Previous relevant experience is essential. Applicants without Housing Benefit and Universal Credit experience will not be considered.
Main responsibilities:
- Complete, submit and monitor Housing Benefit claims for tenants.
- Manage new claims, changes of circumstances, suspensions, evidence requests and outstanding payments.
- Check remittance statements and allocate payments to the correct tenants, properties and claim periods.
- Investigate missing, delayed, incorrect and underpaid Housing Benefit payments.
- Liaise with Birmingham City Council to resolve claim and payment issues.
- Maintain accurate tenant, property, claim and payment records.
- Produce spreadsheets, payment reports and outstanding-action lists.
- File documents correctly and ensure administrative records remain complete and up to date.
- Liaise with RSLs regarding placements, tenants, rent, claims, payments, compliance and documentation.
- Provide RSLs with accurate information, documents and progress updates within required deadlines.
- Maintain professional relationships with RSL housing, finance, compliance and tenancy teams.
- Understand Universal Credit, Housing Benefit and other benefits commonly claimed by tenants.
- Advise and support tenants with their Universal Credit claims, online journals, evidence requests, appointments and changes of circumstances.
- Explain how employment, earnings and other changes may affect benefits and rent.
- Identify potential entitlement issues and refer tenants for specialist welfare-rights advice when necessary.
- Communicate with tenants by telephone regarding benefits, missing documents, appointments, rent and other tenancy matters.
- Record all telephone calls, messages, correspondence and follow-up actions.
- Communicate confidently and professionally with vulnerable tenants.
- Escalate safeguarding concerns, complaints and urgent tenancy matters to management.
- Maintain confidentiality and comply with GDPR requirements.
Essential experience and skills:
- Proven administrative experience within supported housing, social housing, welfare benefits or a similar environment.
- Proven experience handling Housing Benefit claims and council remittances.
- Strong working knowledge of Universal Credit and the wider UK benefits system.
- Experience advising and supporting tenants with benefit-related matters.
- Experience liaising with RSLs, housing associations or supported-housing providers.
- Experience dealing with Birmingham City Council or another local authority.
- Strong administrative, organisational and record-keeping skills.
- Confident and professional telephone manner.
- Excellent attention to detail.
- Good working knowledge of Microsoft Excel, email and online claim systems.
- Ability to manage a busy caseload and follow up outstanding matters independently.
- Good written and spoken English.
Knowledge of exempt accommodation, specified accommodation, supported housing and Housing Benefit regulations is highly desirable.
Pay: £25,420.00-£29,000.00 per year
Benefits:
Work Location: Hybrid remote in Birmingham B14 7TB
