Welfare Support Officer — Hybrid, Public Service

Opus People Solutions Limited; Shrewsbury; Hybrid; GBP 17,000 - 25,000; Full time

Job summary

Opus People Solutions Limited, recruiting on behalf of Shropshire Council, is seeking a compassionate Welfare & Housing Support Adviser to join the Welfare Support Team in Shrewsbury. The role involves processing crisis and resilience funding applications, gathering evidence and delivering supportive guidance to residents facing financial hardship.

You will assess applications against funding criteria, maintain accurate case records in Dynamics/SharePoint, and work with colleagues to signpost

Qualifications

• Experience in customer service, welfare, benefits, housing, financial assessment or administrative work.
• Ability to handle sensitive conversations with professionalism and empathy.
• Strong evidence-based decision making grounded in policy and data.
• Organised and capable of managing a varied caseload with accuracy.
• Proficient with IT systems including Office, case management tools and shared databases.

Responsibilities

• Process crisis and resilience funding applications from the public via phone and digital channels.
• Gather information, review circumstances and supporting documents for eligibility.
• Perform identity and eligibility checks and maintain accurate case records.
• Assess against funding criteria and make fair decisions in line with policies.
• Signpost to specialist services and other organisations as needed.
• Record funding decisions with senior colleagues when appropriate.
• Contribute to service improvements and team objectives.

Skills

Customer service

Empathy

Organisational skills

Communication skills

IT systems proficiency

Teamwork

Attention to detail

Tools

Dynamics

SharePoint

Case management systems

Microsoft Office

Job description

Opus People Solutions Limited, recruiting on behalf of Shropshire Council, is seeking a compassionate Welfare & Housing Support Adviser to join the Welfare Support Team in Shrewsbury. The role involves processing crisis and resilience funding applications, gathering evidence and delivering supportive guidance to residents facing financial hardship.

You will assess applications against funding criteria, maintain accurate case records in Dynamics/SharePoint, and work with colleagues to signpost