Income Management Advisor

At Ocean Housing, we're passionate about supporting our customers to sustain their tenancies and improve their financial wellbeing. We're now looking for an Income Management Advisor to join our team-someone who combines strong financial awareness with empathy, resilience and a commitment to excellent customer service. If you enjoy working with people, solving problems, and making a meaningful impact, this could be your next career step. Your Role: As an Income Management Advisor, you'll play a vital role in ensuring effective rent collection while supporting customers to manage their finances. You'll take a proactive, customer-focused approach to preventing arrears, offering advice, and helping people access the support they need. You'll manage a varied caseload, using a range of communication methods-including phone, email, text and home visits-to engage with customers and provide tailored solutions

• Managing rent accounts, garage and sundry accounts, and former tenant debt
• Proactively reducing arrears through early intervention and realistic repayment plans
• Providing welfare benefits advice and supporting customers to maximise their income
• Assessing financial capability for new and transferring tenants
• Taking legal action where necessary, including preparing cases and representing at court
• Visiting customers in their homes and building positive landlord-tenant relationships
• Working with external agencies and support organisations to achieve the best outcomes for customers
  
  Knowledge of welfare benefits, including Universal Credit and Housing Benefit
• Experience of working with customers, including in challenging situations
• Strong track record of managing workloads and meeting targets.
• Experience of collaborative working with external partners
Skills & Attributes
• Excellent communication, negotiation and interpersonal skills
• High level of emotional intelligence, empathy and resilience
• Strong numeracy and IT skills (including MS Office)
• Ability to stay calm under pressure and manage competing priorities
• A proactive and solution-focused mindset
• Commitment to equality, diversity and inclusion, GCSEs grades 4-9 or A-C, or equivalent level 2 qualifications in English and Maths.
• A-level (or equivalent Level 3 qualification)
  
  Ocean Housing Ltd is a not for profit, charitable registered provider of social and affordable housing, with a stock of over 4,700 properties throughout Cornwall. We are part of the Cornwall Homechoice 'Choice Based Lettings' scheme.
At Ocean we believe affordable housing is not just about the buildings, but about the people who turn them into homes. We provide a wide range of services to our residents, helping them to make the most of their homes and the communities they live in.

We offer a supportive, flexible, and forward-thinking work environment with fantastic benefits:
• 27 days holiday + bank holidays
• Professional membership fees paid
• Company sick pay scheme
• Workplace pension with death in service benefit
• Home office work payment
• Medicash health plan (including dental & optical)
• Cycle to work scheme
• Rewards & recognition programme
• On-site parking
• Employee assistance programme
• Family-friendly policies
Key Dates:
• Closing Date: Wednesday 18th of November 2026 at Midnight
• Interview Date: Monday 23rd of November 2026 (Face to face at Stennack House, St Austell)