Benefits Officer - Walsall Council
Main Purpose of the role:
To assist in the delivery of the following functions:
* Assessment, payment and recovery of housing and council tax benefit.
* Dealing with customer and other stakeholder enquiries giving advice, information and assistance in person, by phone, letter and / or other electronic methods.
* The control and maintenance of financial and other systems.
* According to legislation, government performance standards and Council policy, procedures and objectives
* To have extensive knowledge and experience of benefit legislation and procedures, as specified
* To provide a progressive and responsive service to benefits customers
Role Specifics:
* Customer Service & Administration: Provide high-quality, customer-focused service in line with council tax reduction, housing benefit, and free school meal policies. Handle benefit applications, process changes, and ensure all relevant documentation is available for claims.
* Knowledge & Compliance: Maintain a detailed knowledge of entitlement conditions, relevant legislation, and best practices. Ensure all actions comply with council standards and health and safety policies.
* Fraud Prevention & Investigation: Identify potential fraud cases and refer suspected or confirmed cases to the Investigation Team. Support the recovery of unpaid taxes and benefit overpayments.
* Communication & Collaboration: Respond to routine correspondence, including emails and phone calls, while adhering to customer care guidelines. Collaborate with internal teams and external agencies to resolve cases and support service objectives.
* System Management & Reporting: Use a variety of computer systems to update customer records, produce correspondence, and monitor inconsistencies or rejections. Ensure all data is accurate and complete, assisting with ad-hoc reporting and projects.
* Teamwork & Continuous Improvement: Work effectively as part of a team, prioritising tasks based on service needs. Contribute to performance improvement initiatives, assist in maintaining monitoring systems, and keep up-to-date with policy changes.
Eden Brown Synergy is an equal opportunities employer.
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