Independent Living Customer Advisor

6 months ago

Taunton, United Kingdom CDST Ltd (Compass Independent Living) Full time

**JOB TITLE**: Independent Living Customer Advisor (Full Training given)

**JOB LOCATION**:Regular attendance in our Taunton office with potential for some homeworking after 6 months probation (may include travel within and outside of Somerset)

**RESPONSIBLE TO**: Senior Service Manager

**Objectives**

To commit to all elements of the Independent Living Training Programme and develop the necessary skills to support the delivery of Independent Living projects including advice and guidance on appropriate use of funding, being an employer and complying with legislation.

To liaise with other teams to ensure payroll and managed accounts services are delivered efficiently and within relevant time and legal constraints.

To support the delivery of independent living services by effective customer services including budgeting, query resolution, recruitment support, and employment support.

To be a source of independent advice and information to existing and potential customers (and their supporters) of the NHS Personal Health Budgets (NHS PHB), Direct Payments (DP) and other independent living schemes.

To be able to support the customer through to independence in the creation, set up and management of support plans, personal budgets (PB), direct payments (DP) and other independent living packages.

To ensure all aspects of the role are delivered with a person centred approach.

**Main Duties**
- To comply with the requirements of the Independent Living Training Programme, by undertaking learning and development across all areas of independent living services.
- To be aware of payroll processing requirements including statutory deductions, entitlements and pensions obligations.
- Producing and distributing appropriate paperwork to customers and staff and all associated processes.
- To assist customers with the calculation, recording and administration of pensions, holiday entitlement, redundancy pay, maternity pay, statutory sick pay, to fulfil their reporting obligations to the HMRC, local authorities and the NHS.
- To maintain accurate and detailed records on various platforms including excel, customer manage systems, managed accounts systems and SAGE payroll.
- To maintain an awareness of current legislation relating to independent living.
- To build and maintain an understanding of independent living schemes (PHB/DP/ISF/EHCPs) including the legal framework, support planning and how they can support personalisation.
- To manage diary and case load effectively in order to provide a quality services in line with company policy and procedures.
- To be familiar with the range of communication and care support needs and to organise these to ensure that all events are fully accessible.
- To advise customers, their representatives and other professionals on employment law, being a good employer and their legal obligations.
- To promote, through the training and support of customer - empowerment and independence in the management of their care and support funding, reducing reliance, where appropriate, on the support service.
- To support the processing of new referrals and maintain associated records systems in an accurate and timely manner, including setting up new customers on all relevant platforms.
- To support the production and distribution of bulletins including envelope printing and stuffing, sourcing to convert to other formats.
- To contribute to the independent living services websites and social media presence, ensuring that they are current, accurate and informative at all times.
- To communicate with customers and provide a polite and efficient service.
- To be aware of and assist the Managed Accounts processes to ensure that HMRC requirements and NEST payments are fulfilled and customers are set up correctly.
- To be fully aware of and able to fulfil your role as detailed in the Fire Evacuation procedure.
- To maintain a positive and professional image of the organisation at all times.
- Be aware of and adhere to Compass Disability Services’ policies and procedures at all times.
- To abide by the rules and guidelines as laid down in the Staff Handbook.
- To remain aware of, and abide by, current legislation, organisation policy and the eight principles relating to Data Protection.
- To commit to the necessary training and development activities in order to fulfil the role and your potential.
- To be vigilant to potential safeguarding concerns and respond in accordance with the Safeguarding Vulnerable People Policy and Procedure.
- Attendance at staff meetings, external events and other meetings as required.
- Travelling is an integral part of this role. Drivers must hold a full driving licence which allows them to drive in the UK and Class 1 Business Use Insurance and must abide by the Use of Private Vehicles for Company Business Policy at all times. Non drivers must be able to arrange the necessary travelling, giving consideration to the needs of the role and the incompatibility of public transport.

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