Job Title: Benefits Claims Officer
Directorate: Corporate Resources
Service: Revenues & Benefits
Unit: Benefits
Responsible to: Benefits & Welfare Team leader or Benefits & Welfare Manager (depending on team)
General Job Objective: Member of the Benefits Team (Team processing claims for Housing Benefit and Council Tax Reduction claims). Interpret complex legislation and calculation of benefit entitlement and payments amounts. Proper use of office and computer equipment. Correct handling of confidential information. Undertaking work on Compliance Team as directed.
Key tasks:
- Allocate, and set for recovery, overpayments of benefit ensuring they are processed to Council policy and procedures.
- Work to meet agreed standards and targets within target timescales.
- Keep up to date and work in accordance with current law, best practice and agreed procedures and as directed.
- Gather and analyse evidence and information to verify and process new claims, amendments and renewals for benefit where required, and properly notify claimants of their entitlement.
- Request risk data scores and make appropriate decisions, including recommending the upgrading of risk scores, according to the Risk-based Verification Policy
- Assist in the archiving of records.
- Provide support for mailings and ad-hoc benefit initiatives e.g. pilots and events.
- Assist with correspondence, complaints, written statements, or reviews of complex or high risk cases as required
- Assist with data matching initiatives (when rotated to compliance team) and take action on cases requiring further information, where required
- Undertake & record office-based intelligence and evidence gathering in accordance with authorised section 109 powers (when working on compliance team)
- Assist with ongoing day-to-day support for newly trained officers as required.
- Update and maintain manual, digital and computer records and systems including workflow systems within the Document Management System.
- Record and report day-to-day activity in support of performance management.
- Provide face to face support in the council’s one stop shops or outreach sessions as required e.g. 48-hour service desk
- Assist with preparation of data for reports, statistics and returns.
- Provide information to, and liaise with, other units, services and outside agencies (for example the DWP, Rent Officer Service and Citizens Advice Bureau).
- Report to line manager any matters concerning fraud, irregularities or operational difficulties
- Deal with customer enquiries (for example by phone, letter or email), including assisting in the preparation of replies.
- Give advice to customers and other service users (for example to assist Customer Service Assistants dealing with personal callers).
- Refer complex enquires to relevant senior officer.
- Deliver and maintain a high standard of customer service in accordance with the principles of Charter Mark and the Council’s equalities policy.
- Ensure you comply with the requirements of the Data Protection Act by protecting all confidential information held in relation to this role and not disclosing personal information without the written consent of the data subject.
Last Updated on Monday, January 13, 2025