Systems Support Officer - Revenues And Benefits

Coventry City Council; Rishton; On-site; GBP 32,000 - 42,000; Full time

Job summary

Coventry City Council is seeking a motivated individual to join the Revenues & Benefits Systems Support Team. The role focuses on supporting and developing Housing Benefits systems, ensuring accuracy, resilience and effective service delivery.

You will investigate issues, analyse data, test changes and support continuous improvement across the service with stakeholders and suppliers. Strong analytical and communication skills are essential.

Qualifications

• Recent experience in a Revenues & Benefits service is essential.
• Strong understanding of Housing Benefit legislation and administration.
• Excellent analytical and problem-solving skills with systems and data.
• Ability to communicate clearly with a range of audiences during incidents and changes.

Responsibilities

• Provide specialist IT systems support for the Revenues & Benefits Service.
• Monitor and run critical business processes to keep systems operational.
• Investigate system and process failures, identify root causes, and resolve or escalate as needed.
• Analyse system data, reports and outputs to spot issues and opportunities for service improvement.
• Test new functionality, system upgrades and legislative changes against business requirements.
• Collaborate with operational teams, ICT and software suppliers to diagnose and resolve issues.
• Conduct audit checks on batch processing, outputs and financial reconciliations.

Skills

Analytical thinking

Data analysis

Stakeholder communication

Problem solving

System testing

Spreadsheet literacy

Tools

Excel

Job description

What is the job role?

This is an exciting opportunity for a highly motivated individual to join our Revenues & Benefits Systems Support Team.

The successful candidate will play a key role in supporting and developing the systems used across the Revenues & Benefits Service, with a particular focus on Housing Benefits. Working closely with operational teams, system suppliers and stakeholders, you will help ensure our systems remain effective, accurate and resilient in supporting service delivery.

You will be responsible for investigating system and process issues, analysing data and reports, testing new functionality, supporting business processes and helping to identify opportunities for continuous improvement.

Main duties will include, but are not limited to:

• Providing specialist support for the IT systems used within the Revenues & Benefits Service.
• Running and monitoring critical business processes to ensure systems remain operational and service objectives are met.
• Investigating system and process failures, identifying root causes and taking appropriate action to resolve or elevate issues.
• Analysing system data, reports and outputs to identify issues, trends and opportunities for service improvement.
• Testing new functionality, system upgrades and legislative changes to ensure changes meet business requirements before implementation.
• Working with operational teams, ICT colleagues and software suppliers to diagnose, track and resolve system-related issues.
• Conducting audit checks on batch processing, system outputs and financial reconciliations to ensure data integrity and accuracy.

This post is exempted under the Rehabilitation of Offenders Act and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

Who are we looking for?

We are looking for an individual with recent experience working within a Revenues and Benefits service and a strong understanding of Housing Benefit legislation and administration.

The successful candidate will have excellent analytical and problem-solving skills and be confident using systems, reports, spreadsheets and data analysis techniques to investigate issues and support service improvement.

You will be able to work independently and as part of a team, prioritising workloads effectively while maintaining a high level of accuracy and attention to detail.

You should be able to communicate effectively with a wide range of audiences, explaining technical information clearly and managing stakeholder expectations during incidents, investigations and system changes.

We are particularly interested in candidates who can demonstrate experience in:

• Housing Benefit administration and legislation.
• Investigating and resolving complex system or operational issues.
• Analysing data and using reporting tools or spreadsheets to identify problems and improve services.
• Supporting, testing or implementing system changes and enhancements.
• Working with software suppliers and stakeholders to resolve issues and deliver improvements.
• Interpreting information and making informed decisions based on evidence and analysis.

Experience of Revenues & Benefits systems support, systems testing, data quality, financial reconciliation or business process management would be advantageous.

You will be organised, self-motivated, adaptable and committed to delivering high-quality services to both internal and external customers.

Additional Information

Please note: Recent experience working within a Revenues & Benefits service is an essential requirement for this role. Applications that do not demonstrate relevant Revenues & Benefits experience will not be progressed.

Guaranteed Interview Scheme

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

We recognise that you might use AI tools to help with your application. While these tools can be useful, please make sure that all information you provide about your experience, skills, and qualifications is accurate. What matters most to us is hearing about your experience and the achievements that truly reflect you!

Interview date(s): W/C 9th November

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.