Universal Credit Advisor
| Dyddiad hysbysebu: | 30 Ionawr 2026 |
|---|---|
| Cyflog: | £31,920 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 16 Chwefror 2026 |
| Lleoliad: | King's Lynn, Norfolk |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Freebridge Community Housing |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | RPO03695 |
Crynodeb
Are you passionate about supporting customers with the financial changes that can shape their housing journey?
As a Universal Credit Advisor at Freebridge Community Housing, you’ll play a key role in supporting customers through their transition to Universal Credit, while also providing ongoing, customer focused guidance for those with existing claims.
In this role, you’ll also work closely with our Income Advisors to provide essential welfare benefits and Universal Credit support, helping to sustain tenancies and offering vital assistance to protect vulnerable customers.
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.
What you’ll be doing:
• Customer Focused Advisory Support: Provide a professional and customer focused advisory service to maximise income and reduce customer debt through support with Universal Credit claims.
• UC Case Load Support: Effectively manage a case load of UC claimants, providing timely and comprehensive advice and guidance to ensure that claims are managed successfully, through contact face to face, or remotely within customers’ homes.
• Appeals & Entitlement Support: Acting as an ambassador and assisting customers with appeals with entitlement decisions from Job Centre and Department of Work and Pensions.
• External Agency Collaboration: Work closely with external agencies for further specialist advice as appropriate, paying particular attention to coordinating support for those claimants who may be financially, digitally excluded or those with vulnerabilities.
• Job Centre Relationship Building: Build close working relationships with Job Centre colleagues to provide a joined up, comprehensive advice service for UC claimant
• Knowledge Development & Training: Take responsibility for developing your own knowledge and that of colleagues in relation to Universal Credit, leading on the provision of in-house training and advice delivery with colleagues.
• UC Rollout Preparation: Work closely with the Income Team Leader and Housing Lead to lead on operational preparations for further Universal Credit roll out and migration of claims.
• Support Needs & Referrals: Take responsibility for identifying and resolving any unmet support needs with customers, through accurate and timely referrals, liaising with internal colleagues and external partners.
• Safeguarding: Apply safeguarding principles by taking a person-cantered approach to protect children and adults at risk in the community.
• Team Collaboration: To work collaboratively with other customer and community teams to help develop a culture of early intervention and promote tenancy sustainment.
What we’re looking for:
Essential:
• Experience in roles providing welfare benefit support, specifically Universal Credit and the impact of claims for our customers.
• Proven experience within a customer service environment working for a housing provider or other public service organisation, including face-to face interaction with customers.
• Ability to provide customer support with a person-cantered approach.
• Proven experience of working with a wide range of customers with varied and complex needs, in challenging and confrontational situations.
• Balanced approach when providing support to customers, with the need for maximising rent collection as well.
• Strong verbal and written communication skills
• Ability to interpret and implement detailed policy and procedure
• Full UK Driving License required.
Desirable:
• Qualification in Housing Management
• Experience of enforcement action and County Court procedures.
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.
• 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 outset.
Closing Date: Monday 16th February 2026 (Please note we may close the role early if we have sufficient applications)
As a Universal Credit Advisor at Freebridge Community Housing, you’ll play a key role in supporting customers through their transition to Universal Credit, while also providing ongoing, customer focused guidance for those with existing claims.
In this role, you’ll also work closely with our Income Advisors to provide essential welfare benefits and Universal Credit support, helping to sustain tenancies and offering vital assistance to protect vulnerable customers.
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.
What you’ll be doing:
• Customer Focused Advisory Support: Provide a professional and customer focused advisory service to maximise income and reduce customer debt through support with Universal Credit claims.
• UC Case Load Support: Effectively manage a case load of UC claimants, providing timely and comprehensive advice and guidance to ensure that claims are managed successfully, through contact face to face, or remotely within customers’ homes.
• Appeals & Entitlement Support: Acting as an ambassador and assisting customers with appeals with entitlement decisions from Job Centre and Department of Work and Pensions.
• External Agency Collaboration: Work closely with external agencies for further specialist advice as appropriate, paying particular attention to coordinating support for those claimants who may be financially, digitally excluded or those with vulnerabilities.
• Job Centre Relationship Building: Build close working relationships with Job Centre colleagues to provide a joined up, comprehensive advice service for UC claimant
• Knowledge Development & Training: Take responsibility for developing your own knowledge and that of colleagues in relation to Universal Credit, leading on the provision of in-house training and advice delivery with colleagues.
• UC Rollout Preparation: Work closely with the Income Team Leader and Housing Lead to lead on operational preparations for further Universal Credit roll out and migration of claims.
• Support Needs & Referrals: Take responsibility for identifying and resolving any unmet support needs with customers, through accurate and timely referrals, liaising with internal colleagues and external partners.
• Safeguarding: Apply safeguarding principles by taking a person-cantered approach to protect children and adults at risk in the community.
• Team Collaboration: To work collaboratively with other customer and community teams to help develop a culture of early intervention and promote tenancy sustainment.
What we’re looking for:
Essential:
• Experience in roles providing welfare benefit support, specifically Universal Credit and the impact of claims for our customers.
• Proven experience within a customer service environment working for a housing provider or other public service organisation, including face-to face interaction with customers.
• Ability to provide customer support with a person-cantered approach.
• Proven experience of working with a wide range of customers with varied and complex needs, in challenging and confrontational situations.
• Balanced approach when providing support to customers, with the need for maximising rent collection as well.
• Strong verbal and written communication skills
• Ability to interpret and implement detailed policy and procedure
• Full UK Driving License required.
Desirable:
• Qualification in Housing Management
• Experience of enforcement action and County Court procedures.
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.
• 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 outset.
Closing Date: Monday 16th February 2026 (Please note we may close the role early if we have sufficient applications)