Money Support Team Leader

About the role

Role Summary

Contribute to delivering a comprehensive and up-to-date benefits advice service, promoting financial and digital inclusion, improving opportunity for employment, education, and training by providing a comprehensive range of information, guidance and any onward referral to help people manage their money and prepare for changes in welfare benefit.

To improve the prospects of our customers by ensuring they are socially included and best prepared for the future.

Support the day-to-day management of the Money Support team including line management of Money Support Officers whilst having a small case load of your own when required.

Salary:

£38,917 per annum

Hours of Work:

35 per week

Contract:

Permanent

Probation Period:

6 Months

Notice Period:

1 Month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

Niki Melville, Tenancy and Money Support Manager

What will you be doing?

Role Specific Responsibilities

• To ensure income maximisation for our customers through the take up of benefit and general debt advice.
• To improve the financial confidence of our customers including budgeting and money management skills.
• To provide a comprehensive welfare benefits and general financial support service to customers. Advise and assist clients with claims for welfare benefits, tax credits, charitable grants, and other kinds of financial support.
• Compose appeals against overpayments of Housing Benefit, Council Tax Benefit, and challenge Tax Credit overpayments.
• To improve the financial confidence of our customers including budgeting and money management skills.
• Work with customers in interpreting and explaining up- to-date welfare benefits legislation including reviewing and explaining official letters and information.
• Actively signpost clients using internal/ external referral networks to appropriate agencies for specialist legal help or other support services.
• Where required, manage a small caseload ensuring new referrals are actioned within timescales and record are maintained, detailed and accurate using an online system.
• Maintain appropriate service activity and performance monitoring information and submit Local Performance Indicator and Key Performance Indicator data and reports as required.
• Liaise with the Income Management Team to ensure clients are paying their rent and any arrears by agreed payments.
• Work directly with clients on issues relating to managing their finances including creating household budgets, spending diaries and financial health checks.
• Develop and maintain joint working relationships with strategic partners to maximise support for our residents.
• To promote opportunities for employment, education, and training for our customers.
• To promote comprehensive employment advice services to customers.
• To provide basic energy advice to help combat fuel poverty.
• To lead on energy efficiency campaigns and the development of appropriate services.
• To liaise and develop effective relationships with partners and other agencies that are concerned with energy efficiency.
• To work with colleagues across the organisation to support, maintain and sustain tenancies.
• To provide marketing information including newsletter articles, website copy and leaflets to support initiatives.
• Identify and record social policy issues as they arise, including liaising with other agencies to identify common trends.
• Day to day line management of Money Support Officers including monthly 1-1s and annual appraisals.
• Support with the delivery of group supervision and supporting Money Support Officers with their case load.
• Oversee referrals into the team, ensuring they are actioned in a timely way.
• Update KPI figures and produce reports where required evidencing outcomes of the team, projects or funding accessed.

General

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the Group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
• This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.
• This role requires a basic DBS check.

About You

Education & Qualifications

• A relevant housing, welfare benefit or financial inclusion qualification
• High level of numeracy and literacy (essential)
• Full driving licence (essential)

Key Skills & Competencies

• Experience of managing referrals and allocating workload to a team.
• Experience of overseeing group supervision.
• Experience of supporting staff and undertaking 1-1s.
• Knowledge of tenant and landlord legislation.
• Excellent written and verbal communication with ability to explain complex information to a variety of audiences.
• Excellent IT Skills including Microsoft Office applications.
• Proven experience of debt advice casework or in a role that requires a good working knowledge of the welfare benefits system.
• Experience in effective case management.
• Experience of effective working with key agencies.
• Proven time management and prioritising skills.
• Budgeting and financial management skills.
• Methodical, with a good eye for detail.
• An understanding of data protection and the need for confidentiality and a non-judgmental approach to advice provision.

Behaviours

• Ability to persuade and negotiate with a wide range of people gaining their commitment and influencing outcomes.
• Ability to communicate effectively and sensitively with clients and third parties.
• Ability to work effectively alone or as part of a team.
• Understanding of interviewing skills and general advice work.
• Able to analyse information and data logically and reach sound conclusions.
• Ability to interact and build productive relationships internally and externally.
• Demonstrate empathy and understanding of issues affecting vulnerable people.
• Passionate about delivering excellent customer service.

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Monday, 30 March 2026

Interview Date:

Wednesday, 8 April 2026