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Appeals Officer

2 months ago

Luton, United Kingdom Connect2Luton Full time

Connect2Luton are excited to recruit an Appeals Officer on behalf of Luton Borough Council.

Main purpose of position:

Prepare and present appeals submissions for all financial assessments including housing benefit, council tax reduction, council tax billing, NDR appeals and council tax exceptional hardship appeals. Offering Support, Advice and Guidance to customers in terms of financial assistance.

  • To be responsible for ensuring a quality customer care service providing seamless back and front office delivery in conjunction with the Customer Contact Centre and in connection with the administration of all relevant Financial Assessments.
  • To help ensure that the service is forward looking, responsive to legislative change and able to quickly adapt to respond to new opportunities and threats.
  • To assist in developing the service so that it becomes an exemplar income maximising service, capable of delivering a service outside of LBC and able to deliver a profit for LBC from doing so.

As a Appeals Officer, you will be responsible to:

  • Prepare, submit and present to relevant tribunals, all types of Financial Assessment Appeals, including Housing and Council Tax Reduction council tax exceptional hardship and Council Tax Billing appeals. Ensuring the accuracy and equitable nature of decisions made which have been appealed against, and where necessary carrying out a revision of such decisions by assessment and processing of claims.
  • Prepare and present submissions to the HM Courts & Tribunal Service, Valuation Tribunals, commissioner and other panels where required, and ensure the dispatch of such submissions to the HM Courts & Tribunal Service and Valuation tribunals and the customer in relation to Housing and Council Tax Reduction, Council Tax Liabilities and NDR liabilities.
  • Maintain an up to date, detailed knowledge of relevant legislation and procedures. Formulate and evaluate policy options in conjunction with relevant policy groups, as a result of hearings, providing feedback and analysis and offering support and guidance to staff on complex cases, learning from upheld Appeals, working with colleagues across the service to ensure that we put in place measures to avoid repeated mistakes.
  • Participate in the revision of administration procedures and policies by identifying scope for improvement and by reporting anomalies of all types of financial assessments, including computer system errors, to the appropriate person, in order to ensure compliance with legislation and the efficient working of the Division.
  • Work closely both within and externally to the council ensuring customer service is delivered to meet the criteria laid down by the Council and is constantly reviewed to optimise the standard of customer service provided.
  • Developing and maintaining links with stakeholders in the service and putting in place processes for regular consultation with these stakeholders.
  • Making referrals to the voluntary sector in terms of supporting customers who are in financial hardship.

Skills and Experience:

  • Demonstrable communication and presentation skills - able to persuade and influence people and deal sensitively with customers (both face to face and by telephone) who may be angry or upset
  • Demonstrable literacy skills - able to accurately interpret complicated letters, documents, legislation and work procedures, and draft clear concise letters, reports and submissions
  • Analytical approach to work - able to seek out and establish facts and to exercise judgement within agreed guidelines before taking action, in respect of all financial assessment cases
  • Able to work on own initiative and as a member of a team in a busy office environment
  • Able to plan and prioritise own workload and meet competing targets and deadlines
  • Able to closely follow legislation, procedures and guidelines
  • Demonstrable knowledge of Council Tax, NDR, Housing Benefit & Council Tax Reduction, /and/or welfare benefits legislation and procedures
  • Demonstrable knowledge of the rules that cover decision making, appeals & liability issues
  • Able to work on occasions outside normal working hours (monthly), and outside the borough

About Us

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.

We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.

Connect2Luton, part of Luton Borough Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.