Benefits Overpayment Officer

North Yorkshire Council; Harrogate; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Learning and development

Hybrid working

Generous annual leave

Local Government Pension Scheme

Job summary

North Yorkshire Council is seeking a Benefit Overpayment Officer to manage the recovery of Housing Benefit overpayments, liaise with customers, and coordinate with other council services. Hybrid role with travel to North Yorkshire offices as needed.

Candidates should have experience in housing benefits, debt recovery, and strong IT and communication skills, with GCSEs in English and Maths. A DBS check will be required for the role.

Qualifications

• Experience in benefits administration and overpayments.
• Knowledge of Housing Benefit and Council Tax Reduction regulations.
• Experience with debt recovery and various collection methods.
• Strong customer service and IT skills.
• GCSE English and Maths is required.
• Ability to travel to North Yorkshire offices for training/meetings.

Responsibilities

• Administer and monitor overpayments: manage recovery from invoicing to repayment.
• Deliver excellent customer service: respond to daily inquiries in person, by phone or in writing.
• Collaborate with services and bodies to support recovery and guidance to customers.
• Support customers in financial hardship while staying recovery-focused.

Skills

Customer service

Debt recovery

IT skills

Communication skills

Decision-making

GCSE English & Maths

Education

GCSE English and Maths

Tools

Microsoft Office

Customer databases

Internet applications

Job description

About Our Service

The Welfare and Benefits Service plays a vital role in supporting residents across North Yorkshire by managing applications for Housing Benefit, Council Tax Reduction, Housing Payments, and Exceptional Hardship Awards. Our dedicated team assesses claims and provides expert advice to both our customers and our colleagues across various council services.

The role offers hybrid workingwith expectations to work a least 2 days per week from one of our office bases in Harrogate, Selby, Richmond, Scarborough, Northallerton or Skipton- please indicate in your application which location would be most convenient for you.

Join Our Team!

We have exciting opportunities for Benefit Overpayment Officers to join our friendly, supportive, and highly customer-focused Benefits Compliance Team. If you're passionate about making a positive impact, we’d love to meet you!

Your Role

As a Benefit Overpayment Officer, you will:

• Administer and Monitor Overpayments: Handle the entire recovery process for Housing Benefit overpayments, from invoicing to repayment, utilising a range of recovery measures.
• Deliver Excellent Customer Service: Investigate and address daily customer inquiries via phone, in-person, and written communication, ensuring a high standard of support.
• Collaborate Across Services: Work in partnership with various services and professional bodies to aid recovery efforts and guide customers toward financial support and advice.
• Support Customers in Financial Hardship: While the role is recovery-focused, you will also be committed to assisting customers facing financial difficulties.

About You

We are looking for individuals with a strong customer-centric approach, ready to respond positively and empathetically to resolve issues. Ideally, you will:

• Have recent experience in assessing Housing Benefit and Council Tax Reduction claims, with a practical understanding of relevant regulations and legislation.
• Possess experience in debt recovery and various collection methods.
• Have a background in customer support, engaging with clients on a one-to-one basis.
• Be proficient in IT, including customer databases, internet applications, and Microsoft Office.
• Exhibit excellent communication skills, capable of explaining complex issues and handling conflicts effectively.
• Be a confident and decisive decision-maker.
• Hold a GCSE or equivalent in English and Maths.

In return, we offer

• A strong focus on learning and development with ongoing training

• Hybrid working and a positive work/life balance
• A supportive team environment
• Generous annual leave entitlement
• Access to the Local Government Pension Scheme

• A range of employee benefits and discounts

Additional Information

You may need to travel to other offices in North Yorkshire for training and team meetings. This role involves handling highly sensitive information, so a basic disclosure from the Disclosure and Barring Service will be required.

For additional information about this opportunity, please contact Nicky Gray at [e-mail] and Jenny Thwaites at [e-mail].

Key Dates

Closing Date:25th October 2026

Shortlisting: 27th October 2026

Interviews: 9th and 10th November 2026 at Civic Centre, St Lukes Avenue, Harrogate HG1 2AE