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About the Role

As a Financial Support Officer, you’ll be a trusted point of support for residents facing acute hardship, assessing requests for support with care, competence and fairness to deliver timely support to help people in crisis.

Responsibilities

Connecting directly with residents experiencing financial hardship or vulnerability, offering sensitive, practical support by telephone, email, written correspondence and in person.
Gathering, verifying and evaluating complex personal and financial information, reviewing income, expenditure and housing costs alongside Council systems and DWP records.
Assessing applications across schemes including Home Start Essentials, Crisis Payments, and Local Support Payments for Westminster City Council.
Using professional judgement and discretion within Council policy to determine eligibility and award values.
Explaining decisions clearly, respectfully and with empathy, especially in challenging situations where an award cannot be made.
Proactively connecting residents with debt advice, welfare services and local community resources.
Working closely with colleagues in a self-managing team, taking shared responsibility for daily phone and inbox cover.
Maintaining thorough, auditable case records.
Supporting peer reviews and quality assurance.
Providing frontline insights to improve processes, shape emerging support schemes and strengthen the overall resident experience.

Requirements

Proven experience from a customer-facing, administrative or advisory role, ideally within welfare support, benefits or related public services.
Understanding of the importance of treating residents fairly, respectfully and with sensitivity.
Resilience to manage difficult conversations with calm professionalism.
Analytical ability to assess complex evidence, spot missing details and make objective, well-reasoned decisions.
Strong attention to detail.
Accountability for choices.
Ability to communicate outcomes in a clear, accessible and thoughtful way.
Organised and adaptable.
Ability to prioritise workload effectively in a busy, fast-paced environment.
Ability to contribute to shared operational delivery.
Enjoy working collaboratively within a self-managing team.
Pride in keeping precise, auditable records.
Ability to reflect Council values of putting communities first, acting with integrity and working together.
Bringing the ‘we’re all in’ mindset means stepping forward with compassion and dedication to tackle complex financial crisis challenges head-on.
Calm, empathetic and thoughtful approach.
Commitment fully to interpreting policy and delivering discretionary support.

Skills

Communication
Analytical skills
Attention to detail
Organisation
Adaptability
Teamwork
Record keeping

Location

Borough

Work Type

Hybrid
Full-time
Part-time
Job share

Experience Level

Proven experience

Salary/Compensations

Grade E salary

Benefits

Hybrid working arrangements
Ongoing professional development
Comprehensive training programmes
Peer support
Clear career progression pathways
Generous annual leave allowance
Membership of the Local Government Pension Scheme
Access to a wide range of staff wellbeing initiatives

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.
As a competent and caring Council, we take pride in our work every day, ensuring our 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.

Equal Opportunity

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.