Birmingham City Council

Income Services Officer

6 days left

Woodcock Street
£20,903 to £27,041
10 Sep 2021
24 Sep 2021
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Permanent vacancy - within Birmingham City Council Benefits Service For an Income Services Officer

(Starting Salary £20,903.00-£27,041 per annum – pro rata for job share)

We are seeking an enthusiastic individual to join a team of officers whose primary function is to collect overpaid housing benefit from both current and former Local Authority tenants. The overpayments are a result of changes in the housing benefit entitlement claimed by those tenants and are collected in accordance with the appropriate legislation and office procedures. The team is situated in the Benefits Service, however, there are strong, established working relationships with the Rent Service who manage Birmingham City Council’s housing stock. Good communication skills are therefore a required skill in this role with both the public we serve and internal /external service channels. Your tasks will include|:

• To carry out tasks and activities to the required standard to meet service demand from customers across all service channels (telephone, visits, online/digital) in line with policies and procedures, legal protocols, statutory governance, performance management frameworks and published service standards to maximise income whilst maintaining the highest principles of integrity in service delivery.

• To effectively carry out and perform income management tasks and activities to ensure that the team of assigned area of work are working to optimum efficiency throughout the working time available in the delivery of income related services.

• To be proficient in carrying out tasks as part of a comprehensive income management service to meet the requirements of its customers, with specific focus on right first, on time every time approach for income and arrears case management

• To continually promote and perform activities as part of a team that lead to outcomes for customers that deliver financial and digital inclusion and benefit take up to maximise income and reduce management costs within the service area and wider Council. The successful candidate will have knowledge of both welfare benefits and of Housing Benefit Legislation in the context of overpayment recovery. Additionally, they will have experience of dealing with internal and external customers and demonstrate the ability to work well as part of a team and be able to organise work and set priorities. Background about Birmingham and the Benefits Service Birmingham is one of the youngest and most multi-cultural cities in Europe:

• 45.7% of Birmingham residents are under 30.

• 42% of the population are from Black, Asian and Minority Ethnic groups. The ambition for Birmingham City Council is to be an organisation that reflects the diversity of its citizens from the frontline to senior leadership. To always lead with an


  • 42% of the population are from Black, Asian and Minority Ethnic groups. The ambition for Birmingham City Council is to be an organisation that reflects the diversity of its citizens from the frontline to senior leadership. To always lead with an accessible and inclusive mindset in any strategic planning and operational decision making. And to be a place where employees can bring their whole authentic selves to work and be celebrated for it.

The Benefits Service is situated within the Digital and Customer Services Division.

Our purpose is to maximise income to citizens by awarding benefit promptly and accurately and promote the take up of relevant welfare benefits. To efficiently administer the Housing Benefit and Council Tax Support schemes thus enabling maximisation of Government subsidy whilst achieving service excellence, supporting our mission to reduce the % of households in fuel poverty and supporting citizens to maintain their tenancy and reduce potential homelessness.

Birmingham City Council offers a range of E learning development opportunities and professional development may be considered through membership of the Institute of Revenues Rating & Valuation (IRRV).

The Council offers employees a range of rewards and benefits including, My Birmingham Rewards: including discounts and savings at high street stores, supermarkets, utility providers, insurance premiums and great days out. Join great salary sacrifice schemes such as the Cycle to Work and make the most of Tax & NI savings. Access Health & Wellbeing offerings such as the Employee Assistance Programme (information & counselling), occupational health provision, voluntary health schemes such a gym memberships & the Health Cash Plan. Grade GR3 Salary range: £ 20,903 - £27,041.

Location - In recognition of the difficulties associated with the Coronavirus, the Benefit Service is currently operating on a working from home basis. However, this is subject to review, dependent on the needs of the service and as such the post holder may be required to attend the office location at 10 Woodcock Street, Birmingham B4 7BL.

we are committed to the provision and consideration of reasonable adjustments throughout the application process.

before any employment offer can be confirmed.” EQUAL OPPORTUNITIES IN EMPLOYMENT POLICY STATEMENT Birmingham City Council will ensure that all existing and potential employees receive equal consideration, and is committed to the elimination of unlawful or unfair discrimination on the grounds of gender, race, disability, colour, ethnic and national origin, nationality, sexuality, marital status, responsibility for dependents, religion, trade union activity and age (up to 65). It is the intention of the City Council that its workforce, at all levels, should reflect the composition of the City's population. To achieve this the Council will take active and positive steps to eliminate discrimination, reduce the effects of past discrimination and to promote equality in employment. Birmingham City Council is a Disability Confident ‘Committed’ employer


We welcome applications from people with caring responsibilities and flexible working options will be considered.

We encourage applications from Birmingham residents and care leavers

Interviews for this post will take place virtually via video conferencing. Shortlisted candidates will be provided with further information

For informal enquires regarding this position please contact:-

Glyn Warrilow (Team Manager- Local Authority Housing Benefit Overpayment Team) on 07732 788217 or via email


Ref: BCC002299

“Right to work in the UK documentation will be fully checked for all applicants.  All non-UK applicants (excluding Ireland) may require a Certificate of Sponsorship from Birmingham City Council and must have an approved visa from the UK Visas and Immigration (UKVI) before any employment offer can be confirmed. Unless they are an EEA or Swiss citizen or their family members, already living in the UK by 31 December 2020, then they will need to apply to the EU Settlement Scheme (EUSS) instead.”

Supporting documents
Income Services Officer Job Description 2019.pdf
Income Services Officer Person Specification.pdf

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