Housing Benefit Assessment Officer

5 months ago

London, United Kingdom Eden Brown Synergy Full time

Position: Assessment/Senior Assessment Officer

Directorate: Customer and Digital Services

Department: Customer Access

Grade: Sc6/SO1

Reports to: Team Leader

Staffing Responsibility: None

Job Purpose:
Are you passionate about helping customers navigate complex benefit systems and ensure they receive the support they need? If so, we have a rewarding opportunity for you As an Assessment/Senior Assessment Officer, you will play a vital role in assisting customers in determining their entitlement to various benefits and support schemes. Your commitment to delivering exceptional customer service and your deep knowledge of benefit systems will make a significant impact on our community.

Key Responsibilities:

- Assess and review entitlement to Housing Benefit, Council Tax Support, Social Care financial assistance, Resident Support Fund, or concessionary travel in compliance with current legislation and within set timeframes.
- Strive for first-contact resolution, ensuring customers receive top-quality service.
- Collaborate with customers, landlords, and internal and external stakeholders, such as the Department for Work and Pensions and Her Majesty's Revenue & Customs, to effectively resolve claim issues.
- Accurately assess entitlement to Housing Benefits and other forms of assistance, staying updated on IT systems, policies, regulations, case law, and welfare benefits.
- Input and manage claims from Housing Benefit Matching Service and Verification of Earnings and Pensions referrals.
- Maintain a comprehensive knowledge of Housing Benefit legislation, Council Tax Reduction/Support schemes, and other welfare benefits.
- Identify, classify, and take action on overpayments of Housing Benefit and Council Tax Support, optimizing income maximization.
- Conduct assessments for other welfare benefits using the DWP Customer Information System.
- Handle complex benefit cases, including disputes, backdating requests, and capital cases.
- Maintain and update Council Tax accounts, including various transactions.
- Identify, refer, and document potential fraudulent cases.
- Conduct assessments for Residential and Domiciliary care to maximize revenue.
- Perform home visits to customers, if necessary.

**Requirements**:
Qualifications and Professional Membership:

- Good standard of education, including GCSE or equivalent in Maths and English.

Knowledge:

- Experience in providing customer-focused advice, information, and transactions across various access channels.
- Proficiency in Microsoft Office (Outlook, Excel, Word) and IT systems.

Skills and Abilities:

- Strong decision-making skills with the ability to analyze and solve problems.
- Excellent interpersonal, verbal, and written communication skills.
- Sound knowledge of relevant legislation, guidance, and policy interpretation.
- Ability to work independently, meet deadlines, and handle pressure.
- Commitment to equal opportunities, customer care policies, and teamwork.

Note: All employees are expected to adhere to safeguarding, customer care, equal opportunities, and other relevant policies and procedures

Eden Brown Synergy is an equal opportunities employer.

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