Visiting Officers

We are looking for Visiting Officers to join our Financial Assessment Team. The main focus will be on visiting supported accommodation where residents may be vulnerable.

Visiting officers provide high level quality, professional and comprehensive visiting collection/assessment service across the Assessment Hub, are adaptable and are able to follow standard operating procedures with limited supervision.

Deliver an effective, efficient and customer focused service in line with Corporate Policies and within national and local legislative requirements.

Visiting officers should actively support continuous improvement and the implementation of automation and efficient ways of working.

This position will also require the holder to keep up to date with developments and practices in the service.

Key Duties/Accountabilities

Understand and be responsive to the needs of customers, offering technical assessment and collection advice and guidance both written and verbal, and present a positive and professional image to the customer at all times, ensuring a high standard of customer service.

Proactively develop skills, understanding and abilities in delivering support services in order to carry out standardised processes in a consistent and efficient manner

Deal professionally and effectively with all contacts from a wide range of people, using tact and discretion, assessing needs and re-directing enquiries, where appropriate.

Deal with customer enquiries at all levels and follow through to resolution, ensuring all relevant systems are updated and the adequate audit trails are in place.

Maintain clear and up to date records of customer contact and work undertaken across the shared resource and proactively establish areas of specialism within the Assessment Hub..

Experience/successful track record of providing a visiting services is essential.

Experience of dealing with income related and other claims, changes in circumstance and other enquiries within a collection/assessment related environment delivering high quality services is essential.

Experience of collection, income-related assessments and benefit services delivered across the Council is essential.

Essential Qualification Required:

Business administration/Local Government professional qualification in collection/benefit/welfare reform services or equivalent is desirable.