This job has expired

Money Support Officer

Town & Country Housing
Tunbridge Wells, Kent
Closing date
28 Oct 2021

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Community and Customer Services, Tenant services
Salary Band
Up to £30,000, £20,000 - £29,999
Full Time
Organisation Type
Housing association / RP
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JOB TITLE:              Money Support Officer

REPORTING TO     Income Services Manager






To contribute to Town & Country Housing’s support strategy by providing a comprehensive range of information, guidance and any onward referral to help people manage their money and prepare for changes in welfare benefit.


  • Undertake casework management to inform and empower residents in the community to maximise their income.
  • Advise and assist clients with claims for welfare benefits, tax credits, charitable grants and other kinds of financial support. 
  • Compose appeals against overpayments of Housing Benefit, Council Tax Benefit, and challenge Tax Credit overpayments.
  • Work with customers in interpreting and explaining up- to-date welfare benefits legislation including reviewing and explaining official letters and information.
  • Actively signpost clients using internal/ external referral networks to appropriate agencies for specialist legal help or other support services.
  • Record and maintain detailed and accurate case records using an online case management system.
  • Identify and record social policy issues as they arise, including liaising with other agencies to identify common trends.
  • Maintain appropriate service activity and performance monitoring information and submit Local Performance Indicator and Key Performance Indicator data and reports as required.
  • Liaise with the Income Management Team to ensure clients are paying their rent and any arrears by agreed payments.
  • Work directly with clients on issues relating to managing their finances including creating household budgets, spending diaries and financial health checks
  • Identify possible sources of benefits for clients and helping clients with completing appropriate claim forms.
  • Help to develop and maintain a database of clients creating relevant statistical data which links to Key Performance Indicators.
  • Help to develop and maintain the debt referral procedure and liaise with relevant partners where necessary.
  • Develop and maintain joint working relationships with strategic partners to maximise support for our residents




  • To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
  • Recognise, respect and promote the different roles and diversity of the individuals within the business.
  • To actively contribute towards key performance indicators and professional standards. 
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process.  This may include identifying anomalies in data and investigating and correcting them where appropriate.  Ensure you attend training on data protection regularly. 
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge. 
  • Attend and participate in training and other meetings and staff events as required.
  • Be an effective member of your team, presenting a positive impression of your section and the business. 
  • This job description is a guide to the nature of the work required.  It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.


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