Money Support Officer

Location: Tunbridge Wells - Monson House (Hybrid Working) - Travel across all of our stock (East Kent, West Kent, Surrey and Sussex) is required as part of the role
What will you be doing?
Role Specific Responsibilities:
Undertake casework management to inform and empower residents in the community to maximise their income.
Advise and assist clients with claims for welfare benefits, tax credits, charitable grants and other kinds of financial support.
Compose appeals against overpayments of Housing Benefit, Council Tax Benefit, and challenge Tax Credit overpayments.
Work with customers in interpreting and explaining up- to-date welfare benefits legislation including reviewing and explaining official letters and information.
Actively signpost clients using internal/ external referral networks to appropriate agencies for specialist legal help or other support services.
Record and maintain detailed and accurate case records using an online case management system.
Identify and record social policy issues as they arise, including liaising with other agencies to identify common trends.
Maintain appropriate service activity and performance monitoring information and submit Local Performance Indicator and Key Performance Indicator data and reports as required.
Liaise with the Income Management Team to ensure clients are paying their rent and any arrears by agreed payments.
Work directly with clients on issues relating to managing their finances including creating household budgets, spending diaries and financial health checks.
Identify possible sources of benefits for clients and helping clients with completing appropriate claim forms.
Help to develop and maintain a database of clients creating relevant statistical data which links to Key Performance Indicators.
Help to develop and maintain the debt referral procedure and liaise with relevant partners where necessary.
Develop and maintain joint working relationships with strategic partners to maximise support for our residents.
General:
To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
Recognise, respect, and promote the different roles and diversity of individuals.
To actively contribute towards the key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
To participate in training, attend other meetings, and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the Group.
Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
Maintain awareness of budget requirements and value for money while delivering your role.
Consider and highlight any risk to the organisation or individuals whilst delivering your role.
Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.
About You:
Education & Qualifications:
Educated to GCSE or equivalent (essential).
Full driving licence (essential)
High level of numeracy and literacy (essential)
Key Skills & Competencies:
Proven experience of debt advice casework or in a role that requires a good working knowledge of the welfare benefits system.
Experience in effective case management
Experience of effective working with key agencies
Experience of facilitating life-skills training
Proven time management and prioritising skills
Budgeting and financial management skills
Methodical, with a good eye for detail
An understanding of data protection and the need for confidentiality and a non-judgmental approach to advice provision
Behaviours:
Ability to persuade and negotiate with a wide range of people gaining their commitment and influencing outcomes.
Ability to communicate effectively and sensitively with clients and third parties.
Ability to work effectively alone or as part of a team.
Understanding of interviewing skills and general advice work
Able to analyse information and data logically and reach sound conclusions.
Understand the business environment of Town & Country Housing
Desire to address the needs of customers in a way that shows commitment to excellent customer service.
Ability to evaluate and review own work to meet high standards.
Ability to interact and build productive relationships internally and externally.
Ability to communicate effectively and professionally, achieving a positive impact on recipients.
Ability to think innovatively while assessing risks and opportunities in a measured way.
Demonstrate empathy and understanding of issues affecting vulnerable people
Why Choose Us
* Contributory pension scheme 4% to 10% matched contributions
* Hybrid working
* Free onsite car parking
* Life assurance of 4x annual salary (Terms and Conditions apply)
* 30 days annual leave in addition to bank holidays
* Two volunteer days per year
* Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
* Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
* Extensive annual Staff Wellbeing programme
* Enhanced maternity, paternity, and shared parental leave provision
* Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
* Annual flu vaccinations
* Access to an extensive range of corporate discounts on shopping, travel & days out
* Social events, including lunchtime walking, rounders, festive Fridays
* Travel loan
Our Values
Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.
Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.
We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:
* Do the Right Thing
* Pull Together
* Celebrate Diversity
* Low New Ideas
* Be Kind
* Keep Our Promises
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Key dates
Applications Close:
Sunday, 26 January 2025
Interview Date:
Week Commencing: Monday 3rd February 2025