Welfare Support Officer - Shropshire Council
Pay rate £15.31 PAYE per hour
Basic DBS required
Hybrid 1 day per month in the office. Up to 10 days in person Training at Guildhall, Shrewsbury Monday to Friday.
We are looking for someone to join the Council's Crisis Payments team. This role is solely focused on supporting the delivery of Crisis Payments. It is anticipated this role will last until 31 March 2027, or sooner.
The team administers discretionary financial support for Shropshire residents experiencing financial hardship. Customers may be facing difficult circumstances, so the successful candidate will need to communicate clearly, sensitively and confidently while applying the relevant policy consistently and fairly.
Main duties will include:
- Receiving and recording Crisis Payment applications, primarily by telephone and digital.
- Gathering and assessing relevant information in line with the applicable policy and guidance.
- Managing evidence submitted provided to support applications.
- Reviewing applications and contacting customers where further information or evidence is required.
- Making fair, consistent and well-evidenced discretionary decisions.
- Communicating decisions clearly and arranging approved Crisis Payments.
- Identifying opportunity to wider support services.
- Maintaining accurate records and completing other duties connected with the Crisis Payments service as required.
Skills
- Experience with Microsoft Office 365, including Outlook, Word.
- Strong customer service experience, by telephone and written word.
- Experience of handling sensitive information
- Person-centred approach
- Experience of evidence-based discretionary decision making
"All offers will be subject to satisfactory compliance screening, including right to work in the UK and references. In addition, due to the nature of the role the appropriate level of criminal record disclosure will be undertaken."
