Job Description

Purpose of Role

To deliver a targeted, customer-focused service as part of the Council’s Crisis Resilience Fund (CRF), supporting residents experiencing or at risk of financial hardship.

The postholder will be responsible for administering Crisis Support Payments and Housing Payments, while proactively engaging residents to maximise income, reduce outgoings, and improve long-term financial resilience.

The role will also contribute to wider service delivery, including Housing Benefit and Council Tax Support processing and, where required, debt recovery activities.

Key Responsibilities

1. Crisis Resilience Fund Delivery

Process applications for Crisis Support Payments and Housing-related payments accurately and in line with policy and guidance.

Make timely decisions, prioritising urgent and vulnerable cases.

Ensure all awards are correctly assessed, verified, and recorded.

Identify and escalate safeguarding concerns or vulnerability where appropriate.

2. Income Maximisation & Financial Support

Proactively contact residents (primarily via telephone) to:

Identify opportunities to increase household income (e.g. benefit entitlement, grant support).

Reduce household expenditure (e.g. utilities, debt repayments, budgeting support).

Provide holistic financial support advice tailored to individual circumstances.

Make referrals to internal services and external partners (e.g. debt advice agencies, voluntary sector organisations such as StepChange where appropriate).

Support residents in accessing sustainable financial solutions rather than short-term crisis support alone.

3. Stakeholder Engagement

Liaise effectively with internal teams and external partners, including:

Housing Services

Adult Social Care

Revenues & Benefits

DWP, HMRC

Advice agencies and voluntary sector organisations

Build positive working relationships to support coordinated interventions for residents.

Act as a key point of contact for CRF-related enquiries.

4. Performance, Reporting & Data Recording

Accurately record all interventions, outcomes, and customer interactions on the relevant systems.

Capture measurable outcomes, including:

Additional income secured

Expenditure reduced

Referrals made

Support reporting requirements to demonstrate the impact and effectiveness of the CRF scheme.

Maintain high standards of data quality to support evidence-based decision making and service improvement.

5. Core Benefits Processing

Process Housing Benefit and Council Tax Support claims and changes where required, ensuring accuracy and compliance with legislation.

Prioritise urgent cases and maintain service performance standards.

Identify potential fraud or error and refer appropriately.

6. Debt Prevention and Recovery (as required)

Support early intervention activity to prevent debt escalation.

Assist with recovery of overpayments or debts where appropriate.

Promote sustainable repayment arrangements, considering customer vulnerability.

7. Customer Service & Case Management

Deliver a high-quality, empathetic service to residents, including those in vulnerable or challenging situations.

Manage complex cases, using judgement and discretion within policy and guidance.

Communicate clearly with customers, ensuring decisions and requirements are understood.

8. Continuous Improvement

Contribute to the development of CRF processes, workflows, and customer journeys.

Identify trends and emerging issues affecting residents.

Support service improvements, including use of data and automation tools

Key Outcomes

Crisis payments are processed accurately and within target timescales.

Residents receive effective support that improves long-term financial resilience.

Income maximisation outcomes are clearly evidenced and reported.

High levels of customer satisfaction are achieved.

Service performance targets are consistently met