Job Introduction
Pinnacle Group are looking for a Welfare Advice Officer to join our Homes Division to support the delivery of a responsive and resident focused income management service. You will play a key role in helping residents sustain their tenancies by offering early intervention, clear guidance, and positive engagement around rent and service charge accounts. You will contribute to a service that aims to maximise income, reduce arrears and promote financial well-being across our communities, ensuring residents receive a fair, supportive and effective experience.
Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
The ideal candidate will have strong welfare rights knowledge with hands-on casework experience, be skilled in communication and advocacy with the ability to simplify complex information, have experience supporting vulnerable residents with complex needs, take a proactive and solution‑focused approach to managing a varied caseload, and demonstrate strong numeracy, analytical skills and confidence using digital case management systems.
Who we are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who we’re looking for
We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key responsibilities
- Deliver specialist welfare benefits advice, including checks, claims, and casework.
- Identify income-maximisation opportunities to support rent payments.
- Manage complex cases, including reconsiderations, appeals, tribunals.
- Liaise with DWP, local authorities and HMCTS to resolve benefit issues.
- Support vulnerable tenants to remove barriers to tenancy sustainment.
- Maintain accurate case records and keep updated on policy changes.
- Provide welfare benefits guidance and training to Pinnacle staff.
- Improved rent collection and tenancy sustainment.
- Increased staff capability on welfare rights and income matters.
Key requirements:
- Strong welfare rights knowledge and casework experience.
- Skilled in communication, advocacy and simplifying complex information.
- Experience supporting vulnerable residents with complex needs.
- Proactive, solution-focused and confident managing a varied caseload.
- Good numeracy, analytical skills and digital case management experience.
Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.
We welcome applications from all backgrounds – particularly from those who represent the communities we serve.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans