Job description
Job Purpose:
* Collection/ assessment officers provide high level quality, professional and comprehensive collection/assessment services across the Assessment Hub, are adaptable and are able to follow standard operating procedures with limited supervision.
* Deliver an effective, efficient and customer focused service in line with Corporate Policies and within national and local legislative requirements.
* Collection/financial assessment officers should actively support continuous improvement and the implementation of automation and efficient ways of working.
Responsibilities include, but are not limited to:
* Delivering, to a high standard, the collection/assessment support service menus, working across the Assessment Hub as a pooled resource to ensure effective operation of the services.
* Understanding and being responsive to the needs of customers, offering technical assessment and collection advice and guidance both written and verbal, and present a positive and professional image to the customer at all times, ensuring a high standard of customer service.
* Proactively developing skills, understanding and abilities in delivering support services in order to carry out standardised processes in a consistent and efficient manner.
* Dealing professionally and effectively with all contacts from a wide range of people, using tact and discretion, assessing needs and re-directing enquiries, where appropriate.
* Maintaining clear and up to date records of customer contact and work undertaken across the shared resource and proactively establish areas of specialism within the Assessment Hub.
* Working closely with Assessment Hub managers to ensure an integrated strategic approach to operation of the service.
* Working as a team to encourage customers to use the council website as a knowledge base and customer portal for financial assessment, income, debt and income maximisation enquiries.
* Organising and prioritising own workload as appropriate, renegotiating targets/deadlines as conflicting demands necessitate.
Requirements:
* Business administration/Local Government professional qualification in collection/benefit/welfare reform services or equivalent.
* Experience/successful track record of providing collection/financial assessment services.
* Experience of processing income related and other claims, changes in circumstance and other enquiries within a collection/assessment related environment delivering high quality services.
* Evidence of continuous professional development of skills and knowledge.
* Good written and oral communication skills and the ability to communicate complex matters effectively to customers.
* A good understanding of collection, income/financial related assessments and benefit services delivered across the Council.
* Enhanced DBS dated within the last 12 months. On the update service? You could be fast tracked through our recruitment process today.
Working with Archer Resourcing
We have been helping professionals find exciting new roles for a number of years, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.
Due the high demand of CV's received we are unable to respond to all applications. However, we may hold your CV on file and contact you for future suitable roles.
We also offer a £250 referral bonus should you know of anyone who may be interested.
Must be eligible to work in the U.K
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