Benefits and Money Advisor (Fixed Term Contract of up to 12 Months - Maternity Cover) advertised by

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Cheltenham Borough Homes

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

Tel: 01242 775313/775315/14

Website: Click Here

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Please email your application to or post it to the above address.

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This job has now expired. Please do not apply for this position.

Benefits and Money Advisor (Fixed Term Contract of up to 12 Months - Maternity Cover)


To find out more about us visit our website.

About the team:

You will be working as part of Cheltenham Borough Homes’ in demand Benefit and Money Advice Team, working with and supporting our customers (and colleagues from across the business) with benefit related problems or questions.

You will be part of this successful team delivering a high-quality benefit advice service, maximising customer income by completing welfare benefit entitlement checks and providing support with the relevant claims, and where applicable, challenging benefit decisions.

The role requires excellent attention to detail, relationship building and communication skills, and the ability to accurately maintain comprehensive yet concise case notes. It is important that you can work independently and be able to adapt to the ever-changing demands of the service.

The team’s philosophy is simple; the service must be accessible to all. The Advisors 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 available 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.

Established in 2011, and along with the day-to-day benefit advice service, they have played a lead role in the set-up and delivery of our Help2 Initiative (tenant crisis 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 team, and therefore this post, are primarily based out of our Oakley Community Resource Centre office, however attendance at other CBH sites, home visits and partnerships meeting will also be required.

Is this a challenging post? Yes, without question. On top of the significant increase of general enquiries from internal colleagues, external partners, and customers; the team’s case management during the pandemic increased by 152%. However, by adapting, making greater use of available technology and prioritising visits, 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 Vacancy:

To work with CBH tenants in our communities to help maximise their income, promote financial capability and independence, through the delivery of an
effective benefit and budgeting advice service. To pro-actively promote awareness of debt management issues and welfare benefit availability and
encourage our customers to engage.

Key Areas of Responsibility:

• To work with our customers to ensure that benefit take up is encouraged and maximised
• To provide a full range of services to customers, assisting them through the changes brought by the welfare reforms
• To accurately calculate benefit entitlements and confidently explain options to customers in a clear and concise manner
• Ensure that customer’s benefit claims are correctly completed and submitted within relevant timescales
• To support and represent tenants with benefit appeal hearings at tribunals
• Obtain or write relevant statements in relation to any claim especially when requesting any backdated benefit awards
• Ensure that financial information and other relevant documentation provided by customers is accurate and verified
• To liaise where necessary with other agencies in the prevention and detection of fraud
• To interpret and explain legislation, official letters or benefit information to customers
• Assist customers with budgetary planning and help them to seek assistance to prioritise and address any debts
• To work with Housing Management teams to aid tenancy sustainability
• To provide benefit surgeries, identify take-up issues with hard to reach and disadvantaged groups and to plan and prepare locally based take-up events
• To develop effective partnerships with other statutory and voluntary agencies
• Keep up to date with relevant legislation, policy and best practice; attending relevant internal and external training as required
• To design and deliver advice, information and awareness training to relevant internal staff, user and stakeholders
• To provide reports and statistics to the Benefit and Money Advice Team Leader showing the impacts of the role and future plans

Person Specification:
The essential criteria for this role:

• This role requires you to have a vehicle available for work, for which you will be paid an allowance. (This will be reviewed annually and is subject to
• Experience in a welfare benefits or debt management role (or similar)
• Good knowledge of legislation surrounding welfare reform
• Ability to work collaboratively and effectively with other services
• Ability to review complex information and develop plans from it
• Ability to co-ordinate stakeholders to achieve shared aims, objectives and targets
• Ability to organise own workloads and to work with minimal supervision
• Ability to deliver excellent standards of customer service
• Ability to work to personal and team targets
• Ability to work flexibly and on own initiative, and to work under pressure
• Excellent written and verbal communication skills
• Good negotiation and persuasion skills
• Effective problem solving skills and a desire to confront / resolve problems
• Ability to contribute effectively to the team
• Ability to follow procedures and accurately document casework activity
• Ability to assimilate a wide variety of information and apply it both to practical situations and to future plans
• Commitment to equal opportunities, and an ability to demonstrate that commitment
• Ability to demonstrate a commitment to the continuous improvement of service quality

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.

Closing date for applications: 17th January 2021

Salary: Grade G, £30,908 per annum

Hours Per Week: 37 Hours per week

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