Welfare Support & Assessment Officer

Bracknell Forest

Job description

We’re passionate about supporting our community; Come and join a team who put the customer at the centre of everything we do.

Do you have a passion for people?  Do you want to be part of a team where the vision is to get the very best customer service to those claiming Housing Benefit and/or Council Tax support, who need our help the most, in a fast-moving area of work?  You will be making a difference to the lives of those who need our support in direct and indirect ways.  You’re going to have a big impact on what we do, so you’ll be trusted to take ownership of your work. To deliver better today. And to create a better tomorrow.

What it’s like working in our team…

We are a small team who work closely together to make sure that we are providing the very best support to members of our community who come to us for help in meeting their rent and council tax costs.

At times, the work can be pressurised, it can be complex, and sometimes we have to make difficult decisions.  However, there is also the opportunity to think creatively, exercise your discretion and apply the legislation accurately but with empathy and to have the opportunity to make a lasting difference to the lives of residents, particularly important during difficult financial times.


You will be supported to carry out the following duties, responsibilities, and training…

  • Ability to process claims quickly and correctly in accordance with legislative requirements, to meet targets and specified performance deadlines and maintain any statistics and records needed to enable workloads and targets to be monitored
  • To respond to customer enquires across a multitude of platforms including, face to face, telephone, or on-line, always promoting self-service and digital channels
  • To maintain detailed knowledge of, and keep up to date with, government policies relating to Benefits legislation including Universal Credit eligibility criteria and working practices in the administration of Housing Benefit and Council Tax Support and Local Welfare.
  • Maintain knowledge of the functions, procedures and systems of Council Tax, Housing and Homelessness, Pensions Service, Rent Service, HM Revenue and Customs, DWP including Universal Credit and other areas impacting on the assessment of Housing Benefit and Council Tax Support or where data is shared
  • Maintain accurate computerised records of data collected in respect of the administration and payment of benefit applications, exercising discretion in relevant areas as necessary.

The benefits we offer are…

  • Professional subscription fees met by the Service (IRRV only).
  • An inclusive and social working environment.
  • Flexible working opportunities including a flexi-time scheme.
  • A great office location next to travel links and the regenerated town centre (The Lexicon).
  • Discounted leisure centre and gym membership.
  • Supermarket discount.
  • An interest free loan for a rail season ticket.

What we’re looking for…

We are looking for an enthusiastic, confident, and reliable person who is able to work in an environment which is governed by legislation, and which can be pressurised.  Ideally with previous experience of working in a financial assessment role, we would like people who can come with new ideas and ways to improve our service.

Interview date

Interviews will be held 27 July 2023

We reserve the right to close this vacancy at any time prior to the closing date.

Want to ask us a question?

For an informal discussion or to ask any questions about this role.  Please contact:

Sarah Fitchett, Welfare Support & Assessment Team Leader

Tel.: 01344 352913 Email: sarah.fitchett@bracknell-forest.gov.uk

As part of the Council’s ongoing commitment to redeployment, please note that this vacancy may be withdrawn at any stage of the recruitment process if a suitable redeployee is identified.

Any candidates wishing to apply who would require sponsorship can determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant criteria.

No agencies please.

Salary range, £26,541- £31,762 (Includes £663 Local Weighting)

Hours: 37 Hours, Permanent. Home Flex working style which means home working is considered suitable for at least 80% of week.


Salary range / grade: £26,541- £31,762 (Includes £663 Local Weighting)

Hours: Full Time Permanent

Closing date: 16th Jul 2023, 11:59pm

Disability Confident Employer