Income & Financial Assessment Advisor

Hertfordshire County Council; Stevenage; On-site; GBP 26,000 - 34,000; Full time

Job summary

Hertfordshire County Council’s Adult Care Services Income and Financial Assessments Team plays a crucial role in ensuring fair assessments for care charges. The role involves handling many enquiries, delivering responsive support, and guiding people through financial assessment processes under the Care Act 2014.

The successful candidate will triage cases, allocate workload, respond to calls and letters, and work collaboratively to maintain a high-quality service every day.

Qualifications

• Experience in customer service, call handling or fast-paced environments.
• Strong communication skills and ability to explain processes clearly.
• Ability to triage, prioritise and organise workloads effectively.
• Good numeracy and confidence with financial information.
• Proficiency with IT systems, databases, spreadsheets, and case management.
• Collaborative working style with colleagues and partner teams.
• Excellent record-keeping and administrative attention to detail.

Responsibilities

• Handle a high volume of calls and written enquiries regarding financial assessments and care charging.
• Triage cases, allocate work, and guide enquiries to the appropriate teams.
• Respond to written correspondence with accurate information and timely updates.
• Support individuals to understand financial assessment processes and billing under the Care Act 2014.
• Work with colleagues to maintain efficient service delivery and performance.

Skills

Customer service

Communication skills

Triage workloads

Numeracy

IT systems

Team collaboration

Attention to detail

Tools

Databases

Spreadsheets

Case management systems

Job description

Hertfordshire County Council’s Adult Care Services Income and Financial Assessments Team plays a crucial role in ensuring fair assessments for care charges. The role involves handling many enquiries, delivering responsive support, and guiding people through financial assessment processes under the Care Act 2014.

The successful candidate will triage cases, allocate workload, respond to calls and letters, and work collaboratively to maintain a high-quality service every day.