benefits support officer

  • hours per week: full time (35 hours)
  • location: Hybrid - Rugby office/home based 
  • salary details: £36,000 - £39,000
  • vacancy type: Permanent

caba’s purpose

as an occupational charity, caba helps the ICAEW community thrive by equipping individuals with the practical, emotional, or digital tools to manage whatever’s in front of them, from everyday situations to exceptional life-changing circumstances.

our vision is that everyone in the ICAEW community can fully participate in life.

your role at caba

to support the delivery of service by providing person centred expert advice, guidance and advocacy case management support, ensuring that people access appropriate support and caba provides impactful solutions to a variety of presenting issues for people in need to help them achieve long term sustainability and empower them to have greater control over their lives.

your key responsibilities:

advice and advocacy

  • provide advice, advocacy, support and guidance to service users based around the specific needs presented and/or holistically identified for service users’ in the UK and overseas who are in hardship, living with long-term physical and mental health issues, have caring responsibilities and/or are potentially vulnerable and in distressing or crisis situations.
  • take ownership of a full case workload, prioritising service users’ needs while engaging sensitively, research and propose an appropriate tailored course of action, confirming in writing so as to manage the service user expectations, and agree commitments, facilitating a positive service user journey.
  • provide specialist advice and casework to service users with income maximisation, budgeting and challenging welfare benefit decisions, through detailed written submissions at mandatory reconsideration and appeal stages, including representation at first tier tribunal hearings and any other relevant hearings where appropriate.
  • maintain safe working practices and ensure that home visits, safeguarding, GDPR and confidentiality procedures and policies are adhered to at all times.
  • share insights with support service team and contribute to ongoing service development to ensure that the support meets the evolving needs of the service user.

grant making

  • carrying out comprehensive reviews of applications for financial assistance on behalf of service users, writing accurate and impartial ‘reports’, preparing financial statements, making recommendations for donations and presenting to caba’s Support Fund members panel for approval or decline of financial assistance/donations/grants.

casework management

  • work collaboratively with the support services team by providing advice with day to day cases relating to welfare benefits, as well as taking part in technical case reviews with peers in meeting caba’s quality assurance standards.
  • support the service users with completing caba’s outcome and feedback survey to capture information to measure impact and improve services
  • liaise with internal and external stakeholders to promote and share understanding of caba in house services, economic and social issues affecting our UK and overseas service users
  • maintain up-to-date information and input accurate data into the CRM database regarding each service user case and case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

to be successful, you’ll have:

  • extensive knowledge of welfare benefits, health and social care, economic/social issues of those living inside and outside the UK
  • case management and processes (advice and advocacy led support)
  • person centred working – working with the person at the centre of the support
  • safeguarding (adults and children), confidentiality and data protection procedures.
  • proven knowledge of the charity sector, agencies, contractors and local authorities.
  • good working knowledge of social security legislation that may impact or affect service users
  • working to agreed objectives and within caba’s policies, procedures and processes
  • able to plan and manage own workload and meet deadlines.
  • ability to identify areas for improvement (team services, processes)
  • ability to collate information and use it to produce accurate, detailed and objective reports
  • excellent administration skills and database and CRM system experience at a reporting and process level
  • excellent written and verbal communication skills including the ability write clearly and keep accurate records with great attention to detail.
  • excellent IT skills including the ability to use Word, Excel, Outlook, Dynamics and Microsoft Teams.
  • extensive experience in an advice and advocacy role providing specialist advice and casework to service users
  • substantive experience of providing welfare benefits advice, including up to date knowledge of statutory frameworks (mandatory reconsideration and appeal stages) and the ability to identify implications of change in legislation to welfare benefits
  • experience of dealing with a diverse group of people with complex support needs, living with a disability or long-term health condition acting with integrity and fairness while providing practical, long-term solutions
  • experience of quality assurance processes.

why caba?

You’ll enjoy up to 10% pension contributions, private medical insurance, income protection insurance and a generous holiday allowance of 25 days per annum, plus bank holidays.

We work in a flexible hybrid model - one that creates the opportunity to work in your own way from home, but also provides a great opportunity to collaborate with our colleagues at our office. We have varied working patterns so we’re open to talking about any flexible working arrangements that could work for you.


Take a look at the job description for full information. Applying is simple - send your CV and cover letter, along with our short application form, which shows us that you can make a success of the role. If you have links to any of your work, we’d love to see it - simply put them at the bottom of your application form. 

If you want to become part of a welcoming, inclusive organisation that values your ideas and input, we want to hear from you.  

If you have any questions about the role, please contact [email protected] for an informal discussion. 

**Your appointment is subject to a Basic Disclosure and Barring Service (DBS) check 

deadline for applications: 6th June 2024

interview date: 13th June 2024