Job Purpose
To lead the Financial Assessment and Benefits Team in delivering efficient, accurate, and high-quality financial assessments, ensuring excellent customer service and compliance with the Council's standards and policies. This role is responsible for supervising team performance, maximizing income from charging, supporting residents to access eligible benefits, and maintaining strong collaborative relationships with adult social care operational teams.
Key Responsibilities
Service Delivery
* Ensure the timely and effective delivery of financial assessments in line with agreed standards, quality measures, and legislative requirements.
* Respond promptly and professionally to customer enquiries in accordance with the Council's Customer Care Policy.
* Support residents to understand and maximize their benefits and notify social care teams where additional financial management support may be required.
Team Leadership and Supervision
* Directly supervise the Financial Assessment and Benefits Team, ensuring duties are carried out efficiently, accurately, and with a strong focus on customer care.
* Lead all aspects of staff management, including recruitment, training, appraisals, performance management, and adherence to council HR procedures (disciplinary, sickness management, etc.).
* Promote staff development and ensure team members receive appropriate training to meet service standards.
Performance and Quality Management
* Monitor team performance against service targets, maintaining records of progress and ensuring compliance with legislative and procedural requirements.
* Identify and implement process improvements to enhance accuracy, efficiency, and service quality.
* Provide statistical and performance reporting as required, using management information systems to support data-driven decision-making.
Collaboration and Stakeholder Engagement
* Work closely with adult social care operational teams to ensure financial assessment services meet residents' needs.
* Liaise effectively with other council teams, external agencies, and partners to resolve complex cases and support service delivery.
* Handle escalated or complex customer cases, including face-to-face interactions when required.
Risk, Compliance, and Customer Care
* Maintain up-to-date knowledge of financial assessments, benefits, and relevant legislation to provide consistent advice and guidance to both staff and customers.
* Identify and refer potential fraud cases to the appropriate officers and assist with investigations when necessary.
* Ensure that all aspects of the service align with the Council's Customer Care Standards and contribute to the achievement of team and departmental objectives.
Other Duties
* Contribute to service development initiatives, including input into business planning and technology enhancements.
* Undertake any additional duties commensurate with the grade of the role, demonstrating flexibility and commitment to team success.
Key Skills & Competencies
* Strong leadership and team management skills.
* Excellent knowledge of financial assessments, benefits, and relevant legislation.
* High attention to detail and commitment to accuracy and quality.
* Effective communication and interpersonal skills, with the ability to manage complex and sensitive customer interactions.
* Proficient in the use of IT systems and data management for service monitoring and reporting.
* Ability to identify risks, including potential fraud, and act in line with council procedures.
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