Senior Welfare Manager – Benefits & Housing in Taunton

Bring your experience, leadership and ambition to a role where you can truly shape the future of welfare services in Somerset. This is an opportunity for an established Welfare Manager to broaden their influence, leading the strategic delivery of essential financial support services across a large and diverse authority. You’ll oversee Housing Benefit, Council Tax Reduction and wider welfare provision, ensuring services are not only effective and compliant, but continually evolving to meet changing need.

We’re looking for someone who is confident shaping direction, driving innovation and improving performance, while keeping residents at the centre of everything. Your experience will be key in strengthening financial resilience, enhancing service quality and delivering meaningful outcomes for our communities.

At Somerset Council, you’ll join a forward-thinking organisation that values strong leadership, collaboration and professional growth. In return for your expertise, you’ll have the scope to lead change, influence strategy and make a lasting difference in a supportive and progressive environment.

Role Summary

As our Welfare Manager, you will lead the delivery of Housing Benefit, Council Tax Reduction and discretionary welfare schemes at Somerset Council. You will ensure compliance with legislation while maximising take-up and supporting vulnerable residents. This role is key to shaping welfare policy, improving service delivery, and managing both ongoing and government-funded schemes. By driving accountability and continuous improvement, you will contribute to the Council’s strategic priorities and the financial wellbeing of local communities.

What you'll do - Key Responsibilities

• Lead the Welfare team, setting clear objectives and ensuring high performance across all areas of service delivery.
• Develop and implement strategies to maximise subsidy income and reduce overpayments.
• Be responsible for audits, statutory returns and ensuring compliance with legislation and policy.
• Oversee accurate and timely processing and payment of entitlements and discretionary schemes.
• Monitor and report on key performance indicators and drive service improvements.
• Directly manage, coach and develop senior officers and wider team members.
• Lead on recruitment, training and performance management within the team.
• Contribute to financial planning, forecasting income and managing risk.
• Identify and manage risks to prevent fraud and ensure robust internal controls.
• Work with internal teams and external agencies to promote welfare take-up.
• Handle complex cases, complaints and customer enquiries with a customer-focused approach.
• Support policy development, system improvements and digital transformation initiatives.

What We’re Looking For – Knowledge, Experience and Skills

• Expert knowledge of relevant legislation and local policies, including Housing Benefit Regulations, Council Tax Reduction Schemes, DWP guidance, and public sector financial frameworks.
• Strong understanding of data governance, predictive analytics, digital service platforms, and financial/non-financial risk within the service.
• Proven experience managing a welfare team within a local authority, including leadership, team motivation, and performance management.
• Experience in policy development, strategic implementation across multiple services, compliance, audit response, and change management/project delivery.
• Experience of working in a political environment, representing a local authority, and building effective relationships with members, partners, customers, advocacy agencies, and external bodies.
• Demonstrable experience managing stakeholders, presenting financial information, and negotiating with government departments and funding bodies.
• Experience using Revenues, Welfare and Benefits systems and producing data analysis, reports, and statutory returns.
• Strong leadership, communication, interpersonal and negotiation skills, with the ability to develop high-performing teams.
• Strong analytical, problem-solving and decision-making skills, with the ability to interpret complex information and make clear, evidence-based decisions.
• Ability to develop and implement policies, manage workloads effectively, and operate strategically with a systems leadership approach.
• IRRV membership/qualification (or working towards), degree-level qualification (or equivalent experience), and leadership/management qualification (or equivalent experience).
• Knowledge of strategic commissioning and outcome-based service design.
• Understanding of data governance, predictive analytics and digital platforms.
• Experience managing challenging situations, including complaints and vulnerable customers.
• Experience leading cross-functional projects or transformation programmes.
• Conflict resolution or complaint handling training.
• Ability to influence senior stakeholders, including elected members and external agencies.
• Advanced data analysis and insight to inform policy and service delivery.

Additional Information

• Full time (37 hours), Permanent role.
• 33 days annual leave (additional to Bank Holidays).
• Flexible and hybrid working opportunities.
• Occasional requirement for evening or weekend work to meet deadlines or attend community events.
• Some travel within the local area may be required for meetings, site visits and community engagement activities.

Regretfully, we are unable to offer sponsorship for this role. We are only able to proceed with candidates who already have the right to work in the UK without the need for visa sponsorship.

For an informal chat about the role, please contact Shaun Warren, Head of Revenues and Benefits on 01278 435447 or shaun.warren@somerset.gov.uk