Responsibilities
As an Income Adviser you will play a key role in ensuring excellent customer service standards are achieved and core business objectives and performance indicators are met. Your daily tasks will include:
- Printing arrears reports, drafting letters and possession proceedings, serving legal notices, and visiting homes.
- Managing universal credit cases and giving evidence in court on behalf of the council.
- Liaising with housing benefit service, social services, NHS staff, solicitors, advice agencies, the DWP and other relevant agencies.
- Offering advice on payment methods, setting up and processing direct debits, standing orders, internet payments and DWP direct deductions.
In addition, you will provide a holistic service to residents, including trial calculations for housing benefit and other entitlements, income and expenditure assessments, applications for charitable grants and discretionary housing payments, provision of food vouchers and referrals to advice and advocacy agencies.
Qualifications
- GCSE (or equivalent) passes at A to C, including English and Mathematics.
- Experience working in income management, housing management or a public sector environment.
- Sound knowledge of best practice in the management of income recovery, debt counselling and debt collection.
- Well‑developed understanding of the Welfare Reform Act and the Pre‑Action Protocol.
Skills & Attributes
- Excellent written, numeracy and verbal communication skills.
- Ability to prioritise workload, set targets and manage a wide range of competing demands.
- People‑focused attitude, ability to inspire enthusiasm and demonstrate commitment to equality and diversity.
Equal Opportunity
Westminster City Council is an inclusive workplace and employer of choice. We champion equality, diversity, inclusion and wellbeing, and aim to create a workplace where everyone feels valued and has a sense of belonging.
Benefits
Staff benefit from a range of flexible working patterns, including agile working.
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