Summary When money worries creep in, a calm voice, clear advice and a bit of determination can change everything. Money matters. People matter more - that's where you come in. We're looking for Income and Advice Officers who can balance confidence with compassion, and persistence with empathy. Yep you read that right - we have more than one opportunity available! This is a practical, customer focused role where you'll balance income recovery with empathy, advice and support - doing the right thing, not the easy thing. If you're great on the phone, thrive on problem solving, and want a role where you genuinely make a difference every day, keep reading…. What's this role all about? You'll be right at the heart of our Customer Channels team, supporting customers by phone when they need us most. From early conversations that stop arrears building, to more complex situations where customers need extra help, you'll work with them to find solutions that stick. You'll collect rent and other money owed to Yorkshire Housing, while also helping customers improve their financial wellbeing and access the support they're entitled to. What you'll be doing (and why it matters) Having proactive and reactive conversations with customers by phone Agreeing affordable repayment plans that help sustain tenancies Supporting customers to apply for benefits and financial support Spotting vulnerability early and connecting customers with the right help Using digital tools like Voicescape to stay in touch and keep cases moving Taking steps to prevent arrears escalating - and preparing cases for legal action where needed Every conversation counts, and your work will have a real impact on people's lives. What we're looking for You'll bring: Experience in income collection, financial support or customer service Confidence handling sensitive or challenging conversations A calm, resilient and solution‑focused approach Strong communication skills and a genuine customer‑first mindset Comfort using systems and digital tools to manage your work Housing experience is great, but not essential - we're more interested in your values, attitude and ability to connect with people. Check out the attached Role Profile for full details on what you'll be doing and what we need from you. What you'll get in return Alongside a salary of £ 34,972.21 per year for 35hours per week, you'll benefit from: Agile homeworking 26 days annual leave (plus bank holidays), rising with length of service to 31 days A generous pension scheme A strong focus on health and wellbeing, including free fitness classes, an instant My GP service and free counselling sessions with trained professionals Learning and development opportunities to help you grow Access to a wide range of retail discounts A cash plan to help with everyday health costs such as prescriptions and eye tests Supportive managers and brilliant teammates Ready to apply? We're recruiting permanent roles and 12‑month fixed‑term contracts, so whether you're looking for something long‑term or a fixed‑term opportunity to build experience, we'd love to hear from you. We'll ask you in the application process which contract type you'd be interested in, both permanent and fixed term roles are 35 hours a week (full time) and you'd be working when our customer phone lines are open which is currently Monday to Friday between the hours of 9am and 5pm. We're committed to building an inclusive and diverse workplace where everyone can contribute their best work and be themselves. We welcome candidates from all backgrounds and encourage you to apply even if your experience doesn't match every requirement. If you need support with your application or have questions, contact our recruitment team at. The fine print The closing date for applications is 29.03.26, but we may close the advert early if we receive a high number of applications Interviews are expected to take place on week commencing 06.04.26 in our workplace in Leeds, we may be in touch sooner to schedule a first stage interview with you If you're applying internally, please let your current line manager know before applying - it's the right thing to do