The role
Do you have a passion for helping people, especially during challenging times? Do you thrive in a role where your skills can make a real difference in your community? If so, we have the perfect opportunity for you.
As a Local Support Officer, you will be the first point of contact for customers facing emergency crises or financial hardship.
You will provide compassionate guidance, practical support, and expert advice to help them navigate emergency situations and financial hardship. From assessing claims for the Emergency Support Scheme to offering budgeting and welfare advice, your work will truly change lives.
Your role is more than just customer service – it's about making a lasting impact by connecting people with the help they need to live independently and move closer to employment.
Key Responsibilities:
• Provide compassionate advice and support to customers in financial hardship or crisis, helping them apply for the Emergency Support Scheme and Hardship Fund.
• Guide customers through welfare benefit applications, maximising their income and ensuring they receive all eligible support.
• Offer tailored advice on budgeting, digital skills, and steps towards employment to empower customers towards greater independence.
• Deliver excellent customer service across multiple channels, including phone, email, and face-to-face meetings.
• Collaborate with stakeholders, external agencies, and other departments to ensure comprehensive, holistic support.
• Signpost customers to additional resources, external services, and community programs for further assistance.
How will you make an impact as our Local Support Officer?
• A solid understanding of Emergency Support Schemes, Hardship Funds, and Welfare Benefits to provide expert guidance to those in need.
• Knowledge of Housing & Council Tax Benefits/Reduction and relevant legislation to ensure accurate advice and support.
• Strong communication skills, both written and verbal, enabling you to connect with customers, colleagues, and external partners.
• Experience in service delivery, with a proven track record of providing high-quality customer support in a fast-paced environment.
• Problem-solving abilities to manage conflicting priorities while maintaining a high level of service.
• Proficiency with IT systems like Microsoft Office, NEC, and Northgate, ensuring efficient handling of customer cases and data.
• A customer-focused mindset, showing empathy and dedication in helping individuals move towards financial stability and independence.
• Effective interpersonal skills to work collaboratively with a variety of stakeholders and provide holistic support.
Additional details
We will only consider applications from internal candidates, that are current employees or agency workers on an active assignment.
This post requires a satisfactory Disclosure and Barring Service (DBS) check.
About Southwark Council:
Southwark Council is the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues such as The Shard, The Tate Modern and Borough Market along with many social enterprises and we have a young, diverse, and growing population.
At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities.
Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.
Benefits and more information:
https://jobs.southwark.gov.uk/why-us/
Guaranteed Interview Scheme:
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition
Recruitment timetable
Closing Date: Thursday 3rd October 2024 at 23:59*
*We reserve the right to close this vacancy once a sufficient number of applications has been received. You are advised to submit your application as early as possible to avoid disappointment.
Interview Date: Wednesday 9th October 2024
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme. We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
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