Benefit and Money Advice Assistant advertised by

Job Details

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Cheltenham Borough Homes

Contact Information:
Cheltenham Borough Homes
HR Department
Cheltenham House
Clarence Street
GL50 3JR

Tel: 0800 408 0000

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Benefit and Money Advice Assistant


Function:  Benefit & Money Advice
Salary:   (Per Annum) £20379
Status:  Part Time
Type:  Permanent

More details

You will be working as part of Cheltenham Borough Homes’ in demand Benefit and Money Advice Team, (who consistently secure over £1 million pounds of additional benefits per year for our customers), supporting the day-to-day functions of the advisors while maintaining effective lines of communication with customers, colleagues and external partners. Although this is primarily an administrative support role, we will be looking to involve you in the overall support package that we offer to our customers and enhance your knowledge of the welfare benefit system. We’ll develop your skills to comprehensively complete charitable grant and statutory benefit applications, thus you’ll be directly contributing to the outcomes achieved for our customers.

The team work within our communities to promote financial capability and independence through the delivery of an effective benefits and budgeting service. They proactively promote awareness of debt management and advocacy services to ensure that our tenants have the best possible chance of sustaining their tenancies with CBH. They monitor and regularly review the service and endeavour to ensure that help is available to any tenant in need of assistance.

You will be assisting and have support from our Benefit and Money Advice Team Leader and two Benefit and Money Advisors, who are primarily based out of our Oakley Community Resource Centre office (Clyde Crescent, Cheltenham). However, technology provides us with the opportunity to work from home on occasions. It is also likely that attendance at other CBH sites or accompanying colleagues on home visit or partnership meeting will also be required.

The service was established in 2011 and has played a lead role in the set-up and delivery of our Help2 Initiative (tenant support fund), and proudly led campaigns to raise awareness of the dangers associated with illegal money lending and loan sharks; with CBH winning two ‘National Champions’ awards as a result. The service has also been shortlisted on three occasions for prestigious housing industry awards.

The philosophy of our Benefit and Money Advice team is simple; the service must be accessible to all. Perseverance and varied methods of communication are used to encourage customer engagement and you will be key to supporting this approach.

Is this a challenging post? Yes, without question. However, the positive outcomes and appreciation shown by our customers makes being part of this successful team incredibly rewarding. The team are often confided in and you truly have a part to play in identifying those most in need of help and making a real difference to people’s lives.

The role is advertised at 31 hours per week over five days. However, to secure the best person for the post we do not want this to be a barrier for you to apply and are happy to discuss should you require some flexibility to this working pattern.

The Vacancy:

Key Areas of Responsibility

• Provide administrative support with the accurate collation of statistics and reporting, accessed via our customer database and case management systems

• Monitor the teams ‘Landlord Portal’ account provided by the Department for Work and Pensions (DWP), to ensure that all tenants making a new claim to Universal Credit (UC) are introduced to the BMA Team and offered support to understand the workings of UC

• Supporting the maintenance of open cases and the electronic filing of confidential documents and consent forms that are required to support the customer’s on-going benefit claim or benefit appeal

• To help the BMA team promote and encourage customer engagement with the jobcentre, debt advice agencies, mental health support and CBH initiatives, such as work clubs, illegal money lending awareness sessions and budgeting sessions

• Help ensure efficient use of the BMA team’s diary by communicating with our customers to ensure that appointments are confirmed and missed appointments minimised

• Accurate completion of grant applications, liaison with external charities and collation of outcomes achieved


• The post holder will be required to provide administrative support of the day to day duties for the BMA team
• Excellent communication skills and the ability to tailor approach to a diverse range of audiences
• Ability to work to policies and procedures
• Excellent organisational skills, with an ability to organise own workload; to work with minimal supervision; and sometimes to work to deadlines and under pressure
• Ability to contribute to the work of a well-knit team
• Ability to work to individual and team targets
• Excellent literacy and numeric skills
• Understanding of equality and diversity
• A good knowledge of IT systems, including word processing and data storage
• Experience of working in a customer focussed and front-line service
• An empathetic approach to customers who may, for a variety of reasons, be experiencing stress and difficulties
• Provide exceptional levels of customer care to ensure that relationships are maintained and developed
• Accuracy and attention to detail
• Ability to support colleagues to achieve shared aims, objectives, and targets
• Ability to prioritise and organise own work and show initiative
• Awareness that conversations with customers may sometimes be difficult and/or involve sensitive circumstances
• Excellent communication skills and the ability to tailor approach to a diverse range of audiences
• Knowledge gained from working within housing, charity, support of benefit departments
• Ensuring high levels of customer satisfaction
• Working knowledge of welfare reform legislation

For an application pack please visit our website by clicking on the Apply Now button. Please see details to the right of this advert for information.

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