Technical Awards & Support Officer
Job description
About the role:
Assess and administer welfare benefits and local awards, ensuring compliance with complex legislation, policy, and performance targets.
• Provide in-person support across Powys, including home visits and community drop in sessions, to assist customers with benefit needs and financial advice.
• Deliver triage and specialised advice, analysing customer needs to connect them with appropriate internal and external services for comprehensive support.
• Collaborate with internal departments and external agencies (e.g. DWP, HMRC, Citizens Advice) to resolve claims, maximise entitlements, and improve customer outcomes.
• Manage financial transactions and recovery, including benefit overpayments, council debts, setting up direct debits, and processing payments accurately.
• Support team development, acting as a coach and mentor, and contributing to continuous service improvement and quality assurance initiatives.
About you:
You will have:-
a minimum of 3 years in welfare benefits assessment, housing, customer service, money advice, social care, or a related field, including experience managing people in challenging environments and supporting the public both in-person and by phone. A specialist understanding of Housing Benefit, Council Tax Reduction, Discretionary Housing Payments, Social Care Awards, associated legislation (including appeals and fraud), and wider welfare benefits plus money advice and digital support. I.R.R.V. technician or equivalent welfare awards qualification, Level 3
leadership/management qualification, recognized certificate in debt and budgeting management, and 5 GCSEs including English and Maths (or equivalent).
Be proficient use of benefit assessment systems (e.g., Northgate, Civica) and standard software like Microsoft Office, with the ability to accurately process high volumes of work.
Have the ability to work independently and as part of a team, handle pressure and changing priorities, plan and prioritise effectively, and make decisions within procedures with minimal supervision.
Have strong verbal and written communication skills, able to deal sensitively with vulnerable customers, handle confidential information securely, and communicate difficult decisions effectively.
What you will do:
• Assess and process a wide range of welfare benefits and local awards, ensuring accuracy, compliance with legislation, and timely decision-making.
• Support customers directly in their homes or communities, offering advice on benefits, financial matters, and digital inclusion to improve their wellbeing.
• Provide triage and case management, identifying customer needs and referring them to the right services or support agencies when necessary.
• Handle financial transactions and recoveries, including collecting payments, identifying overpayments, setting up direct debits, and ensuring correct allocation.
• Work collaboratively with internal teams and external partners, contributing to service improvements, supporting colleagues, and helping resolve complex cases.