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The role will usually require you to work remotely from home 3 days a week, but the role may require you to work from the Civic Offices as and when necessary.
We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.
About the role 
You would be required to:
<ul>
<li>Deliver personalised debt advice including completing appointments and casework to prepare financial statements, review income and outgoings, and explore debt options to help clients make informed decisions.</li>
<li>Maximise income reduce outgoings including completing benefit checks, providing advice and support to make applications, maintain claim and challenge decisions and accessing social tariffs.</li>
<li>Assess and review Discretionary Housing Payment and Council Tax Support applications in line with legislation and policy.</li>
<li>Deliver excellent customer service responding to internal and external enquiries across multiple channels with professionalism, empathy, and efficiency by resolving issues at first contact where possible.</li>
<li>Maintain accurate records of all advice, actions, and financial awards in line with data protection and council standards, contributing to performance targets and service quality.</li>
</ul>
Reading Borough Council is seeking a dedicated and empathetic Debt Advice Officer to join our Tenant Services team. In this vital role, you’ll support tenants and residents across Reading to manage their finances, maximise income, sustain tenancies, and prevent homelessness. You’ll work as part of a collaborative team delivering a high-quality, customer-focused service across multiple access channels including face-to-face, telephone, email, and text.
You’ll be the first point of contact for many service users, responding promptly and professionally to enquiries. Using your knowledge of relevant policies and procedures, you’ll aim to resolve issues at the first point of contact and provide tailored support to those in financial difficulty.
Key Responsibilities Include:
<ul>
<li>Respond promptly and professionally to customer enquiries across multiple channels, resolving issues at first contact where possible.</li>
<li>Provide tailored debt advice and budgeting support to tenants and residents, including preparing Standard Financial Statements and prioritising debts.</li>
<li>Assist service users with welfare benefit claims, backdating requests, and challenging decisions using legislation and policy.</li>
<li>Promote financial inclusion, digital access, and safer borrowing practices such as Credit Unions.</li>
<li>Assess and review applications for Discretionary Housing Payments and Council Tax Support accurately and efficiently.</li>
<li>Conduct outreach appointments and home visits where necessary, following lone worker procedures.</li>
<li>Maintain accurate records and contribute to team performance targets and KPIs.</li>
<li>Collaborate with internal teams and external organisations to improve service delivery and integration.</li>
<li>Attend community events and deliver training sessions to raise awareness of financial support services.</li>
</ul>
About you
The following experience is required for this role:
<ul>
<li>A good general education, including GCSE (or equivalent) in English and Maths.</li>
<li>Experience supporting the public in an advisory role, ideally involving housing, welfare, or debt advice.</li>
<li>Confidence using computer systems to manage casework, write correspondence, and maintain accurate records.</li>
<li>The ability to work independently, using sound judgement to research issues and provide clear, practical advice.</li>
<li>Strong verbal and written communication skills, with the ability to adapt your approach to different audiences.</li>
<li>Resilience and good time management to handle competing priorities in a fast-paced, emotionally demanding environment.</li>
</ul>
We’re looking for someone with a strong understanding of welfare benefits, debt solutions, and financial inclusion. You’ll have excellent communication skills and the ability to handle sensitive situations with professionalism and empathy. Experience in supporting vulnerable individuals and a commitment to equality, diversity, and safeguarding are essential. You should be confident working independently and collaboratively in a fast-paced, customer-focused environment..
You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.
Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:
Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading
Drive Efficiency - create an environment in which resources are used efficiently and employees’ skills are developed and used effectively
Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential&nbsp;
Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity
Our offer
We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.
A competitive salary alongside a range of benefits including:
<ul>
<li>Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years’ service and 33 days after 10 years' service, with the option to buy additional leave</li>
<li>A wide range of flexible working opportunities</li>
<li>Modern working environment at the Civic Offices in the heart of Reading</li>
<li>Local Government Pension Scheme (LGPS)</li>
<li>Life Assurance - three times your annual salary (for members of the LGPS)</li>
<li>On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted</li>
<li>Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work</li>
<li>Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax</li>
</ul>
To arrange a confidential discussion on this position please contact David Pidduck at <a href="mailto:David.Pidduck@reading.gov.uk" target="_blank">David.Pidduck@reading.gov.uk</a>
Closing Date: Friday 26th September 2025
Interview Date: 8th October 2025
Interview Process: Interviews will be completed via Microsoft Teams and will be booked to be completed within 45 minutes
Please note that the closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and return your application as soon as possible to avoid disappointment.

Reading Borough Council

Debt Advice Officer

<ul><li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0076/2371/HR_Recruitment_Pack_2024.pdf" target="_blank">HR_Recruitment_Pack_2024</a></li>
<li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0076/2625/Income_Officer_JD_Oct_2024.pdf" target="_blank">Income_Officer_JD_Oct_2024</a></li>
</ul>

To apply for this vacancy, click the “Apply Online” link.
If you are not already on Waverley Borough Council's website for this vacancy, you will be redirected to our website's jobs page.&nbsp; Either click "Apply Online" at the bottom of this page, or at the top left hand side under Waverley Borough Council click either the "Log in" button (if you are already registered) or the "Register" button.
You will be redirected to the JobsGoPublic system, which manages our online recruitment process. Once you have registered with JobsGoPublic (which is free to use) you can log in to your application at any time and keep track of where you are in the recruitment process.&nbsp;&nbsp;
If you are unable to use this service or would like assistance, please contact us via <a href="mailto:hr@waverley.gov.uk" target="_blank">hr@waverley.gov.uk</a> or call the Human Resources team on 01483 523388.



Are you good with numbers and people?
Do you want to make a difference to the lives of people in our local community?
Do your skills currently include: Excellent customer service, good communication and a can-do attitude?
We have an exciting opportunity to join the Waverley Rent Accounts team, to maximise Waverley’s income and minimise the risk of bad debts, evictions, and homelessness.
The successful candidate will work with tenants, other Council teams and stator agencies. They will provide support, advice, and signposting to tenants, to maximise their income and make payment.
This is the perfect opportunity to use your customer service and negotiation skills, deliver a responsive service and acquire new knowledge.
We are looking for candidates with the ability to understand the needs of our local community, tenacity to pursue targets and the enthusiasm and ability to learn.
This post is a full-time role, 37 hours per week.
For an informal discussion about the post, please contact Deborah Harding (Rent Account Manager) on 01483 523 137.
We do not accept CV’s without a completed application form. Strictly no agencies please.
Closing date for applications: 15th September 2025 at 9.00am
Interview date: 17th September 2025&nbsp;

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