Tenancy Sustainment & Financial Inclusion Officer

The Royal Borough of Kensington & Chelsea Council; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local government council in the City of London is seeking a Community Support Worker to provide residents with tailored financial assistance and help them stay secure in their homes. This role involves working closely with individuals to address their financial challenges, providing practical support, and collaborating with other agencies. Candidates should have strong IT skills and a passion for community welfare. The position requires excellent communication skills and will offer training and a supportive team environment.

Benefits

Annual salary increases

Training and development

Inclusive workplace environment

Qualifications

• Strong IT skills to manage databases and keep accurate records.
• Proven experience supporting residents through benefits and grant applications.
• Experience in public sector housing or social services is valued.

Responsibilities

• Work closely with residents to provide tailored financial support.
• Focus on early intervention to prevent serious financial issues.
• Provide face-to-face support and maintain a busy caseload.

Skills

Empathy

Calm and adaptable approach

Excellent written communication

Strong IT skills

Education

Education to A-Level standard or equivalent

Job description

Overview

Provide practical support, build stability and help residents stay secure in their homes. This role puts you at the heart of our commitment to supporting residents, helping them manage their finances and sustain their tenancies. By offering practical guidance and building confidence, you’ll play a vital part in creating stability for individuals and strengthening the wider community.

Working style

You’ll be based in the Borough for 4 days a week, playing a key role in serving the local community. Whether you’re working on the frontline or behind the scenes, you’ll be part of a dedicated team making a real difference to residents’ lives.

What you’ll be doing

• Work closely with residents across the Lancaster West Estate, offering tailored support that helps people overcome financial challenges and hold on to their homes.
• Focus on early intervention – spotting potential issues before they become serious and putting the right help in place.
• Provide financial inclusion casework: one‑to‑one advice on budgeting, guiding residents through benefit claims or disputes and supporting applications for grants.
• Carry out personalised income and expenditure assessments, as well as “better‑off” calculations, to help people explore options such as employment or exemptions from the benefit cap.
• Stay up to date with welfare legislation to provide accurate, timely advice.
• Support residents with more complex needs, including mental health and isolation risks.
• Work with social services and other partners, adapting the approach for each individual and addressing sensitive issues such as anti‑social behaviour.
• Build strong relationships inside the Council and with external agencies to ensure joined‑up, effective support.
• Provide frontline face‑to‑face support for a large number of residents, requiring resilience, empathy and a fair but sensitive approach.
• Maintain a busy caseload, staying organised.
• Read further details in the Job Description and Person Specification.

What you’ll bring

• Education to A‑Level standard or equivalent.
• Strong IT skills to manage databases and keep accurate records.
• Sound working knowledge of welfare benefits and income maximisation.
• Proven experience supporting residents through benefits and grant applications.
• Experience managing a caseload of clients and providing practical, hands‑on help to those with complex needs.
• Calm, adaptable and people‑focused approach.
• Confidence working with residents from all walks of life, balancing empathy with professionalism.
• Clear written, verbal and numerical communication skills.
• Organised and able to manage a busy workload.
• Ability to build trust, work as part of a team and maintain professional boundaries.
• Experience in public sector housing, community engagement or social services (valued). Understanding of the Welfare Reform Act and financial inclusion landscape.
• Ability to motivate and coach others, helping residents to take positive steps towards change.

Why join us

At RBKC, we’re all in – investing in our people, our communities and our future.

Join a supportive, friendly and fast‑paced team where collaboration is key. We’ll help you learn on the job, provide training to build your confidence and make sure you have the tools you need to succeed.

This role gives you the chance to make a direct and lasting difference in people’s lives, helping residents to overcome challenges and achieve financial stability.

From day one, you’ll be part of a team committed to helping you hit the ground running. You’ll gain experience across different areas of housing and financial support, and see the positive impact of your work every day in the community.

About us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.

As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

Interview details

Interviews will be held in person on week commencing 8th December 2025. This role requires a Standard DBS.

Ready to join us? We’re all in – are you? If you share our values and have the skills to contribute, we’d love to hear from you.

Please apply online explaining how you meet the requirements set out in the person specification and job description. We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We are committed to fair, transparent, and consistent pay practices. New hires will start at the minimum of the advertised salary range.

Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.