
At Yorkshire Housing, we want colleagues to feel free to be themselves. We’re committed to equality, diversity and inclusion, and we welcome applications from people with different backgrounds, experiences and perspectives.
What’s in it for you:
- Salary: £28,978.63 (35 hours per week)
- 26 days annual leave (rising to 31 annually) + Bank Holidays
- Permanent Contract
- We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
- Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
- At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
The fine print:
- Closing date: Sunday 23rd August 2026 (we may close early if we get lots of great candidates!)
- Interviews: 1st stage via teams 26/27th Aug, 2nd stage in Leeds on 3rd September
Income and Advice Support Officer in Leeds employer: Yorkshire Housing
Yorkshire Housing is an exceptional employer that prioritises the wellbeing and professional growth of its employees. With a competitive salary, generous annual leave, and a hybrid working model, you will thrive in a supportive environment that values compliance and customer satisfaction. Join us to lead a dedicated team in delivering high-quality electrical services while enjoying a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Income and Advice Support Officer in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Yorkshire Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Yorkshire Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Income and Advice Support Officer in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Yorkshire Housing:Your cover letter is your chance to shine! Tell us why you want to work at Yorkshire Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Yorkshire Housing!
How to prepare for a job interview at Yorkshire Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
