Job description

We have an exciting opportunity for a Crisis Resilience Fund/Financial Inclusion Senior Officer to join us!

We are looking for a Crisis Resilience Fund/Financial Inclusion Senior Officer to join our successful Benefits team.

This is a full time, permanent role with hybrid working, and a salary of £34,962 to £38,791 per annum.

About us:

The Royal Borough of Windsor and Maidenhead (RBWM) is set in the wider county of Berkshire, one of the most economically productive and innovative areas of the country. The borough council – a unitary authority - takes pride in its exceptional team of dedicated professionals who are passionate about providing quality services to the community. RBWM is a unique borough, with huge opportunity given its proximity to London and expanding business sectors, as well as being a major cultural and tourism area which includes international attractions such as Windsor Castle, Legoland and Ascot Racecourse.

Given our Royal connections, the eyes of the world are often on us, and we continue to rise to the challenge.

This is an excellent opportunity for an enthusiastic Crisis Resilience Fund/Financial Inclusion Senior Officer to join our Benefits team.

The Role:

You will work within the Benefits Team and will be responsible for the line management of one Crisis Resilience Fund (CRF) Officer and three Financial Inclusion Officers. You will provide guidance, oversight, and support to ensure both teams deliver high‑quality financial support to residents.

You will assess and monitor the delivery of Crisis Resilience Fund payments, including crisis and housing payments, ensuring that applications are assessed promptly and consistently. In doing so, you will balance the need to provide a person‑centred and supportive service with the responsibility to protect the Council’s financial interests.

You will ensure that residents have access to welfare benefit advice and are supported to understand their wider welfare benefit entitlements. You will be responsible for ensuring effective onward referrals to local and national financial support schemes, helping residents to maximise their income.

Through the provision of CRF and financial inclusion advice, you will support residents to improve their income, living standards, and financial resilience. This will include promoting sustainable outcomes through wrap‑around support, partnership working, and early intervention where appropriate.

Your role will involve:

• Day to day management and support of the CRF and Financial Inclusion officers.
• Accurate and prompt decision making in the assessment of claims for CRF payments in accordance with relevant guidance and legislation.
• Responsible for identifying the most appropriate support and wrap around services to assist with financial resilience.
• Maintaining a sound knowledge of the CRF scheme, Council Tax and Housing Benefit, and wider welfare benefit legislation.
• Ensuring overpayments are monitored and recovered where required, and ensuring potential fraud is identified.
• Dealing with customer enquires face to face and over the phone to meet the commitment to high customer care.
• Assisting the team leader with MI returns to the DWP and liaising with internal and external stake holders to promote the services provided.

What we are looking for:

• A person with a sound knowledge of the functions, procedures and systems of Council Tax and Housing Benefit, Pension Service, DWP including Universal Credit and to be able to keep up to date with welfare benefit legislation and Government led changes.

• An ability to communicate clearly and concisely both orally and in writing with the ability to handle sensitive and situations professionally and calmly.
• Able to prioritise work and meet deadlines in a pressured environment.
• An ability to work flexibly, with a proven experience of home visiting to meet customer needs and the use of a vehicle with a clean driving licence.
• A proven track record of resolving customer issues, being proactive and acting with honesty and integrity.

What we offer:

• 32 days annual leave pro rata
• Flexible working including a hybrid working pattern for a better work-life balance.
• Generous Local Government Pension scheme includes life cover (3 times of annual salary); and an Additional Voluntary Contribution (AVC) scheme to enhance your pension provision.
• Free employee parking close to the offices.
• Give As You Earn scheme.
• Instant Reward Scheme to recognise and reward innovative achievement.
• Employee Assistance Programme providing counselling, advice and information.
• Access to discounts and deals with hundreds of retailers, including discounted gym memberships and travel deals.

RBWM values a collaborative and inclusive work environment, fostering creativity and innovation in all aspects of its operations. As an equal opportunities’ employer, we encourage applications from all as we believe diverse talent makes us stronger.

If you have a disability, are a current or former member of the armed forces or have been part of any formal care system up to the age of 25, you will be guaranteed an interview, should you meet the minimum requirements for the role.

Interview dates: week commencing 11 May 2026- closing date 03 May 2026.

If you wish to discuss this position informally, please contact Sarah Sneyd Benefit Assessment and Social Care finance Lead at sarah.sneyd@rbwm.gov.uk