Benefits Assistant (Crisis and Resilience Fund)

Benefits Assistant – Fixed Term Contract until 31st March 2029.

Be part of a service that puts customers at the heart of everything we do.

Who we are and what we stand for

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might just be the perfect match.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time.

We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Help people access the support they need, when they need it most.

Our Customer Experience and Digital service is responsible for delivering high-quality, customer-focused services that support residents, businesses and communities across Gateshead. Bringing together digital services, customer experience, customer services, Council Tax, business rates, benefits and financial assessments, the service plays a key role in improving how customers access and interact with council services. It leads on digital and web development, customer insight and engagement, and drives service improvements that support the council's transformation and channel shift ambitions, while ensuring the effective delivery of a range of essential customer and financial services.

Supporting residents, delivering outcomes, making a difference every day.

Join us in making a positive difference to the lives of Gateshead residents. As a Benefits Assistant, you'll be at the heart of delivering essential financial support services, helping customers navigate benefit entitlements and access the assistance available to them. This is an opportunity to use your benefits expertise and customer-focused approach in a role where your work has a direct impact on individuals, families and communities across the borough.

What you'll get to do:

• Provide advice and guidance to residents on Housing Benefit, Local Council Tax Support and other available financial assistance, helping customers access the support they're entitled to.
• Process Housing Benefit, Local Council Tax Support, Free School Meals and free school travel applications accurately and efficiently to ensure timely decisions and payments.
• Keep up to date with benefit legislation and local schemes, applying your knowledge to deliver a high-quality, compliant service.
• Meet with customers, both in person and through home visits where required, to support benefit applications and gather relevant supporting information.
• Work closely with colleagues, partner organisations and external agencies to improve customer outcomes and maximise benefit take-up across the borough.
• Assess and calculate entitlement, including retrospective awards, ensuring claims are awarded correctly and for the appropriate periods.
• Explain benefit decisions, calculations and overpayments clearly and sensitively, responding to customer enquiries and correspondence in a professional and supportive manner.
• Manage the recovery of overpayments in line with legislation, policy and council procedures.
• Support the development of colleagues through mentoring, coaching and sharing your knowledge and expertise.
• Contribute to the ongoing success of the team and undertaking other duties appropriate to the role.

What you'll bring:

• A minimum of 4 GCSEs at Grade C/4 or above (or equivalent), including English and Maths.
• Demonstratable knowledge and experience working within Housing Benefit, Local Council Tax Support, the wider benefits system, or Local Government Finance with the ability to apply complex regulations accurately.
• Experience using Microsoft Office and other digital systems to manage information and deliver efficient services.
• Excellent administrative and organisational skills, with the ability to manage a varied workload and meet deadlines.
• Strong numerical and analytical skills, with a high level of accuracy when processing financial information and calculations.
• Excellent communication skills, with the ability to explain complex information clearly, provide outstanding customer service, and build positive working relationships with customers and colleagues.

What’s in it for you

• Competitive Salary : We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary – we invest in your future too. Find out what benefits a Local Government Pension provides:
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours : Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme : Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions – a cost-effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice : Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services – plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation

How to apply

You can apply online using the apply now button below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications.

We advise you to be as detailed and specific as possible, paying particular attention to any of the above which are relevant to the role to which you are applying.

If you have any questions about your application, please don’t hesitate to reach out to our recruitment team via View email address on northeastjobs.org.uk

Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. However, in high-volume recruitment situations, it may not always be practicable to interview every eligible candidate. In such cases, we may need to prioritise those who best meet the essential criteria, based on the information provided in the application.

Additionally, the Council reserves the right to close this vacancy early or adjust the shortlisting criteria, including the pass mark for interview selection, to ensure a fair and manageable recruitment process. We encourage early applications.