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Specialist Officer DHP's, Appeals And Complaints
Descripción de la vacante
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.
Formación
- 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.
Responsabilidades
- Assess & administer DHP and DCTS applications end-to-end.
- Advise on Educational Benefit Awards.
- Own the appeals process: draft submissions and present at tribunals.
Conocimientos
Educación
Herramientas
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.
- 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.
- 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.
* El índice de referencia salarialse calcula en base a los salarios que ofrecen los líderes de mercado en los correspondientes sectores. Su función es guiar a los miembros Prémium a la hora de evaluar las distintas ofertas disponibles y de negociar el sueldo. El índice de referencia no es el salario indicado directamente por la empresa en particular, que podría ser muy superior o inferior.
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