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Senior Revenues and Benefits Assessors
4 months ago
Senior Processor
Job Description and Responsibilities
- Deputise for Service Manager
- Completes extremely high levels of workload consistently in line the Right Time Indicator, The Right Benefit Indicator and Subsidy regulations. The Senior Processors may be required to focus only on improving the Council’s position on these Performance Indicators, delivering the appropriate amount of work accordingly
- Undertake Quality Assurance work (a minimum of 10% of total team work as allocated by the Service Manger). The SLA for quality on all contract delivery is 95% accuracy. This is achieved through reporting the statistical results of Quality Assurance to the Service Manager on a daily basis
- Take the lead on contracts with minimum supervision
- Perform contract scoping exercises onsite with the Council in order to map procedures and policies, making suggestions as to possible service improvements. Report the finding to the Service Manager
- Can process using all major Document Management Systems, CMS and Back-office systems
- Perform all duties with minimum supervision
- Ability to perform training and mentoring to junior members of staff
- Available to assist junior members of staff with complicated queries
- Available to respond to customer complains, either during a telephone conversation and written complaints
- Assess all types of HB/CTB claims (including complex cases-Students, Self Employed, Person From Abroad, Backdating and Appeals)
- Regularly exceeds minimum contractual standards for productivity/accuracy
- Maintain excellent attendance levels in line with Northgate’s attendance policy
- Shares best practice with colleagues and lead update sessions to wider team including designing and delivering high quality training sessions to both internal and external colleagues
- Keeps own knowledge up to date through use of publications, briefing notes and bulletins as well as attend external training session to improve wider teams skills
- Maintain an excellent attitude within the Business Centre, acting as an ambassador at all levels, taking on additional duties as and when required
Qualifications
Skills Required
● Experience of using Northgate / Academy / IBS (Civica) Systems
● Proven problem solving skills
● Good customer service and communication skills
● Working knowledge of Housing Benefits / Council Tax
● Delivers under pressure with a flexible approach to work
● IT competent
● Self-motivated
Skill development and progression –
Skills:-
NEC SWS are committed to developing and expanding the skill and knowledge sets of all of our colleagues. We aim to cross skill in at least one additional service within our processing centre. For example as a Revenues and Benefits Assessor you may look to undertake additional training in one or more of our Central Government services, i.e. Blue Badge Improvement Service, Local Welfare Provision, Heavy Goods Vehicle Levy Scheme or London Councils Appeals Service.
Progression:-
NEC SWS actively seeks to progress our colleagues internally. The vast majority of our current management team have progressed to their current roles, having come to NEC as Revenues and Benefits Officers.
Career progressions within our Revenue and benefits processing department:-
❏ Revenues and Benefits officer >
❏ Revenues and Benefits Senior >
❏ Revenues and Benefits Team Leader>
❏ Revenues and Benefits Service Manager>
❏ Senior Operational Management Roles>
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
- Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
- 25 days paid holiday with the option to buy/ sell
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
- A fantastic selection of flexible benefits to suit your individual needs
- We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
Other Information
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. A Disclosure Barring Service (DBS) check will be required and dependent on the role further checks may be required.
NEC is an equal opportunities employer, welcoming applications from all communities.
