Specialist Officer DHP's, Appeals And Complaints

Vox Network Consultants; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A local authority services provider in West London is seeking a Specialist Officer to lead on Discretionary Housing Payments and related benefits. The role includes assessing cases, managing appeals, and ensuring compliance with regulations. Remote work is an option with a full-time, 3-month contract at £29.49 per hour. Ideal candidates have strong local authority experience and excellent communication skills.

Qualifications

• Strong recent experience within a local authority/Housing Association Revenues & Benefits function.
• Proven track record assessing DHP and Council Tax Support cases.
• Excellent written communication for decision letters and complaint responses.

Responsibilities

• Assess & administer DHP and DCTS applications end-to-end.
• Advise on Educational Benefit Awards.
• Own the appeals process: draft submissions and present at tribunals.

Skills

Local authority experience

DHP assessment

Appeals handling

Written communication

Organizational skills

Education

IRRV (Tech/Members) or equivalent

Tools

NEC/Northgate

Capita/Academy

Civica

MS 365

Job description

Overview

Job Title: Specialist Officer – DHPs, Appeals & Complaints (Revenues & Benefits)

Location: West London Local Authority (Remote)

Contract: 3-month ongoing interim (full-time)

Rate: £29.49 per hour (umbrella)

Start: ASAP

The Opportunity: Join a high-performing Revenues & Benefits service, delivering expert casework on Discretionary Housing Payments (DHPs), Discretionary Council Tax Support (DCTS) and related education benefits. You’ll lead on complex appeals and complaint investigations, ensuring timely, accurate decisions and excellent customer outcomes.

Responsibilities

• Assess & administer DHP and DCTS applications end-to-end—eligibility, affordability, evidence checks, decisions and award notifications.
• Advise on Educational Benefit Awards and related entitlements, ensuring consistent application of policy.
• Own the appeals process: draft submissions, prepare evidence bundles and present at Housing Benefit Tribunals.
• Investigate Stage 1 & Stage 2 complaints, working closely with the Discretionary Benefits Team Leader and Resident Access Team; identify learning and service improvements.
• Respond to MP & Councillor enquiries within published timeframes using the corporate complaints system.
• Keep guidance current: interpret legislative and policy changes, update procedural notes and deliver concise training/briefings to colleagues.
• Maintain accurate case records, audit trails and performance data; uphold GDPR and safeguarding duties.

About You

• Strong recent experience within a local authority/Housing Association Revenues & Benefits function.
• Proven track record assessing DHP and Council Tax Support (or CTR) cases.
• Confident handling appeals (including tribunal representation) and complex complaint investigations.
• Excellent written communication—clear decision letters, complaint responses and appeal submissions.
• Comfortable working remotely to tight SLAs; highly organised with meticulous attention to detail.
• Systems: proficient with one or more Revenues & Benefits platforms (e.g., NEC/Northgate, Capita/Academy, Civica) and MS 365.
• Desirable: IRRV (Tech/Members) or equivalent; up-to-date knowledge of HB/CTR/DHP regulations and guidance.

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.