Job Description

What's involved with this role:
A Basic DBS is required for this role Two Assessment Admin Officers x2 - Customer Services are required to assist customers by accurately determining their entitlement to Housing Benefit, Council Tax Support, Local Welfare Assistance, Social Care financial assistance and concessionary travel. You will provide first contact resolution to customers across a range of services and a variety of access channels, maintaining the highest standard of customer care at all times. It is essential that you have good knowledge and experience of providing a customer focussed advice, information, enquiry, transactions and complaints handling in a demanding customer facing environment across various access channels (face to face, telephone, post and online) You should also have an understanding of Housing Benefits, Council Tax Support, Council Tax and Social Care Financial Assessments. Duties to include:

• Asses, review or reconsider entitlement to Housing Benefit, Council Tax Support, Social Care financial assistance or concessionary travel, in accordance with the current legislation and within targeted timescales, and via a variety of access channels. Check submitted forms and documentation and where necessary request further evidence in order to determine customers’ Benefit entitlement.
• Do everything possible to resolve customer contact at the first point of contact ensuring that customers receive a high quality service
• Effectively resolve all claim types for customers by liaising with customers and their representatives, landlords, and other internal and external stakeholders including (but not limited to); The Department for Work and Pensions, Her Majesty’s
• Revenue & Customs, Housing Department, Council Tax and Adult Social Care Team.
• Consider and determine applications for Discretionary Housing Payments and Local Welfare Assistance in line with Council policy and guidance. Carry out Benefits functions in relation to Universal Credit (administered by the DWP).
• Accurately assess entitlement to Benefits and other forms of assistance by maintaining an extensive and up to date knowledge of the relevant IT systems,
• policy and procedures, regulations, case law and other associated welfare benefits 6. Input and amend claims from Housing Benefit Matching Service (HBMS) and Real Time Information (RTI) referrals (i.e. able to identify discrepancies and interpret
• data received from DWP and HMRC, identify correct codes, and able to make decisions on the outcome of HBMS).
• Maintain a detailed knowledge of Housing Benefit legislation, Council Tax Reduction / Support (local scheme), understanding of benefit subsidy issues and knowledge of other welfare benefits. To have an understanding of different tenancy
• types and related issues with regards to Housing Benefit entitlement. To make referrals to the Rent Service as appropriate.
• Identify, classify and take the necessary action with regards to overpayments of Housing Benefit and Council Tax Support and Adult Social Care financial assistance in accordance with appropriate Council policies and regulations taking the appropriate recovery action, optimising income maximisation at all times.
• To undertake enquiries concerning entitlement to other welfare benefits using the link with the DWP Customer Information System.
• Undertake more complex benefit cases which include investigating and resolving customer disputes, considering backdating requests, deprivation/diminishing of capital cases, students, directors of limited companies etc 11.Make amendments to Council Tax accounts including opening and closing accounts, awarding and removing discounts and other transactions.
• Identify, refer and record potentially fraudulent cases to the Single Fraud Investigation Services and or Internal Audit and Investigations section.
• Undertake home visits to customers in relation to benefits, social care financial assessments or independent travel, if required.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

“Essential Requirements” – Please check to ensure that your CV addresses the following items:

• Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours
• Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
• Your availability to work either immediately, or at short notice.
• Basic DBS Disclosure Check required - please give details if you have one already in place. Taking out a basic check is likely to be required as a precondition to starting the assignment.
• Qualifications:**Please provide details of all qualifications held, especially any professional qualifications relating to the role
• Knowledge & Skills:
  • Ability to understand the needs of a diverse range of customers, and a commitment to securing the best possible outcomes for them
  • Excellent decision making skills and an ability to analyse problems to find solutions at the first point of contact
  • Ability to understand and assimilate information, analyse conflicting sources of information and make sound reasoned decisions
  • Ability to effectively use a range of IT systems and applications
  • Ability to effectively interpret a range of different legislation, guidance and policy and clearly explain the information to customers verbally or in writing
  • Ability to apply knowledge and skills across a range of different services 10.Excellent interpersonal, verbal and written communication skills
  • Good numeracy skills
  • Ability to take responsibility for own workload and decisions, work on own initiative and consistently meet deadlines while working under pressure (including deadlines and interruptions)
  • An understanding of Housing Benefits, Council Tax Support, Council Tax and Social Care Financial Assessments
  • Excellent knowledge of Microsoft Outlook, Excel and Word packages and the ability to effectively use a range of IT systems and applications
• Experience:
  • Knowledge and experience of providing a customer focussed advice, information, enquiry, transactions and complaints handling in a demanding customer facing environment across various access channels (face to face, telephone, post and online)
• Strong IT skills including Microsoft packages

Other preferable/desirable details to include on your CV, if applicable:

• Any local authority/public sector experience
• Any relevant qualifications held or being studied for

Required Knowledge, Skills, and Abilities

o Knowledge and experience of providing a customer focussed advice, information, enquiry, transactions and complaints handling in a demanding customer facing environment across various access channels (face to face, telephone, post and online) • Strong IT skills including Microsoft packages