Benefits Officer - WMF3067i

About this opportunity

Westmorland and Furness Council is an ambitious authority that is shaping public services for the better, building on strong foundations and transforming them for the future. Do you enjoy working both independently and as part of a team in a fast-paced and evolving environment? Are you confident dealing with customers face-to-face and committed to delivering high-quality services in the community? An exciting opportunity has arisen within our Revenues & Benefits service for a highly motivated individual to work as a Benefits Officer, as we continue to enhance and improve our services. This role is key in ensuring the accurate and timely administration of all Housing Benefit and Council Tax Support, Housing Benefit overpayment recovery and the newly introduced housing payments as part of the Crisis Resilience Fund. You will also undertake visits to customers in their homes or other settings to verify information, provide support, and help prevent fraud and error. The successful candidate will support the delivery of a compliant, effective and customer-focused Benefits Service, contributing to improved outcomes for our residents.

Key responsibilities:

• Assess and process all types of Housing Benefit and Council Tax Support claims in line with legislation and policy.
• The recovery of Housing Benefit overpayments in accordance with regulations, policies and procedures.
• Engage and communicate with customers and stakeholders providing guidance and advice.
• Negotiate and influence the setting of payment plans, follow up missed payments and re-negotiate payment plans.
• Carry out verification visits to customers’ homes and other locations to gather evidence and support claims.
• Identify and investigate potential fraud, error or discrepancies in claims.
• Maintain accurate and up-to-date records using relevant IT systems.
• Work collaboratively with internal teams and external partners, including landlords and support agencies.
• Contribute to service improvements and ensure high standards of customer care.

Who we are looking for:

• An organised and motivated individual with experience of Housing Benefits administration and relevant legislation.
• Housing Benefit overpayment and recovery experience, with a strong ability to negotiate payment plans.
• Someone confident in conducting face‑to‑face visits, with the ability to handle sensitive situations professionally and empathetically.
• A team player with excellent communication skills and a strong commitment to customer service.
• Ability to work accurately, manage workloads effectively, and meet deadlines.
• Strong problem‑solving skills and sound decision‑making abilities.
• Experience of working with a wide range of stakeholders, including vulnerable customers.
• Good IT skills, including Microsoft Office and relevant Revenues and Benefits systems.
• A flexible approach to work, including some travel across the Westmorland and Furness area.

If you would like to have an informal discussion about this role, please contact Marina Jepson on 01229 876526. The role will involve regular travel across Westmorland and Furness, a valid driving licence with access to a vehicle is required.

What can we offer you!

Working at Westmorland and Furness Council you will receive a variety of benefits, including a competitive pension scheme, enhanced annual leave allowance and other various perks and discount schemes.

Equality, Diversity, and Inclusion

Westmorland and Furness Council is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from everyone and work to promote an inclusive, supportive culture that values and celebrates our differences. As a Disability Confident Leader, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview. We also offer guaranteed interviews to Armed Forces personnel and veterans and those in care or care experienced and under 24 years old that meet the essential criteria for the role.