At a Glance
- Tasks: Support customers in managing finances and lead on complex enforcement cases.
- Company: Yorkshire Housing, committed to making a real difference in people's lives.
- Benefits: Agile homeworking, competitive salary, generous leave, and wellness support.
- Other info: Inclusive workplace with ongoing development opportunities and a collaborative culture.
- Why this job: Make a genuine impact every day while helping people stay in their homes.
- Qualifications: Experience in income recovery, legal processes, and strong customer service skills.
The predicted salary is between 30000 - 30044 £ per year.
If you’re experienced in income recovery and ready to take on more complex cases, this is your chance to step into a role where you’ll support customers, lead on enforcement, and help protect people’s homes. We’ve got multiple opportunities available and we’re looking for people who can make a real difference from day one as our new Senior Income and Advice Officers (Enforcement).
About the role
This is a role where you’ll make a real difference - supporting customers to stay in their homes while protecting Yorkshire Housing’s income. You’ll be speaking to customers every day, helping them manage their finances, setting up realistic repayment plans, and guiding them to the right support. Alongside this, you’ll take the lead on more complex cases using your expertise to manage enforcement and legal processes when needed. It’s about striking the right balance: being fair but firm, supportive but proactive making sure customers get the help they need while we recover money owed.
What you’ll be doing
- Supporting customers
- Speaking to customers via phone (our main channel) to resolve arrears and offer support
- Agreeing affordable repayment plans that work for individual circumstances
- Helping customers access benefits and financial support they’re entitled to
- Signposting to external support when needed
- Promoting initiatives such as Rent on Time to encourage financial wellbeing
- Managing income collection
- Recovering all money owed to Yorkshire Housing—including rent, service charges and former tenant arrears
- Monitoring accounts and taking early action to prevent arrears building up
- Using tools like Voicescape to stay in regular contact with customers
- Leading on enforcement & legal cases
- Managing complex cases involving legal action from pre-court through to post-court processes
- Preparing legal documentation and evidence packs
- Representing Yorkshire Housing in court where required
- Making sure vulnerability and reasonable adjustments are fully considered and documented
- Working closely with courts, solicitors and external partners
- Supporting colleagues with specialist advice on complex cases
- Working with internal teams and external agencies to get the best outcomes for customers
- Sharing best practice and helping us continuously improve how we work
What we’re looking for
We’re looking for someone who can balance empathy with expertise—someone who’s confident managing challenging situations but always keeps the customer at the centre.
The essentials
- Experience managing complex income or debt cases, including legal escalation
- Recent experience of attending court and representing cases, ideally within a housing or income recovery setting
- Strong knowledge of housing law, income recovery and enforcement processes
- Confidence handling difficult conversations with professionalism and empathy
- Excellent organisation skills and attention to detail—especially with legal documentation
- Ability to manage a varied caseload and meet deadlines
You’ll also bring
- A good understanding of welfare benefits and financial support options
- Awareness of safeguarding and supporting vulnerable customers
- A collaborative approach and willingness to support others
- Confidence using systems and digital tools to manage cases
- A customer-first mindset with a solution-focused approach
What’s in it for you?
At Yorkshire Housing, we’re all about creating a workplace where people feel supported, valued, and able to be themselves. You’ll get:
- Agile homeworking and a core hour structure (9-5)
- £37,718 per year for 35 hours a week
- 26 days annual leave, rising to 31 days, plus bank holidays
- Pension matched up to 9%
- Health cash plan, retail discounts and wellbeing support
- Access to My GP, counselling and free fitness classes
- Ongoing development through internal and external learning opportunities
- A role where you can genuinely make an impact every day
The fine print
At Yorkshire Housing, we’re actively building an inclusive and diverse workplace. We believe difference makes us stronger and welcome applications from people of all backgrounds. If you need any adjustments or support with your application, please email recruitment@yorkshirehousing.co.uk
The closing date for applications is 14.06.26, so don’t hang about. We’ll be contacting candidates as they come in so we might get in touch to speak to you before the role closes! Face to face interviews expected to take place w/c 22.06.26. If you’re internal, remember to speak to your manager before applying, you can also refer a friend – and if you’ve been referred by a Yorkshire Housing colleague, make sure you tell us on your application form so they can claim the benefit.
Senior Income and Advice Officer (Enforcement) employer: Yorkshire Housing
At Yorkshire Housing, we pride ourselves on being an exceptional employer that values the well-being and development of our staff. With a supportive work culture that promotes inclusivity and personal growth, our Senior Income and Advice Officers (Enforcement) play a crucial role in making a positive impact on customers' lives while enjoying benefits such as agile homeworking, generous annual leave, and ongoing professional development opportunities. Join us in a role where your expertise can truly make a difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Income and Advice Officer (Enforcement)
✨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 Senior Income and Advice Officer (Enforcement)
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.
