Financial Assessment & Income Officer

Hertfordshire; Farnham; On-site; GBP 29,000 - 36,000; Full time

Job summary

Hertfordshire County Council is seeking a Financial Assessment and Income Officer in Farnham House, Stevenage, to support adults who require financial assessments and care charge calculations. The role focuses on delivering accurate assessments, maximising benefit entitlement, and handling a high volume of enquiries with care and professionalism.

The position involves arranging appointments, guiding people through the process, and collaborating with social care teams to ensure timely responses

Qualifications

• Experience in a customer service, call handling or fast-paced environment.
• Strong customer service and communication skills with the ability to resolve queries professionally and empathetically.
• Ability to triage, prioritise and organise workloads effectively.
• Good numeracy skills and confidence in understanding and working with financial information.
• Proficient in using IT systems, including databases, spreadsheets and case management systems.
• Ability to work collaboratively with colleagues and partner teams to deliver a high-quality service.
• Strong attention to detail, with accurate record-keeping and administrative skills.
• Understanding of Adult Social Care processes, financial assessments, or Care Act 2014 legislation.

Responsibilities

• Handle a high volume of calls delivering a responsive and professional service.
• Respond to written correspondence relating to financial assessments and care charges.
• Guide people through the financial assessment process and Care Act 2014 requirements.
• Triage cases, allocate work and ensure enquiries reach the right teams promptly.
• Build relationships with individuals and colleagues to keep services running smoothly.

Skills

Customer service

Communication

Triage

Numeracy

IT systems

Collaboration

Attention to detail

Tools

Databases

Spreadsheets

Case management systems

Job description

The following content displays a map of the jobs location - Farnham House

Job Title:Financial Assessment and Income Officer
Starting Salary: £32,578 per annum
Hours:37
Location:Farnham House, Stevenage
Contract Type: Fixed Term or Secondment Opportunity for 12 Months
Directorate:Adult Care Services

About the team

The Adult Care Services Income and Financial Assessments Team play a crucial role in ensuring that adults receiving social care services are assessed fairly and accurately for their ability to contribute financially towards the cost of their care.

The team is responsible for carrying out financial assessments, maximising benefit entitlement, collecting & reviewing financial information and monitoring income. They provide guidance and support to individuals and work closely with other departments, including social care practitioners, whilst applying relevant legislation such as the Care Act 2014.

About the role

The successful candidate will take on a vital, customer-facing role within the Income and Financial Assessments Service, playing a key part in delivering excellent support as part of our income maximisation team.

Are you someone who enjoys helping others, solving problems, and making a real difference? You’ll be at the heart of our Income Service, managing a wide range of enquiries about financial assessments and charging in line with the Care Act 2014.

A key part of this role involves handling a high volume of calls, delivering a responsive and professional service while managing enquiries efficiently. You will also respond to written correspondence, supporting individuals with queries relating to financial assessments and how care charges are calculated. As a key point of contact, you’ll guide people through the process, ensuring they feel informed, supported, and confident that their queries are being effectively resolved.

Working closely with colleagues across the service, you’ll play an important part in keeping everything running smoothly, triaging cases, allocating work, and making sure enquiries reach the right teams quickly and efficiently.

This is a varied and rewarding role where you’ll build relationships, use your judgement, and make a meaningful impact every day.

About you

• Experience working in a customer service, call handling or other fast-paced environment, managing competing demands and supporting customers through enquiries, appointments and service processes.
• Strong customer service and communication skills, with the ability to resolve queries professionally and empathetically, and explain financial assessment processes clearly and sensitively.
• Ability to triage, prioritise and organise workloads effectively, including coordinating appointments and ensuring tasks and cases are managed appropriately.
• Good numeracy skills and confidence in understanding and working with financial information.
• Proficient in using IT systems, including databases, spreadsheets and case management systems.
• Ability to work collaboratively with colleagues and partner teams to deliver a high-quality service.
• Strong attention to detail, with accurate record-keeping and administrative skills.
• Understanding of Adult Social Care processes, financial assessments, or Care Act 2014 legislation

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 8. Please locate the job profile here:

Additional information

We are changing
Hertfordshire County Council is undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation.It will reshape how we work and how services are organised and gives us a real opportunity to build something better. To find out more, visithttps://www.hertfordshire-lgr.co.uk/

Disability Confident

We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding

This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

English Fluency

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.