Job Description

Role Overview

The Housing Benefit & Support Officer plays a vital role in ensuring the smooth operation of tenancy and welfare-related services. They will provide comprehensive administrative support to facilitate the accurate and timely processing of housing benefit claims, including liaising with local authorities, managing documentation, and tracking claim statuses.

This position is key to maintaining high service standards and alleviating pressure on the wider housing team, particularly during periods of increased caseloads. The role requires strong coordination with Housing Support Officers and, attention to detail in managing benefit portals, and proactive communication with councils to resolve outstanding issues.

Key Tasks and Duties

Input new tenancy details and Housing Benefit claim statuses into internal systems to maintain accurate records. Maintain accurate and up-to-date records of claims and decisions using relevant IT systems and databases. Liaise with local authorities to track and resolve housing benefit claims Monitoring housing benefit portals for suspensions and cancellations Sort incoming documents according to set criteria (e.g. HB queries, cancellations, suspensions, overpayments) Share HB payment schedules with Accounts Payable for claims received by post Contact local authorities (with management support) to obtain further details on suspended or cancelled claims Escalate unresolved issues and track responses Assist with general admin tasks including post handling, data entry, and file management Support preparation of reports and audit

General

Time Management:

Balance multiple tasks and deadlines while maintaining a high level of organisation and responsiveness.

Problem Solving:

Act quickly and effectively to resolve logistical or administrative challenges that may arise during onboarding or claim submission.

Professionalism:

Represent the organisation with professionalism and empathy, especially when working with vulnerable individuals or in high-pressure situations.

Customer Service:

to provide a high standard of customer service, while offering advice and guidance to claimants regarding their Housing Benefit entitlement and related issues, and handling challenging or difficult conversations with tact and diplomacy.

Professional Development:

to actively participate in training and development activities to enhance their knowledge and skills, stay informed about best practices and changes within the Housing Benefit field and contribute to team meetings by sharing knowledge with colleagues.

Person Specification

Essential:

Knowledge of Legislation:

Sound understanding of relevant Housing Benefit legislation, regulations and guidance.

Communication Skills:

Excellent written and verbal communication skills, including the ability to explain complex information clearly and concisely to diverse audiences.

Document Handling:

Ability to verify, and organise sensitive documentation from tenants to support Housing Benefit claims and tenancy compliance

.

Customer Focus:

Demonstrated commitment to providing a high level of customer service with empathy and professionalism.

Organisational Skills:

Effective organisational and time management skills with the ability to prioritise tasks and meet deadlines.

Attention to Detail:

High level of accuracy and attention to detail in all aspects of work.

Teamwork:

Ability to work effectively as part of a team and contribute to a positive working environment.

Confidentiality:

Understanding and commitment to maintaining confidentiality and adhering to data protection regulations.

Desirable:

Experience in Benefits Administration:

Previous experience working in Housing Benefits or a related welfare benefits environment.

Local Authority Experience:

Familiarity with local authority policies and procedures.

Specific IT Systems Knowledge:

Experience using specific Housing Benefit software systems

Qualifications:

Relevant qualifications in a related field (e.g., social welfare, public administration).

Understanding of Tenancy Law:

Basic understanding of tenancy agreements and landlord responsibilities.

Experience in Fraud Detection:

Awareness of fraud risks within the benefits system and experience in identifying potential fraudulent activity.
Job Type: Full-time

Pay: 24,000.00 per year

Work Location: In person