Job Details
Job Title: Senior Housing Benefit Officer
Location: London Borough of Harrow, HA3 8NT
Working Arrangement: Hybrid
Contract Length: 3–6 months (with potential for extension)
Pay Rate: £30.03 per hour (Umbrella)
Job Purpose
To provide senior-level support within the Housing Benefit service by allocating and prioritising workloads, carrying out quality assurance checks, handling complaints, supporting Assessors with complex cases, and assisting with Housing Benefit appeals. The role ensures accurate decision-making, legislative compliance, and high service standards.
Key Responsibilities
Work Allocation & Performance Support
Allocate and prioritise Housing Benefit workloads in line with service demands and statutory deadlines
Monitor caseloads and performance to ensure targets are met
Provide guidance and day-to-day support to Housing Benefit Assessors
Quality Assurance
Conduct quality assurance checks on Housing Benefit assessments and decisions
Identify errors, trends, and training needs, providing constructive feedback
Ensure compliance with Housing Benefit legislation, regulations, and local procedures
Complex Casework
Support and advise Assessors on complex or high-risk cases, including:
Complex income and household circumstances
Temporary accommodation cases
Overpayments and backdating
Take ownership of particularly sensitive or escalated cases when required
Complaints Handling
Investigate and respond to Housing Benefit-related complaints
Ensure responses are accurate, timely, and in line with corporate complaints procedures
Liaise with customers and internal stakeholders to resolve issues effectively
Appeals & Disputes
Assist with reconsiderations and formal Housing Benefit appeals
Prepare appeal responses, statements, and supporting evidence
Support tribunal processes where required
Knowledge, Skills & Experience
Essential
Significant recent experience working in Housing Benefit within a UK local authority
Experience operating at Senior Housing Benefit Officer level or equivalent
Strong working knowledge of Housing Benefit legislation and regulations
Experience with quality assurance, complaints handling, and appeals
Ability to support and guide colleagues on complex casework
Strong written and verbal communication skills
Desirable
Experience working in a hybrid or fast-paced local authority environment
Familiarity with common local authority benefits systems
Personal Attributes
Highly organised with the ability to manage competing priorities
Detail-focused with a strong commitment to accuracy and compliance
Confident decision-maker with a supportive leadership approach
Professional and customer-focused
