Senior Income and Advice Officer (Enforcement)

Job Introduction

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

You’ll be right at the heart of our Income and Advice team, with a mix of customer support and specialist enforcement work.

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 like 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

Working collaboratively

• 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.