Income Advisor
| Posting date: | 20 November 2025 |
|---|---|
| Salary: | £31,959.49 per year |
| Hours: | Full time |
| Closing date: | 05 December 2025 |
| Location: | PE30 1DZ |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Freebridge Community Housing |
| Job type: | Permanent |
| Job reference: | RPO03685 |
Summary
Are you ready to make a real difference in people’s lives while helping sustain tenancies and strengthen communities?
Do you thrive in a role where empathy, problem-solving, and resilience are key? This is your opportunity to join Freebridge Community Housing as an Income Advisor—a vital position where your work directly impacts customers’ wellbeing and our organisation’s financial stability.
As an Income Advisor, you’ll manage a varied caseload, supporting tenants through financial challenges while ensuring income is maximised. You’ll balance proactive engagement with decisive action, working closely with customers, colleagues, and external agencies to prevent homelessness and promote tenancy sustainment. From negotiating repayment plans to representing Freebridge in the enforcement process when necessary, your role is both challenging and rewarding.
At Freebridge, we believe in empowering our people to lead with purpose. You’ll join a values-led organisation that champions belonging, ownership, and innovation. We offer a supportive, inclusive culture where your ideas are welcomed, your growth is nurtured, and your impact is recognised.
If you’re organised, empathetic, and confident in making decisions—even in difficult situations—this is your chance to shape a role that truly matters.
Type and Term of Contract:
Full-time, permanent – with hybrid working (3 days office, 2 days home)
About Freebridge Community Housing:
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
What you’ll be doing:
• Manage Caseloads: Oversee higher-level arrears cases, ensuring supportive recovery action in line with policy.
• Support Customers: Provide empathetic advice and signpost to welfare and support services.
• Take Enforcement Action: Initiate legal proceedings when necessary and represent Freebridge in court.
• Collaborate: Work with internal teams and external agencies to deliver tailored solutions for customers.
• Promote Tenancy Sustainment: Conduct pre-tenancy assessments and provide benefit advice to reduce risk.
• Maintain Records: Keep accurate tenancy and property information updated in relevant systems.
What we’re looking for:
Knowledge and experience: Background in debt collection or income management, ideally within housing or local authority; Understanding of legal frameworks and court processes for enforcement action; and Experience managing a caseload and working with vulnerable customers.
Skills: Strong communication and negotiation skills; Organised, resilient, and able to make balanced decisions; and Ability to interpret policy and apply safeguarding principles.
Desirable: Housing management qualification and experience in enforcement action.
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
• Charitable Leave: One day per year to volunteer for a cause you care about.
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
• Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
• Pension Scheme: A company contributory pension scheme with generous employer contributions
Diversity & Inclusion:
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the
Closing Date: Friday 5th December 2025 with interviews taking place the week commencing 8th December 2025
Apply now to join our team and make a difference to lives across West and North Norfolk!
Do you thrive in a role where empathy, problem-solving, and resilience are key? This is your opportunity to join Freebridge Community Housing as an Income Advisor—a vital position where your work directly impacts customers’ wellbeing and our organisation’s financial stability.
As an Income Advisor, you’ll manage a varied caseload, supporting tenants through financial challenges while ensuring income is maximised. You’ll balance proactive engagement with decisive action, working closely with customers, colleagues, and external agencies to prevent homelessness and promote tenancy sustainment. From negotiating repayment plans to representing Freebridge in the enforcement process when necessary, your role is both challenging and rewarding.
At Freebridge, we believe in empowering our people to lead with purpose. You’ll join a values-led organisation that champions belonging, ownership, and innovation. We offer a supportive, inclusive culture where your ideas are welcomed, your growth is nurtured, and your impact is recognised.
If you’re organised, empathetic, and confident in making decisions—even in difficult situations—this is your chance to shape a role that truly matters.
Type and Term of Contract:
Full-time, permanent – with hybrid working (3 days office, 2 days home)
About Freebridge Community Housing:
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
What you’ll be doing:
• Manage Caseloads: Oversee higher-level arrears cases, ensuring supportive recovery action in line with policy.
• Support Customers: Provide empathetic advice and signpost to welfare and support services.
• Take Enforcement Action: Initiate legal proceedings when necessary and represent Freebridge in court.
• Collaborate: Work with internal teams and external agencies to deliver tailored solutions for customers.
• Promote Tenancy Sustainment: Conduct pre-tenancy assessments and provide benefit advice to reduce risk.
• Maintain Records: Keep accurate tenancy and property information updated in relevant systems.
What we’re looking for:
Knowledge and experience: Background in debt collection or income management, ideally within housing or local authority; Understanding of legal frameworks and court processes for enforcement action; and Experience managing a caseload and working with vulnerable customers.
Skills: Strong communication and negotiation skills; Organised, resilient, and able to make balanced decisions; and Ability to interpret policy and apply safeguarding principles.
Desirable: Housing management qualification and experience in enforcement action.
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
• Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
• Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
• Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
• Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
• Charitable Leave: One day per year to volunteer for a cause you care about.
• Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
• Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
• Pension Scheme: A company contributory pension scheme with generous employer contributions
Diversity & Inclusion:
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the
Closing Date: Friday 5th December 2025 with interviews taking place the week commencing 8th December 2025
Apply now to join our team and make a difference to lives across West and North Norfolk!