Benefits Manager
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Job Purpose
To manage and develop an efficient and motivated Benefits service that delivers value for money, organisational efficiencies, and good customer service. To be responsible for the delivery of key projects in order to meet savings and efficiency targets. To deliver services in the most efficient way, ensuring services are intelligently designed by making best use of technology. To promote, facilitate and assist in the development and implementation of a customer‑focused and efficient council service. Ensure compliance with all relevant Government and Council policies, statutes and regulation. Delivery of an effective and appropriate service to all service users, fairly and without discrimination.
Main Duties and Responsibilities
* To actively lead the separate Benefits teams, including Overpayments and Data Control staff, ensuring that all targets, key performance indicators are achieved.
* Manage, monitor, and report the performance of the team, including corporate and team performance and national/statutory returns.
* Responsible for accurate and timely completion of all mandatory statistical returns for submission to the Department for Work and Pensions (DWP) and the external Auditors.
* To be responsible for the annual billing process for Housing Benefit and Council Tax Reduction Scheme to ensure that the authority’s activities are well planned, organized, and delivered by the agreed deadlines. This includes the coordination and provision of any associated documentation, website administration, and liaison with all internal and external stakeholders where necessary.
* Ensure staff, structures, and processes are in place to allow the service to function in accordance with regulations, policy, procedures, and best practice, and to support the Director in the development and implementation of policy and procedures.
* Deal with complex and difficult queries and complaints from customers, officers, members, and other relevant contacts, including making decisions in relation to complex or contentious cases.
* Keep staff up to date with changes in regulations and legislation, assimilating and interpreting these and advising and training staff accordingly.
* Analyze performance data and software upgrades to identify training needs, and provide training and support to meet those needs.
* Represent the Council at Tribunal Service appeal hearings and Valuation Tribunal Service hearings.
* Promote a culture that prevents, deters, and detects fraud and error.
* Support team members in making key decisions in respect of benefit claims and complex cases.
* Participate as a representative for the team and provide expert advice and information in local authority benefit functions to officers, elected members, and other external organizations.
* Responsible for producing reports to senior management, the Executive, and other committees on appropriate Benefits matters not the responsibility of the Section 151 Officer, along with the response to formal complaints for consideration by the Director of Customer Experience.
* Maintain effective delivery of services and identify improvement projects within the team to ensure the service is effectively delivered, providing good value for money.
* Keep abreast of new technology to enhance current service offering, making recommendations where appropriate.
* Maintain an expert knowledge of all Benefits systems.
* Coach, mentor, and monitor performance of the team and individuals. Carry out regular work reviews and PDRs, identifying training and development needs and opportunities to improve performance.
* Responsible for protecting and managing information securely, and reporting breaches or suspected information security breaches, in line with Council policies.
* As a term of your employment, you may be required to undertake such other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you at your initial place of work or at any other of the Authority’s establishments.
Seniority Level
Mid‑Senior level
Employment Type
Contract
Job Function
Human Resources
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