Financial Resilience Officer

Job description

We're looking for passionate, customer-focused individuals to join us as Financial Resilience Officers, helping residents navigate financial challenges and build sustainable futures. At Southern Housing, we're committed to supporting our residents through the cost of living pressures while promoting financial resilience and tenancy sustainment.
Reporting to the Financial Resilience Manager, you'll deliver a high-quality financial support service, working directly with residents to maximise income, manage debts, and stabilise household budgets. You'll provide tailored money guidance, benefits advice and practical support, ensuring residents have the tools and confidence to improve their financial wellbeing.

You'll manage a varied caseload, offering one-to-one support and group sessions, helping residents access benefits, challenge decisions, negotiate with creditors, and connect with specialist services. Working closely with internal teams, such as Customer Accounts and Housing, you'll ensure residents receive early support-especially in pre-eviction cases-to help sustain tenancies wherever possible.

You'll also build strong partnerships with external organisations, including local authorities and advice agencies, to ensure residents receive the right support at the right time.

This role is based at our Mosaic East, Croydon with hybrid working options available where appropriate and agreed with your manager.
About you

If you're motivated by helping people overcome financial hardship, confident handling sensitive situations, and enjoy finding practical solutions, this could be the role for you. You'll combine strong technical knowledge with empathy and professionalism, ensuring every resident receives consistent, high-quality support.

You'll bring:

• Strong knowledge of welfare benefits: including experience supporting applications, appeals, and income maximisation

• Experience of casework: managing complex caseloads and referring to relevant organisations appropriately

• Excellent communication skills: confident across phone, face-to-face and written channels, using clear, customer-friendly language

• Resilience and empathy: able to support vulnerable customers and manage sensitive conversations with professionalism

• Strong organisation and prioritisation: managing competing demands and meeting deadlines

• Good negotiation and influencing skills: helping residents and creditors reach sustainable solutions

• A customer-focused mindset: committed to improving financial wellbeing and sustaining tenancies

• Partnership working skills: building effective relationships with colleagues and external agencies

• Attention to detail: maintaining accurate records and high standards of case management

You'll also be proactive, adaptable, and committed to continuous learning, with a genuine passion for tackling financial exclusion and supporting communities.

About the team

You'll join a dedicated Financial Inclusion team working closely with Customer Accounts, Housing, and external partners to provide holistic support to residents. The team plays a key role in addressing financial hardship, supporting residents affected by welfare changes, and improving financial capability across our communities.

By working together, the team helps maximise income, reduce arrears, and ensure residents can maintain their homes and achieve greater financial stability.

Closing Date: 29th September 2026 at 23:59

Shortlisting Date: 30th September 2026

Interview Dates: 8th October 2026

About Us

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people's lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.