Job Description
Job Purpose\n 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.\n Key Responsibilities\n Service Delivery\n \nEnsure the timely and effective delivery of financial assessments in line with agreed standards, quality measures, and legislative requirements. \nRespond promptly and professionally to customer enquiries in accordance with the Council's Customer Care Policy.
\nSupport residents to understand and maximize their benefits and notify social care teams where additional financial management support may be required. Team Leadership and Supervision\n \nDirectly supervise the Financial Assessment and Benefits Team, ensuring duties are carried out efficiently, accurately, and with a strong focus on customer care. \nLead all aspects of staff management, including recruitment, training, appraisals, performance management, and adherence to council HR procedures (disciplinary, sickness management, etc.).
\nPromote staff development and ensure team members receive appropriate training to meet service standards. Performance and Quality Management\n \nMonitor team performance against service targets, maintaining records of progress and ensuring compliance with legislative and procedural requirements. \nIdentify and implement process improvements to enhance accuracy, efficiency, and service quality.
\nProvide statistical and performance reporting as required, using management information systems to support data-driven decision-making. Collaboration and Stakeholder Engagement\n \nWork closely with adult social care operational teams to ensure financial assessment services meet residents' needs. \nLiaise effectively with other council teams, external agencies, and partners to resolve complex cases and support service delivery.
\nHandle escalated or complex customer cases, including face-to-face interactions when required. Risk, Compliance, and Customer Care\n \nMaintain up-to-date knowledge of financial assessments, benefits, and relevant legislation to provide consistent advice and guidance to both staff and customers. \nIdentify and refer potential fraud cases to the appropriate officers and assist with investigations when necessary.
\nEnsure 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\n \nContribute to service development initiatives, including input into business planning and technology enhancements. \nUndertake any additional duties commensurate with the grade of the role, demonstrating flexibility and commitment to team success.
Key Skills & Competencies\n \nStrong leadership and team management skills. \nExcellent knowledge of financial assessments, benefits, and relevant legislation. \nHigh attention to detail and commitment to accuracy and quality.
\nEffective communication and interpersonal skills, with the ability to manage complex and sensitive customer interactions. \nProficient in the use of IT systems and data management for service monitoring and reporting. \nAbility to identify risks, including potential fraud, and act in line with council procedures