Welfare Assistance Support Officer

Job introduction

Job title: Welfare Assistance Support Officer

A bit about us:

Liverpool is home to vibrant, energetic, and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do.

Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We are proud of our world-famous thriving city with its rich culture, as well as affordable housing, good schools, beautiful green spaces – there’s really something for everyone!

The role:

Are you passionate about supporting people facing financial hardship? Do you have excellent customer service skills and enjoy helping people access the support they need? If so, we'd love to hear from you. Liverpool City Council is looking for a Welfare Assistance Support Officer to join our Welfare Assistance Team. This is an exciting opportunity to play a key role in helping residents access welfare support, navigate available services, and maximise their benefit entitlement. Working as part of a dedicated team, you will contribute directly to reducing poverty and deprivation across the city.

What the Role Involves

As a Welfare Assistance Support Officer, you will provide vital administrative and customer support across a range of welfare assistance schemes. Your key responsibilities will include:

• Managing referrals and allocating cases appropriately
• Supporting customers by telephone, email, and written correspondence
• Verifying applications and gathering information from relevant systems
• Providing initial advice on welfare benefits and available support schemes
• Identifying when customers require specialist advice and making appropriate referrals
• Maintaining accurate records, statistics and case information
• Working collaboratively with colleagues, partner agencies and community organisations
• Supporting continuous improvement and high-quality service delivery across the team

We’re looking for someone who is organised and compassionate individual who can communicate effectively with people from all backgrounds and circumstances.

You will have:

• Experience providing information, advice or support in a customer-facing environment
• Experience working with members of the public and partner organisations
• Excellent written and verbal communication skills
• Strong organisational skills and attention to detail
• The ability to manage competing priorities and work effectively as part of a team
• Confidence using ICT systems and maintaining accurate records
• The ability to handle sensitive and confidential information with professionalism and empathy

Our offer to you:

• At least 27 days holiday, plus bank holidays rising to 32 after 5 years’ service (pro rata if part time) - option to purchase further days
• Agile working (role dependent) - a “Flexibility First” approach to agile working, where flexibility is the norm rather than the exception
• Part of the Local Government Pension Scheme – option to join the AVC Scheme
• Progression - opportunities and training through a wide range of high quality learning
• Health and Wellbeing - offer including Employee Assistance Programme
• Cycle to Work and Travel Pass Schemes
• Drive Time – a salary sacrifice car lease scheme
• Family friendly policies with enhanced leave
• Discounted Gym Memberships
• Employee Volunteering Scheme
• Medicash

Next steps:
Closing date: midnight on 31st July 2026
Shortlisting date: w/c 3rd August 2026
Interview date: w/c 10th August 2024
Interview type: Face to face

We reserve the right to close this vacancy early. Once the role has closed, you will not be able to submit an application, and we are unable to reopen the vacancy for you to complete it. We strongly recommend submitting your application well in advance of the closing date to avoid disappointment.

If you would like any further information or an informal discussion, please contact Sue King via sue.king@liverpool.gov.uk

Watch our recruitment video and see what life is like working at Liverpool City Council.

Liverpool City Council is committed to fostering a workforce representative of the communities we serve. As an Equal Opportunities Employer, we believe in appointing candidates based on their skills, experience, qualifications, and abilities. To support this commitment, we guarantee an interview to candidates from under-represented groups who meet the minimum essential criteria for the role.

If you require any reasonable adjustments in line with the Equality Act 2010, such as an application form in a different format or additional time to complete your application, please contact us at recruitment@liverpool.gov.uk.

Although we advertise on Jobs Go Public, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications. Please ensure you complete your full profile, work and education history in Tribepad.

Eligibility to work in the UK will be verified in the final stages of the selection process. All candidates must either already have a right to work in the UK before commencing employment or meet the Home Office criteria for Visa sponsorship. Candidates who require sponsorship should evaluate the Home Office eligibility criteria for a Skilled Worker visa before applying.

Please be advised it is our understanding that this role does not meet the requirements of a skilled worker visa as set out by UK Visa and Immigration https://www.gov.uk/government/publications/skilled-worker-visa-eligible-occupations/skilled-worker-visa-eligible-occupations-and-codes . For details regarding the salary of a skilled worker visa please visit Home Office: https://www.gov.uk/government/publications/skilled-worker-visa-immigration-salary-list/skilled-worker-visa-immigration-salary-list

This is not legal advice, and we advise you to seek your own independent legal advice tailored to your own personal circumstances.