Resident Financial Support Manager

Lead essential resident support, guide a dedicated team and strengthen local resilience

As our Financial Support Manager, you’ll lead the front-line services that help our residents navigate hardship and access dependable crisis assistance. When people face financial difficulties, receiving prompt, fair and compassionate support makes all the difference. In this role, you’ll guide a dedicated team to deliver well-managed support, ensuring our safety net remains accessible, dignified and robust.

What you’ll be doing

Your focus will be providing visible, hands-on leadership across our Resident Financial Support services, overseeing vital provision including Crisis Payments, Home Start Essentials, Local Support Payments for Westminster City Council and other local welfare provision. Managing an established, experienced front-line team alongside newer colleagues, you’ll set clear standards, balance daily workloads and create an environment where staff feel supported to do their best work. You will not just manage from behind a desk; when demand peaks or complex cases arise, you’ll step directly into operational delivery, and resolve escalations and ensure our decisions are fair, consistent and defensible.

A major priority will be leading the operational roll-out of our new Crisis Payments scheme while integrating elements of the Crisis Resilience Fund. You’ll connect application-based emergency support with broader financial resilience services, using demand insight to smooth customer journeys so residents receive joined-up help when they need it most. Working closely with internal departments, external partners and suppliers, you’ll ensure local support reaches residents promptly, equitably and transparently.

Beyond everyday service delivery, you’ll manage support fund budgets, maintaining strong financial control, governance and risk mitigation. You’ll interrogate performance data, management information and reporting tools such as Excel and Power BI to spot emerging community needs and track service outcomes. Working closely with the Head of Financial Support and Improvement, you’ll use these findings to inform policy reviews, modernise digital systems and contribute to wider transformation and efficiency priorities across Finance and Assurance.

For further details, please review the Job Description and Person Specification

What you’ll bring

You’ll bring proven operational management experience from a front-line or customer-focused public service environment, with the skills to lead, motivate and develop a dedicated team through periods of change. You understand the realities of financial hardship and combine an empathetic, person-centred approach with the sound judgement required to make fair, defensible decisions on complex and sensitive cases. A strong working knowledge of welfare benefits, discretionary support schemes and related regulations is essential, alongside demonstrable experience of managing public funding streams within agreed budgetary limits.

You’re comfortable working with performance data, case management systems and reporting tools such as Excel and Power BI, using data from multiple sources to track trends, evaluate performance and present clear evidence to senior colleagues. Highly organised, resilient and practical, you can balance immediate day-to-day pressures with longer-term service improvements. Above all, you’re an excellent communicator who listens with respect, acts with integrity and builds trusted relationships across teams to deliver high-quality outcomes for the communities we serve.

Why join us

At RBKC, we’re all in – investing in our people, our communities and our future.

This role offers the chance to lead essential front-line support where you can see the direct, lasting impact of your work as residents build stability and resilience. You’ll join a collaborative, supportive team with clear backing from senior leaders and opportunities to contribute to high-profile transformation projects across Finance and Assurance.

We will invest substantially in your professional development, offering continuous learning opportunities, leadership training and the chance to lead with confidence. Alongside a competitive salary, generous annual leave entitlement and access to the Local Government Pension Scheme, you’ll benefit from a flexible hybrid working pattern and comprehensive wellbeing initiatives designed to help you thrive.

About us

Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places. Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.

As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.

The ‘we’re all in’ mindset is central to this role. Leading a front-line service in a fast-moving, financially scrutinised environment brings complex challenges, and it is not always smooth sailing. Whether you’re stepping into direct delivery to resolve an urgent hardship application, analysing data to improve service access or shaping our new Crisis Payments scheme, every ounce of effort pays off. When you commit fully, challenges become genuine opportunities for professional growth, allowing you to strengthen the safety net for our residents and build long-term resilience across our community.

Working Style:

You’ll be based in the Borough for three days a week, playing a key role in serving the local community. Whether you’re collaborating with colleagues in the office or managing services remotely, you’ll be part of a dedicated team making a real difference to residents’ lives.

Position and Interview Details

Interviews will take place on the 24th November 2026.

The successful applicant will be required to undertake a standard DBS check.

Ready to join us?

We’re all in – are you? If you share our values and have the skills to contribute, we’d love to hear from you.

Please apply online explaining how you meet the requirements set out in the person specification and job description.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants. We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We are committed to fair, transparent and consistent pay practices. New hires start at the minimum of the advertised salary range.

Employees receive annual salary increases until they reach the top of the pay scale. In addition, employees will receive any agreed cost of living pay rises.