Bank Park House, Warrington Office
Torus Group
Full time
Fixed Term (6M+)
Do you have strong financial support skills, a proactive approach to problem-solving, and a passion for helping customers manage their finances and sustain their tenancies? We’re looking for a Financial Support Officer to join our team and support the delivery of a high quality income management service across Liverpool, St Helens and Warrington.
What you’ll be doing:
* Support new customers during the early weeks of their tenancy, helping them to establish a positive rent payment culture
* Assist customers transitioning to Universal Credit, including supporting claims, managing journals, and ensuring all information is accurate and complete
* Manage a caseload of customer accounts, monitoring rent payments and taking timely, appropriate action to address arrears
* Work to maximise rental income and contribute to achieving key performance targets
* Provide tailored advice on welfare benefits, budgeting, debt and money management
* Complete income and expenditure assessments to help customers make informed financial decisions
* Identify vulnerability and ensure appropriate support, referrals and interventions are in place
* Support applications for Alternative Payment Arrangements and third-party deductions
* Liaise with DWP, Housing Benefit teams and partner agencies to resolve queries and progress customer claims
* Maintain accurate records, ensuring compliance with policies and high customer service standards
* Promote digital inclusion, supporting customers to access online services and manage rent accounts digitally
* Undertake home visits where needed to improve engagement and resolve non-payment issues
* Work collaboratively with colleagues and partners to continuously improve service delivery
* Uphold Torus values across customer care, safeguarding, equality and safety
What we’re looking for:
* GCSEs (or equivalent) in Maths and English.
* Experience in income management, debt recovery, or a similar financial support or customer facing role.
* Strong knowledge of welfare benefits, particularly Universal Credit and its processes.
* Experience managing a caseload, analysing accounts and taking appropriate action to resolve issues.
* A bility to identify vulnerability and provide or coordinate appropriate support and referrals.
* Strong organisational and administrative skills, with the ability to prioritise and meet deadlines.
* Excellent communication and interpersonal skills, with the ability to build trust and influence customers and stakeholders.
* Ability to work independently and as part of a team.
* Full UK driving licence.
* Flexible approach to working hours and varied duties to meet service needs
Interview Process:
* Candidates will be invited to attend an interview, which will include a competency based discussion exploring relevant experience, knowledge and customer focused behaviours. Interviews will take place at our St Helens office on Monday 20th July 2026.
Additional Information:
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 (where applicable)
* DBS check (if required for the role)
* Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
Apply now
£34,064 (pending pay award)
Hours
37
* Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
* Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
* Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
* Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
* Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
* Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
* Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
* Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
* Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
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