Benefits and Housing Needs Officer

1 month ago

London, Greater London, United Kingdom Colbern Limited Full time
Benefits and Housing Needs Officer

At Colbern Limited, we are seeking an experienced Benefits and Housing Needs Officer to join our team. The successful candidate will be responsible for formally responding to all stage 1 assigned casework, including Members Enquiries, MP enquiries, Mayor & Cabinet Enquiries, and Freedom of information requests. They will also assist the exploratory enquiries of the Business Improvement & Complaints Team (BACT) with stage 2 escalated complaint investigations and complete Local Government Ombudsman (LGO) investigation outcome action points.

Key Responsibilities:
  1. To formally respond to all stage 1 assigned casework / follow-ups, Members Enquiries, MP enquiries, Mayor & Cabinet Enquiries and Freedom of information requests within the standard KPI turnaround time.
  2. To assist the exploratory enquiries of the Business Improvement & Complaints Team (BACT) with stage 2 escalated complaint investigations.
  3. To complete Local Government Ombudsman (LGO) investigation outcome action points.
  4. To have strong verbal and adept written communication skills during casework engagement with customers, staff colleagues and partners of the Council.
  5. To positively de-escalate and settle matters during challenging conversations with various vulnerable customer groups and appointed legal/voluntary community based advocates.
  6. To have a strong understanding of the key challenges facing local and national government in the professional field of benefits, Council tax reduction scheme and all statutory obligations applicable under Part 7 (Homelessness) & Part 6 (Allocations) of the Housing Act 1996.
  7. To have a minimum of at least 5 years experience of working in Local Government and/or any other government / political organisation.
  8. To promote a 'one council' approach and to share knowledge of best practices with team colleagues and wider service to help the service improve and help in the implementation of any pertinent lessons learned through our day-to-day work.
  9. To mitigate financial risks and reputational damage to the service in all casework received, and to determine whether or not that the service is at fault within the disputed matter and if fault is found, then the post holder must weigh up all pragmatic resolution options available to sufficiently resolve formal disputes and all other forms of casework on first response.
  10. To identify and mitigate all risks related to safeguarding, by exhaustively exploring and following through to completion all necessary action points to ensure no member of the public and/or staff colleagues are at risk of danger or harm at any time.
  11. To contribute toward the Complaints team's overall efforts to meet the services strategic and performance objectives and corporate council-wide plans.
  12. To competently update all casework related software business systems / customer record databases with any insightful observations and/or conclusive outcomes to ensure the overall quality of data held is kept to a high standard of integrity at all times.
  13. To strictly adhere to the statutory regulations under GDPR, whilst ensuring that procedure and policy guidelines are compliantly met in relation to all casework investigations and formal responses.


Requirements:
  • Strong verbal and written communication skills.
  • Minimum of 5 years experience in Local Government and/or government/political organisation.
  • Strong understanding of benefits, Council tax reduction scheme and statutory obligations.
  • Ability to promote a 'one council' approach and share knowledge of best practices.
  • Ability to mitigate financial risks and reputational damage.
  • Ability to identify and mitigate risks related to safeguarding.
  • Ability to contribute toward the Complaints team's overall efforts.
  • Ability to competently update casework related software business systems.
  • Ability to strictly adhere to statutory regulations under GDPR.

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