First Steps Officer

Liberata; Swindon; On-site; GBP 21,000 - 26,000; Full time

Job summary

Liberata is seeking staff to assist customers with Housing Benefit and Council Tax Support applications. You will visit or call customers, gather required information, and support the administration of benefit processing.

You will work with partners to help vulnerable customers access the support they need and contribute to ongoing compliance with BPSS requirements. The role emphasizes accurate data handling, strong communication, and teamwork to meet targets and deliver quality customer service

Qualifications

• Educated to GCSE level with English and Maths.
• Experience meeting targets and developing performance.
• Experience using IT systems including Word, Excel and Access.
• Excellent verbal and written communication skills.
• Strong attention to detail and organisational ability.
• Customer service experience and problem-solving skills.

Responsibilities

• Undertake telephone appointments and visits to assist applicants with Housing Benefit and/or Council Tax Support claims.
• Signpost to other benefit and support agents and manage payment arrangements.
• Collaborate with Citizens Advice and support agencies for vulnerable customers.
• Gather and verify evidence for benefit applications.
• Provide basic Revenues & Benefits processing duties as required.
• Produce reports relating to visits; participate in 121 reviews and keep knowledge up to date with site policies.

Skills

English & Maths GCSEs

IT skills (Word, Excel, Access)

Communication skills

Customer service experience

Target-driven

Education

GCSE level or equivalent including English and Maths

Tools

Word

Excel

Access

Job description

The main objective for this position is to undertake telephone appointments, visits to customer homes or public locations and assist customers with their application for Housing Benefit and\or Council Tax Support, discounts and exemptions. Provide basic Revenues and Benefits processing duties as required. Reach out to vulnerable customers to ensure they are receiving the support and benefits needed together with supporting the repayment of outstanding Council Tax.

Key tasks and responsibilities:

• Support members of the public:
  • completing applications\changes in relation to Housing & Council Tax benefit claims;
  • Signpost to other benefit & support agents;
  • Agree and maintain payment arrangements
• Work with Citizens Advice and other Support Agencies to ensure vulnerable customers are receiving the support they need.
• Gather\verify evidence in support of the benefit application.
• Conduct Council TaxNDR inspection visits/appointments and give advice relating to all manner of discounts and exemptions.
• Hand deliver notification of recovery intention\outcomes to members of the public\businesses.
• Produce reports relating to the visits.
• Provide basic Revenues & Benefits processing duties.
• Play an active role in weekly and monthly employee review (121) meetings.
• Ensure knowledge is kept up to date in relation to Liberata and site policies.

Essential Skills and Attributes:

• Educated to GCSE level or equivalent with a minimum 5 grades A-C or levels 9 - 4, including English and Maths.
• Experience\understanding in meeting targets and developing own performance.
• Good use of various IT systems and applications including word, excel, access etc.
• Excellent verbal and written communication skills.
• Good analytical skills and working with a high level of attention to detail.
• Good organisation and planning skills.
• Previous experience providing good customer service and ability to problem solve.
• Experience of working as part of team to achieve departmental objectives.
• Experience of being able to adapt to changing situations .

All successful candidates must meet the government's Baseline Personnel Security Standard (BPSS).

• External candidates: The BPSS includes a basic criminal record check (for unspent convictions). There will also be an Adverse Financial Check (AFC) which will be renewed annually. An Adverse Finance Check looks for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders.
• Internal candidates: An annual adverse finance check will be required.

If you do not meet these requirements, your offer may be withdrawn.