Benefits Officer – AR

Main purpose of the job role:
To assist in the delivery of the following functions:

1. Assessment, payment and recovery of housing and council tax benefit;
2. Dealing with customer and other stakeholder enquiries; giving advice, information and assistance in person, by phone, letter and/or other electronic methods;
3. The control and maintenance of financial and other systems;

According to legislation, government performance standards and Council policy, procedures and objectives.

To have extensive knowledge and experience of benefit legislation and procedures, as specified.

To provide a progressive and responsive service to benefits customers.

Role specific duties and accountabilities:

1. To assist in the delivery of a professional, customer focused high quality service to achieve the key targets.
2. To contribute to the continuous improvement of performance in the administration of council tax reduction / housing benefit / free school meals.
3. To have a detailed knowledge of entitlement conditions for benefits and best practice.
4. To receive, process benefit applications and obtain information in accordance with benefit legislation and council standards. Process reported changes to entitlement and notify claimants of the results of their applications. Determine and classify benefit overpayments on these cases.
5. To identify cases where there may be potential fraud and where suspected or identified refer to the Investigation Team.
6. To ensure that all relevant documentation is available to determine a claim.
7. To acquire a detailed knowledge of relevant legislation and best practice and to have broader understanding of procedures and systems including the implications of actions for subsidy purposes.
8. To use a variety of computer systems to view and update customer records. Produce standard / non-standard letters.
9. To have a thorough understanding of the relevant computer systems to identify, report on and action any inconsistencies and rejections.
10. To respond accurately to routine correspondence, including e-mails, using Plain English and within specified timescales.
11. To provide comprehensive advice and deal with detailed correspondence, telephone calls and personal visits, in accordance with the council’s customer care guidelines.
12. To liaise with other sections, services or external agencies / organisations, e.g. Citizens Advice Bureau, DWP, Rent Officer, etc.
13. To work as a member of a team, and organise and prioritise your own workload, according to the needs, priorities and objectives of the service and as directed by the team leader.
14. To support and contribute to effective communication with the team / service.
15. To assist when required in other functional areas according to the needs of the service and within your current skills and knowledge, including administrative and clerical functions within the Service Support team.
16. To assist in maintaining monitoring systems and records to ensure that council standards are met.
17. To have a broad awareness of welfare benefits and be able to signpost / refer customers.
18. To support and implement the service policies to achieve the mainstreaming of equality of opportunity.
19. To ensure that all responsibilities are carried out under relevant health and safety legislation and Council and Departmental policy.
20. To support other activities consistent with the basic duties and/or objectives of the post.
21. To keep up to date with policies and recognise the implications of legislation for procedures and systems.
22. To receive and process more complex cases or circumstances e.g. sole and main residence, houses in multiple occupation, exemptions, interest calculations, backdate requests, self-employed, students, supporting people, etc.
23. To receive and process notifications in respect of change of circumstances and obtain appropriate information in accordance with council standards, report changes to entitlement, and notify claimants of the results of their applications.
24. To process cancellations of housing and council tax benefit.
25. To ensure that Rent Officer referrals are fully checked and accurate.
26. To identify and assist in determining the appropriate course of action to collect and recover unpaid local taxes and benefit overpayments.
27. To determine priorities using own initiative as the situation demands.
28. To assist in ad hoc projects, drafting informal reports as required.
29. To consistently achieve individual performance targets.

Abilities/Skills:

• Ability to co-ordinate, plan, prioritise own workload and consistently meet set targets within tight deadlines.
• Ability to work independently and as part of a team in a pressurised environment that is subject to frequently changing circumstances in order to meet deadlines.
• Ability to communicate effectively in writing and verbally including:
• Complex written replies to customers and collation of information for senior officer, team leader and members;
• Writing concise letters and answering customer enquiries (via telephone or in person) in plain English in accordance with customer service standards;
• Contact/liaison with officers and external agencies.
• Participating constructively in team meetings and supporting continuous team and service improvement.
• Ability to develop and maintain good working relationships with colleagues and other stakeholders.
• Evidence of dealing directly with and advising customers in a consistently professional and empathic manner.
• Ability to assist in setting and contributing to team objectives as part of the service planning and monitoring process.
• Ability to assist in the development of procedures and good working practices.
• Detailed and up to date working knowledge of benefits and/or local taxation legislation, regulations and working practices, and application in a customer focused environment. Ability to accurately explain and resolve issues for customers, colleagues and other stakeholders.

Knowledge/Experience:

• Experience of using a personal computer to access and update information.
• Current knowledge / experience of using a benefit processing system.
• Capable of dealing effectively with complex housing benefit, council tax benefit or Free School Meals (FSM) claims including: advise, assessment, revised assessments, overpayment determination, and the use of complex IT systems to record claimant data and payments.
• A significant practical application of the housing and council tax reduction or FSM legislation.
• Experience of dealing with customers face to face on complex housing benefit and council tax reduction or FSM matters.