Welfare Support Officer

Overview

We have an exciting opportunity for a Welfare Support Officer to join us. This is a full-time, one year fixed term role with hybrid working, and a salary of £32,962 – £36,791 per annum.

The Royal Borough of Windsor and Maidenhead (RBWM) is set in the wider county of Berkshire, one of the most economically productive and innovative areas of the country. The borough council – a unitary authority – takes pride in its exceptional team of dedicated professionals who are passionate about providing quality services to the community. RBWM is a unique borough, with opportunities given its proximity to London, expanding business sectors, and a major cultural and tourism footprint, including Windsor Castle, Legoland and Ascot Racecourse.

This is an excellent opportunity for an enthusiastic Welfare Support Officer to join our Housing and Resettlement team.

The Role

To engage with customers on a wide range of housing, welfare, and benefits matters through face-to-face contact, telephone advice, home visits and remote support. To work proactively with both in-house teams and external statutory and voluntary agencies to secure the best outcomes for customers. To maximise available resources by ensuring households access all eligible benefits and by exploring every available funding stream to provide support; particularly for those who have recently been granted refugee status, arrived in the UK under a government-funded resettlement scheme, or entered the UK through the Homes for Ukraine Scheme. To contribute as part of the wider team in delivering an effective and efficient Homelessness Prevention and Homelessness Service, in line with the Royal Borough’s statutory responsibilities and strategic aims.

Your Role Will Involve

• Deliver excellent customer service by providing appropriate and effective solutions to housing and welfare issues, ensuring a high level of customer satisfaction.
• Provide housing, welfare, and benefit advice; together with guidance on employment opportunities and life in the UK to refugees who have recently been granted status, either following a positive asylum claim or on arrival under a government resettlement scheme, to support their successful integration within the borough.
• Offer expert advice and assistance to stakeholders, advocates, and customers experiencing welfare and benefit issues, working proactively to prevent homelessness and referring cases to partner agencies where appropriate.
• Support the UK Resettlement Team Leader with asylum and refugee work, including the Afghan Resettlement and Homes for Ukraine schemes, as required.

What We Are Looking For

• Educated to at least A-level/NVQ Level 3 or experience in relevant field.
• Comprehensive understanding of welfare benefits – including social security legislation, housing benefit, council tax support, tax credits, Universal Credit, and wider welfare reforms, with the ability to apply this knowledge to support households in maximising their income and sustaining accommodation.
• Awareness of national resettlement programmes, including knowledge of the UK asylum and refugee system, the Homes for Ukraine Scheme and the Afghan and Syrian Resettlement Schemes.
• Strong organisational and time management skills – with the ability to manage a varied caseload, prioritise competing demands, meet deadlines, and maintain high standards in line with quality assurance procedures.
• Proven ability to manage complex and sensitive situations – remaining calm, empathetic, friendly, and professional when working with vulnerable customers, often in challenging or high-pressure circumstances.
• Partnership working experience – with a track record of building successful relationships and working collaboratively with a wide range of stakeholders, including statutory services, voluntary organisations, and community groups, to achieve positive outcomes for customers.
• Additional language – spoken and written desirable.

Specific Working Requirements

• Valid driving licence (with business insurance cover) – required to travel independently across the borough and wider region in order to carry out home visits, outreach work, partnership meetings, and attend training or other work-related duties.
• Flexibility to work outside normal office hours – including occasional evenings and weekends, to meet service needs, respond to emergencies, attend community events, or represent the Council at meetings as required.
• Ability to work in varied settings – including customer homes, hostels, hotels, hospitals, prisons, and community venues, in line with service procedures and safeguarding protocols.
• Willingness to adapt to changing service demands – including redeployment within the wider housing and resettlement team to ensure continuity of service delivery.

What We Offer

• 32 days annual leave
• Flexible working including a hybrid working pattern for a better work-life balance.
• Generous Local Government Pension scheme includes life cover (3 times of annual salary); and an Additional Voluntary Contribution (AVC) scheme to enhance your pension provision.
• Free employee parking close to the offices.
• Give As You Earn scheme.
• Instant Reward Scheme to recognise and reward innovative achievement.
• Employee Assistance Programme providing counselling, advice and information.
• Access to discounts and deals with hundreds of retailers, including discounted gym memberships and travel deals.

RBWM values a collaborative and inclusive work environment, fostering creativity and innovation in all aspects of its operations. As an equal opportunities’ employer, we encourage applications from all as we believe diverse talent makes us stronger.

If you have a disability, are a current or former member of the armed forces or have been part of any formal care system up to the age of 25, you will be guaranteed an interview, should you meet the minimum requirements for the role.

Interview information

Interview dates: Early November, interviews will be held earlier should suitable candidates apply.

If you wish to discuss this position informally, please contact Waseem Saghir UK Resettlement Team Leader on Waseem.Saghir@RBWM.gov.uk