Visiting Officer
V85102916

£24.75 Per Hour

Full Time

Temporary

Enfield, Greater London

Public Sector And Council

Posted 15 days ago

Expires In 14 Days

Job Description

Role Purpose
  • Visiting officers provide high level quality, professional and comprehensive visiting collection/assessment service 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.
  • Visiting officers should actively support continuous improvement and the implementation of automation and efficient ways of working.
Responsibilities
  • Deal with customer enquiries at all levels and follow through to resolution, ensuring all relevant systems are updated and the adequate audit trails are in place.
  • Proactively develop skills, understanding and abilities in delivering support services in order to carry out standardised processes in a consistent and efficient manner
  • Deal professionally and effectively with all contacts from a wide range of people, using tact and discretion, assessing needs and re-directing enquiries, where appropriate.
  • Understand and be 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
  • Maintain 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
  • Provide an accessible customer focused service and effectively engage with vulnerable/challenging customers and situations.
  • Maintain a wide knowledge of policies, procedures and statutory legislation and to regularly update that knowledge in order to give correct service information and advice.
  • Work 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.
Requirements
  • A good understanding of collection, income-related assessments and benefit services delivered across the Council
  • A good knowledge of best practice approaches in collection/assessment of income related and other reductions within a local authority environment
  • A good understanding of welfare benefits and best practice approaches to aligning decision making with value for money principles
  • Business administration/Local Government professional qualification in collection/benefit/welfare reform services or equivalent
  • Experience/successful track record of providing a visiting services.
  • Adaptable and keen to be part of a pooled resource across the assessment hub
  • Experience of dealing with income related and other claims, changes in circumstance and other enquiries within a collection/assessment related environment delivering high quality services

Damilola Alabede

Damilola.alabede@voxconsultants.com

02081384125

Division V85

Vox Network Consultants London

34 Lime Street

Greater London

EC3M 7AT

0208 1384125

View Branch Details
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