Welfare Support Team Support Officer

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

Pay: £15.31 per hour Hours: 37 hours per week, Monday-Friday 08:45 - 17:00 Location: Shrewsbury (Hybrid working available) Contract: 12 weeks (potential for extension)

Opus People Solutions are recruiting on behalf of Shropshire Council for a compassionate and customer-focused Welfare Support Team Support Officerto join their Welfare Support Team.

This is an excellent opportunity to make a real difference to residents facing financial hardship, helping them access crisis and resilience funding and connecting them with the support they need.

The role centres around processing Local Welfare Provision applications, gathering evidence, making fair decisions and providing supportive guidance to vulnerable customers.

As a Welfare & Housing Support Adviser, your typical duties will include:

• Receiving and processing applications for crisis and resilience funding from members of the public via telephone and digital channels
• Speaking with customers to gather information about their circumstances and reviewing applications in detail.
• Completing identity and eligibility checks, including reviewing supporting documentation such as bank statements and evidence of financial hardship.
• Assessing applications against funding criteria and making fair, transparent decisions in line with local policies and procedures.
• Liaising with customers to obtain outstanding evidence and supporting information required to progress applications.
• Confirming funding decisions with senior colleagues where appropriate.
• Signposting customers to specialist support services, advice agencies and other organisations that may be able to provide additional assistance.
• Processing awards through approved payment methods including cash payments, vouchers and other forms of support.
• Maintaining accurate records using Dynamics, SharePoint and other internal systems.
• Producing customer correspondence and updating case notes to ensure records remain accurate and compliant.
• Working closely with colleagues within a small, supportive team to ensure vulnerable residents receive timely assistance.
• Contributing to service improvements and supporting wider team objectives.

We are looking for someone who:

• Has experience working in a customer service, welfare, benefits, housing, financial assessment or administrative environment.
• Is confident handling sensitive and sometimes challenging conversations with professionalism and empathy.
• Can review information carefully and make balanced decisions based on evidence and policy.
• Has strong organisational skills and can manage a varied caseload effectively.
• Is comfortable using multiple IT systems, including Microsoft Office, case management systems and shared databases.
• Has excellent verbal and written communication skills.
• Can work both independently and collaboratively within a close-knit team.
• Maintains high levels of accuracy and attention to detail when handling confidential information.

Desirable Experience

• Experience working within a local authority, housing, welfare support or benefits environment.
• Understanding of financial hardship schemes, discretionary funding or community support services.
• Experience of making evidence-based decisions and signposting customers to appropriate services.
• Knowledge of Dynamics, SharePoint or similar case management systems.

This is a rewarding opportunity for someone who enjoys helping people, making informed decisions and supporting residents through difficult circumstances.

If you're looking to develop your public sector experience while making a genuine difference in the community, we'd love to hear from you.

All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.

In addition, due to the nature of the role the appropriate level of criminal record disclosure will be undertaken.