Version No Revision Date Reason for Revision 001 March 2015 Initial Version Directorate: Customer Services Division: Income Management & Employability Reports To: Benefit & Money Advice Manager Grade: Band D Job Evaluation Number HTC215 (JE0528) Responsible For: N/A Job Purpose and Role: To assist in the provision of an efficient, effective housing debt prevention and recovery service ensuring that high standards of Customer Care are achieved. To work as a member of the Benefit & Money Advice Team with responsibility for maximising housing and welfare benefit income for customers Main Duties and Key Result Areas: Requesting landlord overpayment revisions and ensure they are correct and recovered in line with the Housing Benefit Regulations. Dealing with housing benefit correspondence, liaising with the Local Authority, tenants and other external agencies as appropriate including when claims are cancelled or suspended. Ensuring housing benefits are accurately informed of tenant vacations and other changes in circumstances within prescribed timescales in order to maximise housing benefit. Providing assistance with telephone and face-to-face customer enquiries as required including benefit campaigns. Carrying out welfare benefit and affordability checks with tenants as an when required Co-ordinating and promoting of appointments, interviews, surgeries and visits for the Benefit & Money Advice Team. Posting housing benefit onto rent accounts in the absence of the Benefit & Money Advice Assistant. Assisting in maintaining computer records of cases relating to Housing Benefits. Providing assistance in maintaining efficient filing. Version: 01 Issue Date: March 2015 Page 1 of 5
Ensuring the highest standard of customer care is achieved at all times First contact for dealing with tenant issues on a right first time basis in line with policies and procedures. To deal with unexpected problems without first referring to manager. To liaise with and create effective working relationships with C&C colleagues and teams, partners and stakeholders. Create and sustain good working relationships with tenants. Dimensions: Management Responsibility There is no management responsibility Financial Responsibility Shared Responsibility for income and expenditure for a small amount. Physical Resources Responsibility for information Environment: ALL employees will be expected to:- Live the Company values being fair, forward-thinking, accountable, customer focussed, open, transparent, proud and passionate, so that the highest standards of customer care can be achieved. Be committed to diversity and inclusion of all. Contribute to development of and strive to meet departmental, team and individual targets. Participate in the staff appraisal and development scheme, one to one performance discussions and attend identified training to ensure continuous learning and improvement. Comply fully with the Code of Conduct, health and safety requirements, legislation, regulations, policies and procedures. Attend meetings or provide services outside of the usual working hours where reasonably requested to do so. Promote value for money and continuous improvement within the service area. Have an overall understanding of the risks and implications associated with the requirements of the role and takes appropriate action to mitigate any potential consequences Managers of staff will also be expected to:- Deliver departmental projects and initiatives as identified in the corporate and departmental plans. Lead, manage and motivate staff, apply the staff appraisal and development scheme, one to one performance feedback discussions and ensure that staff attend identified training. Monitor service delivery and progress towards targets to ensure standards are Version: 01 Issue Date: March 2015 Page 2 of 5
met and where possible exceeded. Ensure compliance with Health & Safety legislation, policy and procedure; for example, completion of Risk Assessments/ Method Statements and Accident Investigations, ensure the correct number of First Aiders are in the team and promote compliance with mandatory training requirements. Effectively manage physical, human and financial resources allocated as your responsibility. Accept and exercise responsibilities identified in Company policies and procedures, particularly for compliance with health and safety. Signed:. Date: Print Name:. Version: 01 Issue Date: March 2015 Page 3 of 5
Organisational Development Person Specification Document No: HR-JD- Attribute Detail Excellent written communication skills. Criteria Essential Desirable Application Form How Identified Interview References Test Score Excellent verbal communication skills. Skills/Abilities Competence in the use of I.T software e.g. Word, Excel. Ability to prioritise and organise work to meet deadlines and targets. Knowledge Knowledge of welfare benefits, welfare reform and financial inclusion agenda. Knowledge of administration procedures. Knowledge of debt recovery systems and procedures. Carrying out welfare benefit calculations. Experience Experience of problem solving and working to deadlines. Working with both internal and external customers. Qualifications Good standard of general education to GCSE standard. Relevant professional/vocational supplementary qualification. Flexible and open to change Personal Attributes/ Circumstances Professional and customer orientated approach Effective team worker Committed to inclusion, equality and diversity Aligned to the aims and values of the Company Version: 01 Issue Date: March 2015 Page 4 of 5
Organisational Development Person Specification Document No: HR-JD- Attribute Detail Committed to Personal and Professional Development Criteria Essential Desirable Application Form How Identified Interview References Test Score Proactive and committed to continuous improvement in service delivery Version: 01 Issue Date: March 2015 Page 5 of 5