INTERNAL ONLY: Technical Awards and Support Officer
Job description
This position is advertised internally for Powys County Council employees only
About the role:
-Assess and administer welfare benefits and local awards, ensuring compliance with legislation.
-Provide in-person support across Powys, including home visits and community drop-in sessions, to assist customers with benefit needs and financial advice.
-Collaborate with internal departments and external agencies (e.g. DWP, HMRC, Citizens Advice) to resolve claims, maximise entitlements, and improve customer outcomes.
-Support team development, acting as a coach and mentor, and contributing to continuous service improvement and quality assurance initiatives.
About you:
-A minimum of 3 years in welfare benefits assessment, or a related field, including experience managing people in challenging environments
-A specialist understanding of Housing Benefit, Council Tax Reduction, Discretionary Housing Payments,
-I.R.R.V. technician or equivalent welfare awards qualification, Level 3 leadership/management qualification, 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.
-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.
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.
-Work collaboratively with internal teams and external partners, contributing to service improvements, supporting colleagues, and helping resolve complex cases.