Rachel Frankham
Stockbury,Kent
Summary
Experienced professional specialising in financial inclusion, welfare benefits, and income maximisation, with a proven track record in safeguarding vulnerable individuals and promoting financial wellbeing.
Adept at tenancy sustainment, debt advice, and arrears prevention through effective case management and benefits calculation. Skilled in stakeholder management, partnership working, and DWP liaison to drive impactful outcomes.
Proficient in Microsoft Office with strong knowledge of GDPR compliance and confidentiality handling. Committed to delivering exceptional customer service while providing constructive feedback to enhance resilience under pressure.
Offering strong skills in customer service, communication, and problem-solving. Knowledgeable about welfare policies and eager to support individuals in need.
Compassionate individual with strong background in customer service and administrative tasks, possessing excellent communication and problem-solving abilities.
Adept in handling complex inquiries and providing clear, concise information to clients. Committed to delivering positive outcomes and enhancing well-being of community members through comprehensive benefits support. I'm hard-working, with strong organisational skills. Achieves company goals through exceptional planning and prioritisation.
Overview
16
16
years of professional experience
Work history
Financial Inclusion Officer
Southern Housing
2016.01 - 2026.07
- Delivered specialist financial inclusion support across 80000 homes daily.
- Managing complex caseload supporting vulnerable residents with financial wellbeing, benefits, debt advice and budgeting.
- Delivered financial outcomes exceeding £5 million through grants, benefit maximisation and sustainable financial solutions. £500,000.00 per year.
- Provided expert guidance on universal credit, housing benefit, pension credit, PIP, DLA, attendance allowance.
- Processed benefit claims through grants and appeals to secure financial gains.
- Delivered budgeting, debt advice, and income maximisation plans for residents.
- Supported vulnerable residents to sustain tenancies and improve financial wellbeing.
- Worked closely with DWP, local authorities, Step Change, and community organisations.
- Led resident engagement campaigns, attended residents meetings, and ran financial inclusion drop-in sessions.
- Regularly manage competing priorities, deadlines and confidential information with minimal supervision
- Provided expert advice on welfare benefits, enhancing client understanding.
- Helped clients dispute unfair decisions leading towards beneficial resolutions.
- Maintained up-to-date knowledge of legislation changes, ensuring accurate advice given.
- Liaised with external agencies to ensure holistic approach to benefit advising.
- Ensured confidentiality at all times, adhering strictly to data protection laws.
- Created personalised action plans for each client with aim towards self-sufficiency.
- Prepared clients for tribunal hearings for favourable outcomes.
- Facilitated workshops on welfare rights, enhancing community awareness.
- Worked flexibly across various locations according to demand and need.
- Offered guidance on housing benefits applications for successful submissions.
- Calculated benefit amounts and identified appropriate services according to applicant data.
Income Officer
Amicus Horizon/Optivo
2013.01 - 2016.01
- Collaborated with colleagues for effective teamwork.
- Help meet target of overall arrears 4%
- Managing case load over 200 residents, help maximise income and reduce debt.
- Actively participated in community engagement initiatives fostering good relations between team and local residents.
- Handled sensitive information with discretion and professionalism.
- Managed conflict resolution for maintaining peace.
- Prepare court documents, and Eviction reports
- Wrote detailed reports, aiding in case documentation.
- Provided expert advice on welfare benefits, enhancing client understanding.
- Helped clients dispute unfair decisions leading towards beneficial resolutions.
- Calculated benefit amounts and identified appropriate services according to applicant data.
- Advised individuals and organizations on government laws and regulations.
Customer Services & Survey Advisor
Amicus Horizon
2010.12 - 2013.01
- Ensured compliance with regulatory requirements, enhancing my company's reputation in the industry.
- Delivered presentations on financial planning strategies leading to informed decision making by clients.
- Boosted client satisfaction by providing clear and concise advice.
- Collaborated effectively with colleagues, fostering a positive work environment.
- Implemented effective feedback system, ensuring continual service improvements.
- Resolved complex financial issues, contributing to overall customer satisfaction.
Education
Money Mentoring Qualification - Money Mentoring
Money Mentoring Within Optivo
London2020
GCSEs - English, Mathematics, Business Studies, Science, IT, Level 2 Vocational Award in Construction
Westlands School
Sittingbourne, Kent06.2010
Skills
- Welfare Benefits such as benefit Appeals, PIP, DLA, Attendance Allowance, Pension Credit, Universal Credit and Housing Benefit
- Income Maximisation, Debt Advice/Budgeting
- Tenancy Sustainment
- Financial Wellbeing
- Vulnerability
- Safeguarding
- Stakeholder Management
- Partnership Working and DWP Liaison
- Customer Service
- Case Management
- Arrears Prevention
- Microsoft Office
- Knowledge of GDPR
- Resilience under pressure
- Constructive feedback provision
- Confidentiality handling
Accomplishments
- Secured a total of over £5 Million in additional income for residents, and consistently achieved over £500,000 annually through benefits and grants.
- Supported HQN Income Accreditation and record-low arrears performance.
- Represented the organisation at the CIH/CAB Team of the Year Awards.
Affiliations
- Animals
Timeline
Financial Inclusion Officer
Southern Housing
2016.01 - 2026.07
Income Officer
Amicus Horizon/Optivo
2013.01 - 2016.01
Customer Services & Survey Advisor
Amicus Horizon
2010.12 - 2013.01
Money Mentoring Qualification - Money Mentoring
Money Mentoring Within Optivo
GCSEs - English, Mathematics, Business Studies, Science, IT, Level 2 Vocational Award in Construction
Westlands School