Specialist Officer DHP’s, Appeals and Complaints

Description

Job Title: Specialist Officer – DHPs, Appeals & Complaints (Revenues & Benefits)

Location: West London Local Authority (Remote)

Contract: 3-month ongoing interim (full-time)

Rate: £29.49 per hour (umbrella)

Start: ASAP

The Opportunity Join a high-performing Revenues & Benefits service, delivering expert casework on Discretionary Housing Payments (DHPs), Discretionary Council Tax Support (DCTS) and related education benefits. You’ll lead on complex appeals and complaint investigations, ensuring timely, accurate decisions and excellent customer outcomes.

What You’ll Do

Assess & administer DHP and DCTS applications end-to-end—eligibility, affordability, evidence checks, decisions and award notifications.

Advise on Educational Benefit Awards and related entitlements, ensuring consistent application of policy.

Own the appeals process: draft submissions, prepare evidence bundles and present at Housing Benefit Tribunals.

Investigate Stage 1 & Stage 2 complaints, working closely with the Discretionary Benefits Team Leader and Resident Access Team; identify learning and service improvements.

Respond to MP & Councillor enquiries within published timeframes using the corporate complaints system.

Keep guidance current: interpret legislative and policy changes, update procedural notes and deliver concise training/briefings to colleagues.

Maintain accurate case records, audit trails and performance data; uphold GDPR and safeguarding duties.About You

Strong recent experience within a local authority/Housing Association Revenues & Benefits function.

Proven track record assessing DHP and Council Tax Support (or CTR) cases.

Confident handling appeals (including tribunal representation) and complex complaint investigations.

Excellent written communication—clear decision letters, complaint responses and appeal submissions.

Comfortable working remotely to tight SLAs; highly organised with meticulous attention to detail.

Systems: proficient with one or more Revenues & Benefits platforms (e.g., NEC/Northgate, Capita/Academy, Civica) and MS 365.

Desirable: IRRV (Tech/Members) or equivalent; up-to-date knowledge of HB/CTR/DHP regulations and guidance.

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email

Remote working/work at home options are available for this role.

Ad ID: 5417143016