Revenues & Benefits Quality Assurance Officer
Location: High Street, Esher, KT10 9SD
Start Date: ASAP
Contract Duration: 6+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay rate: £ 21.89 per hour
Job Ref: OR11666
Main Purpose of the Role
To assist the Quality Assurance Manager in providing Quality Assurance in Benefits and Local Taxation. This will include property inspection, benefit appeals, review of benefit assessment, and provision of training to Customer Services on policy interpretation, particularly benefit claims.
Specific Duties and Responsibilities
* Maintain a good knowledge of relevant legislation and court cases related to the Benefits and Local Taxation function of a Local Authority.
* Utilize good communication and negotiation skills to handle difficult situations tactfully and assertively.
* Possess good IT skills, with previous experience using Revenues and Benefits software (preferably Academy) being advantageous.
* Assist the Quality Assurance Manager with the Quality Assurance of Housing Benefits and Local Taxation.
* Conduct property inspections for Council Tax and Business Rates to ensure the accuracy of the Council tax database.
* Prepare information for and represent the Authority at Tribunals.
* Respond to complaints and attend valuation tribunals.
* Implement process changes and provide training on Benefits and Local Taxation to officers within the customer services team, including benefit assessors.
Conduct and Expectations
We expect the highest standards of conduct from our employees, and at all times you must carry out your duties with integrity and in accordance with the Code of Conduct for employees.
Equal Opportunities
We have a strong commitment to achieving equality of opportunity and expect all employees to implement and promote our policy in their own work.
Health and Safety
We are committed to a healthy and safe working environment and expect all employees to implement and promote its policy in all aspects of their work.
Data Protection and Confidentiality
You will have regard for the duty of care owed to personal data and sensitive personal data, ensuring adherence to the Data Protection Act and the Council's Information Security Policy. We are committed to maintaining the privacy of all staff and customers, expecting all staff to handle personal information sensitively and professionally.
Talent Development
We have a talent development programme that includes regular one-to-ones, mid-year reviews, end-of-year performance reviews, and a strong and varied learning and development programme. You will be expected to get involved in this talent programme to ensure you are performing at the highest level.
Person Specification
Please read the details carefully before completing your application form. This form lists the essential requirements needed for the job. Your application will be considered based on the essential knowledge, skills, abilities, education, and experience required for the job, and candidates will be selected for interview on this basis.
* Education to GCSE, O Level or equivalent.
* Familiarity with a computerised system and updating records in a live environment.
* Experience working with legislative/administrative or other rules/regulations and interpreting these in individual circumstances.
* Experience working with a wide range of complex data and adapting its presentation for different audiences.
* Experience working in a Quality Assurance or equivalent environment (desirable).
* Ability to deal diplomatically, build, and maintain relationships with internal and external customers.
* Knowledge of Local Taxation or Housing Benefit (desirable).
* Ability to use own initiative to identify and source information.
* Ability to effectively manage one's own work, ensuring a high standard of professional competence and accuracy, and that targets are met.
* Organized and able to maintain clear, accurate records of information sources.
* Use of Microsoft Office to an intermediate standard, particularly Excel.
Special Requirements
* Access to a suitable vehicle.
* A Basic DBS disclosure is required for this position.
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Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £21.89 per hour
Expected hours: 37 per week
Experience:
* Revenues & Benefits Quality Assurance Officer : 1 year (required)
Work Location: In person
Reference ID: OR11666