Job Description

Role Overview

As a Move-In and Housing Benefit Officer, you'll support tenants through the entire onboarding process--helping them settle into their new homes, assisting with Housing Benefit claims, and collecting the necessary documentation to ensure timely and accurate submissions. Your role is key in providing a smooth transition and securing financial support for those in need.

You'll also be at the forefront of ensuring fair access to housing cost support for all our tenants. You will on occasions assess claims, interpret regulations, and communicate effectively with applicants to determine eligibility and process payments accurately. Your meticulous attention to detail and commitment to public service will directly impact the well-being of individuals and families, providing them with crucial housing stability.

Key Tasks and Duties

Tenant Onboarding:

Assist with tenant move-ins, ensuring all necessary documentation is completed and submitted for Housing Benefit claims.

Property Familiarisation:

Conduct property walkthroughs with tenants, explaining key features, safety procedures, and tenancy expectations.

Diary Management:

Independently manage appointments and travel schedules across multiple properties, often requiring flexibility and quick response

.

Document Collection:

Gather and verify essential paperwork from tenants to support Housing Benefit claims and tenancy compliance.

Support Provision:

Provide guidance to tenants during the move-in process, helping them understand their entitlements and responsibilities.

System Updates:

Input new tenancy details and Housing Benefit claim statuses into internal systems to maintain accurate records.

Data Management:

Maintain accurate and up-to-date records of claims and decisions using relevant IT systems and databases.

Fraud Prevention:

Identify and investigate potential fraudulent claims in accordance with established procedures.

Legislation Updates:

Stay informed about changes in Housing Benefit legislation, case law, and local authority policies to ensure accurate application.

Appeals and Reviews:

Help the Housing benefit team to respond to appeals and requests for reviews of benefit decisions, providing detailed explanations and reconsidering cases based on new information or legislative interpretations.

Tennant and partner Liaison:

Manage day-to-day Housing Benefit related queries and communication with our referral partners and tenants.

Internal Support:

Support Housing Services Officers (HSOs) with Housing Benefit claim submissions and related enquiries.

Meetings:

Participate in weekly status meetings to discuss progress, challenges and updates related to Housing Benefit.

General

Geographical Awareness:

Demonstrate strong knowledge of London's geography to efficiently plan routes, navigate between properties, and respond to location-specific needs

.

Travel & Mobility:

Be comfortable with frequent travel across London and surrounding areas, often driving between sites to facilitate move-ins, conduct property checks, and deliver documentation.

Time Management:

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

Tenant Engagement:

Build rapport with tenants during the move-in process, ensuring they feel supported and informed from day one.

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.

Property Standards Awareness:

Basic understanding of property condition and compliance requirements to flag concerns during move-ins or inspections.

Empathy & Adaptability:

Able to engage with tenants from diverse backgrounds, including those with limited English or complex needs, with patience and professionalism.

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 collect, 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.

Interviewing Skills:

Experience conducting interviews to gather information and clarify details.

Conflict Resolution Skills:

Ability to handle challenging or difficult situations and resolve conflicts effectively.

Knowledge of Welfare Reform:

Understanding of current welfare reform changes and their impact on Housing Benefit.

Specific IT Systems Knowledge:

Experience using specific Housing Benefit software systems (e.g., Northgate, Civica).

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: 30,000.00-33,000.00 per year

Work Location: In person