Case Worker

**Main purpose of job**

To undertake technical work, as part of a supervised team, to defined standards or codes of practice and providing a quality and efficient service to customers.

**Key responsibilities**

2. Comply with defined policies, DWP guidelines and Business Processes when making decisions on claims for DHP’s and LWP

3. To carry out excellent case management across a caseload of new and repeat customers including managing recall and customer support

4. Record data accurately on monitors for management information and to enable the completion of statistical reports and Government returns

5. Complete detailed and accurate case management files with relevant information and documents

6. To provide an excellent customer service in relation to enquiries and complaints within policies and procedures as well as offering advice and supporting information that will produce positive outcomes for customers

7. To work effectively with others to build excellent working relationships with Housing Associations/Landlords, Benefits service, Welfare Rights Service, First Tier Providers, Customer Service Network, Suppliers and DWP/HMRC

**Essential Criteria**

Ability to develop knowledge, experience of or undertake:

- Discretionary Housing Payments
- Local Welfare provision - Crisis Support
- Local Welfare provision - Community Care Support

Ability to develop knowledge, experience of:

- Welfare Reform Issues
- Council Procedures

Be able to communicate effectively verbally, in person or over the telephone, and in writing to share and obtain information

Be able to provide excellent customer service by being able to delight customers and deliver high quality tailored services to meet needs and exceed expectations

Listens to others to assess requirements in order to respond appropriately and efficiently

Able to effectively use a PC to prepare documents, record information or input data

Able to make decisions and reach conclusions

Able to work effectively within a busy team environment, or independently

Able to adapt to changes in colleagues, settings and working environment as well as changing working hours and working weekends

Able to see tasks through to completion, ensuring they are completed on time or to deadlines and to a high degree of accuracy whilst also paying attention to detail

**Job Type**: Temporary contract

**Salary**: £11.70 per hour

Schedule:

- Monday to Friday
- Weekend availability