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About the Role
Lead essential resident support, guide a dedicated team, and strengthen local resilience by overseeing front-line services that help residents navigate hardship and access crisis assistance. Ensure safety net services remain accessible, dignified, and robust.
Responsibilities
- Provide visible, hands-on leadership across Resident Financial Support services.
- Oversee Crisis Payments, Home Start Essentials, Local Support Payments for Westminster City Council, and other local welfare provision.
- Manage and develop a team, setting clear standards and balancing workloads.
- Step into operational delivery during peak demand or complex cases to resolve escalations.
- Lead the operational roll-out of the new Crisis Payments scheme and integrate the Crisis Resilience Fund.
- Connect emergency support with broader financial resilience services.
- Collaborate with internal departments, external partners, and suppliers to ensure prompt and equitable local support.
- Manage support fund budgets, maintaining financial control, governance, and risk mitigation.
- Analyze performance data, management information, and reporting tools (Excel, Power BI) to identify community needs and track service outcomes.
- Inform policy reviews, modernize digital systems, and contribute to transformation priorities.
Requirements
- Proven operational management experience in a front-line or customer-focused public service environment.
- Skills to lead, motivate, and develop a dedicated team through periods of change.
- Understanding of financial hardship with an empathetic, person-centred approach.
- Sound judgment to make fair, defensible decisions on complex and sensitive cases.
- Strong working knowledge of welfare benefits, discretionary support schemes, and related regulations.
- Demonstrable experience managing public funding streams within agreed budgetary limits.
- Comfortable working with performance data, case management systems, and reporting tools (Excel, Power BI).
- Ability to use data from multiple sources to track trends, evaluate performance, and present evidence.
- Highly organised, resilient, and practical.
- Ability to balance immediate day-to-day pressures with longer-term service improvements.
- Excellent communication skills, listening with respect, acting with integrity, and building trusted relationships.
- Commitment to the 'we're all in' mindset.
- Ability to serve the local community.
- Willingness to collaborate with colleagues.
- Ability to manage services remotely.
- Ability to apply for a standard DBS check.
- Ability to explain how you meet the requirements set out in the person specification and job description.
Skills
- Operational management
- Team leadership
- Team development
- Crisis management
- Financial management
- Budget management
- Performance analysis
- Data analysis
- Excel
- Power BI
- Communication
- Interpersonal skills
- Problem-solving
- Decision-making
- Welfare benefits knowledge
- Discretionary support schemes knowledge
- Public funding management
Location
- Borough (for three days a week)
Work Type
- Hybrid
Experience Level
- Management experience
Salary/Compensations
- Competitive salary
- New hires start at the minimum of the advertised salary range
- Employees receive annual salary increases until they reach the top of the pay scale
- Employees will receive any agreed cost of living pay rises
Benefits
- Generous annual leave entitlement
- Access to the Local Government Pension Scheme
- Flexible hybrid working pattern
- Comprehensive wellbeing initiatives
- Continuous learning opportunities
- Leadership training
About the Company
- Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places.
- Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.
- A competent and caring Council that takes pride in its work every day, ensuring services are delivered with care and competence.
- We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.
- The 'we're all in' mindset is central to this role.
- Leading a front-line service in a fast-moving, financially scrutinised environment brings complex challenges.
- Challenges become genuine opportunities for professional growth.
- Strengthen the safety net for residents and build long-term resilience across the community.
Equal Opportunity
- Committed to promoting equality and respecting diversity.
- Welcome applications from all sections of the community.
- A Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.