First Steps Officer

5 months ago


Swindon, United Kingdom Liberata Full time

**Key tasks and responsibilities**:

- Conduct appointments with members of the public to provide assistance with managing their council tax debt as well as support and advice.
- Conduct appointments with members of the public in support of their intention to claim Housing Benefit & Council Tax Support.
- Produce reports relating to the visits.
- Identify and trial techniques of different approaches to encourage customer engagement.
- Encourage payment before costs are incurred.
- Ensure customers are aware of all benefits to which they may be eligible - wider than those provided by NSC.
- Signposting to agencies, if appropriate.
- Identify vulnerability and refer to Community Connect.
- Ensure accurate, timely and comprehensive MI delivery to the Service Delivery Manager.
- Ensure adherence to Health & Safety policy is maintained at all times.
- Liaise with internal\external bodies, ensuring the promotion of service.
- Play an active role in weekly and monthly employee review (121) meetings.
- Adherence to all company policies and procedures applicable to this role (available on Khub). This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity
- Support members of the public
- Signpost to other benefit & support agents.
- Agree and maintain payment arrangements.
- Work with Citizens Advice and other Support Agencies to ensure vulnerable customers are receiving the support they need.
- Conduct Council Tax\NNDR inspection visits/appointments and give advice relating to all manner of discounts and exemptions.
- Hand deliver notification of recovery intention\outcomes to members of the public\businesses.
- Produce reports relating to the visits.
- Provide basic Revenues & Benefits processing duties.
- The post holder is required to take reasonable care of the health and safety of themselves and other persons who may be affected by their work; to comply with the Health and Safety Policy and to co-operate with Liberata on health and safety matters at all times.

**Essential Skills and Attributes**:

- Educated to GCSE level or equivalent with a minimum 5 grades A-C or levels 9 - 4, including English and Maths.
- Experience\understanding in meeting targets and developing own performance.
- Excellent verbal and written communication skills.
- Good analytical skills and working with a high level of attention to detail.
- Good organisation and planning skills.
- Previous experience providing good customer service and ability to problem solve.
- Experience of working as part of team to achieve departmental objectives.
- Experience of being able to adapt to changing situations.

Liberata is one of the UK’s leading providers of business process outsourcing and support services for the public and commercial sectors.

Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.

Many of our services and solutions are available for procurement under various Government frameworks.



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