Debt Advice and Money Matters Assistant


Location: Telford / Homeworking

Hours of Work: Flexible 36 hours per week

Salary: Scale 4, SCP18 £21,538 – SCP21 £24,005 per annum

The Organisation:

The Wrekin Housing Group’s partnership between The Wrekin Housing Group and Choices Housing Association enables a focus on meeting and exceeding the needs and expectations of our wide range of customers.

We are at the forefront of making a difference to people’s lives. As a socially minded business, we provide 13,000 homes for affordable and social rent across Telford & Wrekin, Shropshire, and Staffordshire. We have ambitious plans to grow up to 16,000 homes by 2025 and we are also an innovative and well recognised provider of care.

Alongside our growth plans we are embarking on a fundamental transformation programme to modernise how we interact with our customers, engage communities and support partners. Everyone matters at Wrekin so we are investing in our people and the systems they use, all to improve quality and choice across the organisation.

We want individuals who inspire positive change, communicate clearly and enable our people to support each other and grow together so we deliver for our customers, right across our socially minded business.

(For further details please visit our website )


Wrekin Debt Advice

We have an exciting new opportunity for a committed individual who has a positive, enthusiastic attitude to work, with a willingness to go the extra mile to achieve success. Wrekin Debt Advice is a new service which was introduced into the Group back in 2019, growing significantly in the last 12 months.  In the last year alone we have helped 97 people tackle their debts, and strengthening our team will help us support even more people over the coming years.

During the pandemic we have seen a number of tenants come forward for debt advice. The current debt landscape, coupled with the impending social changes means we need to expand our current team.


The Role:

We are looking for a highly motivated individual to assist our Senior Debt Advisor in the delivery of FCA regulated and quality assured debt advice and debt solution services, with The Wrekin Housing Group.

The successful applicant will be required to liaise with clients, creditors and other third parties under supervision of the Senior Debt Advisor to gather and co-ordinate information, leading to successful debt solutions, helping customers take control of their finances, sustain their tenancies, improve their financial capacity and be able to manage rent and other household financial commitments.

In this role you will be answering calls and guiding clients through the debt advice process – this is a very rewarding role where you will need to think on your feet and adapt to diverse situations. Some calls are emotionally challenging so resilience is key. With every call, your empathetic approach will be second to none as you provide up to date advice to our clients. Being extremely detail orientated, you will be able to stay mindful to legislation and be able to make accurate notes following contacts from clients and creditors.

We are looking for an experienced, motivated and enthusiastic person to join our established Money Matters team to provide administration assistance and money advice. Working as part of a passionate, devoted team, this role will see you dividing your time between handing your own caseload and providing admin assistance to our Debt Advisor and Housing Benefit Consultant.


(For further details please read the Full Job Description)

What you will need:

The successful candidate will need to be experienced in delivering specialist money and budgeting advice and/or debt advice, and working with customers that require debt or benefit advice. As you will be required to work with a variety of customers and deal with a range of customer needs, resilience empathy and attention to detail are essential.    

You must hold a minimum of 2 GCSE’s grade 9-4 (or equivalent) in English and Maths.

Our team is temporarily home-working, with limited face to face customers contact, so experience of delivering support and services remotely is highly desirable, including the ability to empower and support customers to access digital services where appropriate.

You will also be required to demonstrate the ability to keep accurate records, efficiently manage all processes and have the ability to communicate professionally at all times.

Given the environment you will be working in, you must be able to demonstrate effective communication, strong team working, organisational, interpersonal skills and maintaining high levels of confidentiality at all times.

You will be expected to promote a positive, friendly and understanding attitude towards our customers and other colleagues in order to achieve consistency with the high levels of performance, efficiency and quality that is expected of our Employees.

(For further details please read the Full Person Specification)



In return we offer you an exciting, rewarding opportunity to work with a supportive organisation.

Ref : WHG1586. Closing Date : 19/09/2021 - Interview Date : 27/09/2021

Supplementary Documents
Job Description
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