West Northamptonshire Council
Crisis and Resilience Senior Administrator
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We are looking for a motivated and organised Senior Administrator to join our Crisis and Resilience Fund team. This is an exciting opportunity to play a key role in supporting residents experiencing financial hardship and crisis situations across West Northamptonshire.
As part of a busy and rewarding service, you will assess Crisis and Resilience Fund applications, gather and verify information, and make informed decisions to ensure support is provided fairly, consistently and in line with scheme criteria.
You will work closely with residents, colleagues and partner organisations, helping people access the support they need while maintaining accurate records and ensuring a high-quality customer experience.
As a Senior Administrator within the Crisis and Resilience Fund team, you will play a key role in helping residents access financial support during times of crisis. Managing a caseload of applications from initial enquiry through to decision, you will assess individual circumstances, gather and verify information, and ensure all supporting evidence is in place to make informed and fair decisions on applications.
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You will regularly engage with residents by telephone and other communication channels, often supporting people who may be experiencing financial hardship or challenging personal circumstances. Working collaboratively with colleagues and partner organisations, you will help ensure residents are connected with the most appropriate support available while maintaining accurate records and ensuring compliance with council processes and audit requirements.
Alongside managing a busy inbox and responding to enquiries, you will contribute to the smooth and effective delivery of the service, ensuring applications are processed efficiently and residents receive a high standard of customer care throughout their journey.
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You will be an organised and confident administrator with excellent communication and interpersonal skills, and the ability to manage a varied workload in a fast-paced environment. You will be able to engage sensitively and professionally with vulnerable residents and those experiencing crisis situations, adapting your approach to meet individual needs.
You will have experience of working with customers, gathering and assessing information, and maintaining accurate records. You will be comfortable communicating by telephone and able to make balanced, evidence-based decisions while managing competing priorities and meeting deadlines.
Knowledge of welfare benefits and income maximisation support would be advantageous, as would experience of assessing applications, claims or similar customer support schemes. Most importantly, you will be committed to providing an excellent customer experience and ensuring residents receive the right support at the right time.
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