Location: Wembley (near Wembley Stadium) – 100% Office-Based
Working Hours: Monday to Friday, 09:00 – 17:00 (35–37 hours per week)
Salary: £31,000 – £39,000 per annum (dependent on experience)
The Role

Are you a resilient, tech-savvy professional looking to make a real difference in the community? Join our fast-paced Housing Benefit telephone team at the heart of Wembley. As a front-line Customer Service Officer, you will be the primary point of contact for residents navigating complex financial support systems.
Our team handles a high volume of enquiries—averaging 150 calls per day. You will be responsible for providing expert advice and guidance on a wide range of sensitive issues, including:
*Complex Enquiries: Explaining housing benefit entitlement and navigating overpayment recovery processes.
*Guidance & Support: Assisting customers with income maximisation and identifying eligibility for additional support.
*Technical Accuracy: Using multiple specialist IT systems simultaneously to update records and calculate entitlements in real-time.
What We Are Looking For
*Multi-Tasking Experts: You must have strong IT skills and be comfortable toggling between several applications while managing a live call.
*Communication Specialists: The ability to explain complex legislation in a clear, empathetic, and professional manner, even when dealing with difficult or sensitive topics.
*Resilience: Experience working in a high-pressure, high-volume environment where accuracy is critical.
*Reliability: This is a fixed, office-based role in a prime location near Wembley Stadium, requiring a consistent Monday to Friday presence.