Financial Support Officer
This is a permanent, full-time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
If you have a background in customer service, and a good knowledge of welfare benefits, and are comfortable contacting customers in debt and working to performance targets, this could be the role for you.
The Financial Support Officer is a new role within the income team to support our customers who may need assistance with basic benefit enquiries linked to Universal Credit/Housing Benefit. You will need to have an eye for detail, be good at solving problems and be a great team player but most of all be passionate about providing exceptional customer service. If this is you, we would love to hear from you.
This is an important role in which you will:
- Support all new customers with financial advice and benefit claims for the first seven weeks of tenancy to ensure a payment culture is established to sustain the tenancy.
- Complete income and expenditure profiles for new and existing customers, this includes the requirement to understand personal financial information and provide accurate advice.
- Signpost customers to both internal and external agencies who can provide support and welfare advice for maximisation of income to enable tenancy sustainment.
- When required support existing customers who need to make a claim for Universal Credit, ensuring all information required by the Department for Works and Pensions (DWP) to complete the claim is provided correctly to avoid delays with benefit claims being verified and processed. Providing face to face and digital support as needed.
- Make applications to the DWP for Alternative Payment Agreements and Third-Party Arrears Payments for customers in arrears.
- Develop strong links with Housing Benefits and DWP Partnership Managers to resolve issues for customers.
- Help to identify any support needs and put the necessary arrangements in place to assist customers to sustain their tenancy. This includes being available to visit new and existing tenants were there is continued non-engagement.
- Manage a case load of customers’ accounts to meet service demands. Applying Torus arrears policy and procedures in a fair and consistent manner.
- Encourage customers to sign up to Torus customer portal to pay rent, supporting Torus’ strategy to promote customer digital journey and to be able to self-serve.
- Work with the Income Management Team to develop and review procedures to help identify any vulnerability issues to make sure appropriate levels of support and advice are in place to help
- avoid crisis or tenancy failure.
To be successful in this role you will:
- Be confident to use a wide range of computer packages to update customers’ accounts.
- Have extensive knowledge of welfare reforms and welfare benefits.
- Have experience of case management, including analysing customer accounts, being able to problem solve and keep accurate records by updating computer systems.
- Be confident and have experience of dealing with members of the public and have excellent written and oral communication skills, you will be speaking to customers both over the phone and in person.
- Have the skills to be able to engage with team members, customers and external partners to build relationships based on honesty, trust, mutual respect and integrity to inspire confidence and respect.
- Be organised, self-driven and motivated and be able to prioritise your own workload to ensure performance target are achieved.
- Be a great team player to ensure Torus meets rent collection targets and delivers first class customer service.
PLEASE NOTE:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;
- Right to work verification
- Qualification certificate check
- 2x Completed references
- OH Health Questionnaire – Fit For Work
- DBS check (if required for role)
- Completion of all new starter documentation including signed T&C’s
Happy to Talk Flexible Working
The Company
We employ more than 1,500 people in a wide variety of jobs across Liverpool City Region and in the wider North West. We don’t just build homes. Our mission is to create stronger communities so people can thrive. If you‘re passionate about people and want to make a difference, there are many opportunities to join us.
Torus is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. The Torus “A place where everyone belongs” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with Torus’ Values. We appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.
Torus is the North West’s largest affordable housing provider and one of its biggest and fastest-growing developers and commercial contractors. We’re all about creating sustainable, stable and thriving communities – and making positive changes happen. So if you think you can make a difference and give something back to our communities, Torus is a place for you.
We are over 1,500 diverse and talented people sharing the same inspiring goal: to create a better society through providing homes people love to live in and in communities they want to be part of.
We are true professionals, who thrive in this fast-moving, challenging and rewarding environment because we know that the stronger our organisation is, the better we can benefit our customers and colleagues alike.
Every single one of our colleagues has unique qualities that we truly value. We embrace diversity and inclusion and invest in our people. We share a culture where our people focus on solutions, work together to achieve great results and take pride in what we do for each other and for our customers and the communities we live and work in.
We believe our people deserve the opportunity to explore their potential. That’s why we encourage and support everyone at Torus to be the best they can be. We are Torus. We are building the future.
We Own it – Our people focus on solutions. We take individual and collective responsibility for our actions.
We Care – Our people are supportive. We take pride in what we do for each other and for our customers.
We Deliver – Our people are committed. We work together as one team to achieve great results.
We are Torus!
Working at Torus
Our Benefits
Generous Annual Leave up to 30 days Annual Leave, Plus Bank Holidays
Enhanced Maternity / Paternity & Adoption Pay
Aviva
Pension
Life
Assurance
Health & Wellbeing Support
Happy to Talk Flexible / Agile Working
Internal Reward and Recognition
Financial Wellbeing
Car Lease Scheme
Cycle to Work Scheme
Professional Study / Development Opportunities
Social
Events
Contact Us
For any further information in relation to this vacancy or any other vacancies advertised with the Torus Group please contact us using the following email address - working@torus.co.uk.
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