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Welfare Advice Officer

£17 - £22 per hour

Job Description

We are partnering with a distinguished housing association in Kent to recruit a skilled Welfare Advice Officer. Our client is dedicated to providing exceptional services to its residents and ensuring their financial well-being through expert advice and support.

As a Welfare Advice Officer, you will play a vital role in providing crucial advice and support to residents, maximising their incomes, managing debts, and promoting independent living within the community. You will serve as a point of contact in regards to welfare referrals, ensuring that referrals are effectively managed and triaged.

* Offer comprehensive support, information, and advice to residents, enabling them to enhance their incomes, manage debts, access online services, and sustain their tenancies.
* Manage a caseload of clients referred for welfare benefits advice and support, ensuring precise support planning and positive outcomes.
* Refer and support residents to access external services and grants to meet their needs.
* Collaborate with external agencies, local authorities, and community organizations to enhance the delivery of support services.
* Promote ways for residents to independently access welfare support and services.
* Collaborate with colleagues to ensure timely and accurate referrals to internal services, ensuring residents' varied needs are addressed.
* Be the initial point of contact, assessing and directing referrals for Communities services to the appropriate team or colleague.
* Administer and triage referrals to the resident hardship fund and manage the distribution of essential vouchers efficiently.
* Provide regular reports and case studies, contributing to the continuous improvement of services.
* Undertake administrative tasks related to residents and projects as required.

Ideal Candidate:
* Experience providing advice and support to individuals over various communication channels.
* Previous experience of working in a Welfare, Triage or Tenancy Sustainment role.
* Strong communication skills, both written and verbal.
* Knowledge of debt, financial exclusion, and welfare benefits.
* Ability to work collaboratively and communicate effectively with tenants, residents, and stakeholders.
* Commitment to diversity, equality, and delivering tailored support to vulnerable residents.

  • list ASB Officer
    £20.09 - £26.50 per hour

    MMP Consultancy are looking for a Neighbourhood / ASB Officer to join a fantastic Housing Association in South London.

    * Provide a responsive and pro-active tenancy management service, including succession, and mutual exchanges, and requests relating to the tenancy across all tenure types.
    * Investigate and resolve tenancy breaches in line with the Association's procedures and where appropriate work in partnership with other agencies and colleagues.
    * Ensure estates and communal areas are managed to a high standard and in conjunction with other colleagues, set up, monitor and manage contracts for estate cleaning, grounds maintenance and communal repairs and liaise with property services teams as required.
    * Undertake estate inspections with residents, ensuring the reporting of any repairs, and completion of arising tenancy and estate management actions. This includes carrying out Fire Risk Assessment reviews.
    * Lead on the management of any homeownership units within the patch, including liaison with
    * Rents and Revenue Team, Property Services and Leasehold Officer. This includes support of statutory consultation, and responding to enquires arising from stair-casing and resales process.
    * Bring any safeguarding concerns to the attention of the Team Leader, Manager or Housing Services Director or external agency as appropriate.
    * Contribute to the continuing improvement and development of working practices, policy and procedure in relation to neighbourhood management.
    * Investigate reports of domestic abuse, nuisance, harassment or anti-social behaviour made by or about residents or others and identify
    * Take the lead role on risk assessment of ASB/DV cases
    * Take all reasonable steps to resolve the dispute by agreement between the parties involving other agencies where appropriate (e.g. Mediation Services).
    * Use non-legal ASB remedies such as Acceptable Behaviour Contracts, Good Neighbour Agreements and restorative justice where appropriate.
    * Maintain systems for monitoring the incidence of nuisance and harassment and the
    * relative success of methods used to deal with it.
    * Communicate through social media channels anonymised successes.
    * Any other related duties assigned by the Team Leaders or the Neighbourhood & Estate Services Manager/Housing Services Director.

  • Customer Service Advisor
    Up to £0.00 per annum

    MMP Consultancy are looking to recruit a Customer Services Advisor - Repairs on a temporary basis working for a Local Authority based in Hammersmith.

    To provide a single point of contact for those contacting the council about housing services and repairs, to ensure that customers receive a timely and positive response to their contact within the council, achieving performance targets and high rates of satisfaction

    This will be a temporary position paying £22.92 Umbrella


    * Act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
    * Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
    * Capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
    * Access and record actions on the council's central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.
    * Develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
    * Carry out telephone surveys on a range of issues and record the outcomes
    * Capture and update relevant customer information
    * Work in a performance management driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets
    * Act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry
    * Act as positive role model for other staff members, and convey the standards and values at all times
    * Quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience
    * Work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation (8am - 6pm Monday to Friday).

    Skills & Abilities:

    * Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace.
    * Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services
    * Experience of working in a fast paced and high-pressure environment
    * Experience of dealing with challenging customers

    Title: Customer Service Advisor
    Location: Hammersmith
    Salary: £22.92 Umbrella

  • Housing Advisor
    Up to £0.00 per annum

    MMP Consultancy are looking to recruit a Housing Adviser (Homelessness Assessment Officer) on a temporary basis working for a housing association based in Hammersmith.

    To provide an excellent serviced to all residents and customers who present, apply or are referred to the service by offering high standards of customer care at all time, acting with integrity and courtesy, and adhering to service and corporate standards.

    This will be a temporary position paying £26.86 Umbrella


    * Act as a first point of contact for residents approaching the Council for housing assistance using all contact methods e.g. in person, by telephone, email, fax or by post.
    * The post holder will work flexibly across all access channels and locations as required to meet the needs of applicants and to ensure the efficient and effective running of the service;
    * Ensure that all set performance targets are met or exceeded, and where they are not, to work with team leaders and managers to take steps to quickly improve performance;
    * Develop and maintain a detailed working knowledge of the Housing Act 1996, Homelessness Reduction Act 2017, the Homelessness Code of Guidance and all associated case law and other legislation and policy, and apply this knowledge in the administration of our prevention and relief and other statutory duties;
    * Carry out full housing options interviews with all applicants who are homeless or threatened with homelessness in a person-centred way, including carrying out enquiries into applicants' circumstances, checking and verifying documents and visiting as appropriate, maximising prevention opportunities, creating and updating Personal Housing
    * Plans, providing advice and appropriate assistance to enable applicants to remain in existing accommodation to source alternative accommodation;
    * Determine homeless applications by conducting detailed enquiries, assessing against relevant legislation, guidance and caselaw, using initiative to ensure applications are fully investigated and determined with minimal management input.
    * Pro-actively manage and determine a caseload of applications through continuous assessment and review, assessing against relevant legislation, guidance and caselaw, using initiative to ensure that all opportunities to prevent and resolve homelessness and housing need are fully utilised, with minimal management input;
    * Work in partnership with a wide range of internal and external partners by making onward referrals, initiating or attending meetings / case conferences etc as appropriate; To carry out detailed affordability assessments, give advice on the availability of suitable and affordable accommodation, and to assist qualifying applicants access such accommodation.

    Skills & Abilities:

    * The ability to work within a complex system and find simple solutions and outcomes that deliver real change.
    * You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives.
    * Commitment to provide excellent service to all customers, clients and residents who will use the service.
    * Offer high standards of customer care at all times and meet corporate standards in the provision of a responsive and customer-focussed service.
    * Able to work effectively as a member of a team and to contribute to policy development and partnership arrangements.
    * Able to demonstrate strong communication skills, both in writing and verbally, understanding how messages need to be adapted to reflect the audience or recipient.

    Title: Housing Advisor (Homelessness Assessment Officer)
    Location: Hammersmith
    Salary: £26.89 Umbrella