Benefits & Housing Needs Officer

Are you passionate about providing direct support to residents and preventing homelessness? Do you have a deep understanding of the welfare benefits system? Connect2Hackney, the internal talent team for the London Borough of Hackney, are recruiting for Hackney''s vital Here To Help service for a dedicated and empathetic Benefits and Housing Needs Officer.

This is a crucial role where you will be the first point of contact for residents struggling with their housing costs. You will take a holistic and hands-on approach, using your expertise to provide immediate financial relief while empowering residents to achieve long-term financial stability. You will manage a varied caseload, where every day brings a new challenge and a new opportunity to make a tangible difference in someone''s life.

About the Role

As a Benefits and Housing Needs Officer, you will be responsible for both the specialist assessment of applications and the administrative processes that ensure our service runs efficiently. You will be expected to support approximately 10-15 residents a week.

Your key responsibilities will include:

• Casework and Assessment:
• Contacting residents to understand their circumstances and decide on the best package of financial and non-financial support to help them.
• Assessing, awarding, and processing Discretionary Housing Payments (DHPs), using your discretion in line with internal guidance.
• Conducting comprehensive benefit checks with residents to identify underclaiming and maximise their income across benefits like Council Tax Reduction, Universal Credit, and Pension Credit.
• Working with residents to develop shared plans to sustain their tenancy, which may include advice on downsizing or increasing working hours.
  
  
• Triaging and Administration:
• Reviewing and triaging incoming applications daily, assigning them to the correct officer or work tray.
• Managing the shared team inbox and responding to resident queries, especially those relating to supermarket vouchers.
• Processing payments for cash support schemes using BACS transfers.
• Maintaining accurate and secure records on systems including Academy and Jigsaw.
  
  
• Collaboration and Support:
• Liaising with landlords, with resident consent, to prevent evictions.
• Working closely with colleagues across Here To Help and other services to ensure joined-up support for residents with complex needs.
• Writing clear, empathetic, and tailored decision letters that explain the support being offered.

About You

We are looking for a proactive and highly organised individual with a strong background in welfare benefits and a genuine desire to help people. You must be comfortable working both independently and collaboratively within a fast-paced team environment.

To be successful, you will need:

• Essential Experience & Knowledge:
• A strong understanding of welfare benefits and the ability to spot opportunities for income maximisation.
• Experience assessing DHPs in line with policy and guidance.
• Proficiency in using benefits systems, including Academy, Comino, and Searchlight.
• Proven experience in an administrative or support role, preferably within a welfare or social care environment.
• Experience handling sensitive and confidential information with care and integrity.
  
  
• Skills and Abilities:
• Excellent written and verbal communication skills, with the ability to show sensitivity and empathy when dealing with people in challenging situations.
• The ability to remain calm and focused under pressure.
• Strong organisational skills with a keen attention to detail and the ability to manage multiple priorities efficiently.
• A collaborative, team-player attitude and a flexible approach to changing priorities.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.