Job Description: Benefits Assessment Officer (Agency)
Post Number: PES
Team: Customer Services
Location: Civic Centre, High Street, Esher KT10 9SD
Hours: 36 hours per week
Reports To: Benefit and Council Tax Team Leader
Purpose of the Role
To accurately and efficiently assess claims for Housing Benefit (HB) and Council Tax Support (CTS), ensuring compliance with regulations and providing excellent customer service. The role involves managing new claims, changes in circumstances, overpayments, and customer enquiries, while maintaining data accuracy and confidentiality.
Key Responsibilities
* Claims Assessment
o Process and assess new claims, changes, and ATLAS notifications.
o Verify evidence, request additional information, and complete final determinations.
o Ensure accurate overpayment recovery and subsidy coding.
* Customer Service
o Respond to enquiries by phone, email, or in person regarding HB, CTS, and Discretionary Housing Payments (DHP).
o Liaise with internal teams and external partners to resolve claim issues.
* System and Documentation
o Use Academy Benefits and IDOX systems for claim processing, workflow, and document management.
o Scan, index, and maintain accurate records for all cases.
* Compliance and Quality
o Follow all corporate procedures, operational guidelines, and benefit regulations.
o Maintain confidentiality, handle personal data responsibly, and adhere to data protection standards.
* Professional Development
o Participate in the council’s talent development program.
o Adopt specialisms as needed to enhance skills and office flexibility.
o Meet performance targets and personal objectives.
* General Duties
o Support team activities and undertake other reasonable tasks as directed by the Team Leader.
o Promote equality, health and safety, and high standards of conduct at all times.
Person Specification
Qualifications
* GCSE in English Language or equivalent (Grade C or above).
Experience
* Essential:
o Working in a team environment with clear processes.
o Using computers in a processing environment.
* Desirable:
o Experience with Housing Benefit and Council Tax Support regulations.
o Experience using the Academy Housing Benefits IT system.
o Experience handling sensitive customer situations.
Skills & Abilities
* Confident in dealing with customers.
* Able to work under pressure and meet deadlines.
* Strong verbal and written communication skills.
* Self-motivated and team-oriented.
* Flexible, adaptable, and quick to learn.
* Initiative and personal responsibility.
Special Requirements
* Recent experience in a Housing Benefit environment is desirable.
* Access to a vehicle for travel within the borough.
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