Legislation, policies and procedures

Practical and technical knowledge of the relevant legislation to ensure accuracy and legality of actions taken, including:

• Local Government Finance Act 1988, Local Government Finance Act 1992, Social Security Contributions and Benefits Act 1992, Welfare Reform Act 2012 and other relevant acts
• Current regulations that provide details of how the role must be performed
• Other relevant legislation, such as Data Protection and Freedom of Information

Understanding of organisational policies and procedures that must be followed in the role, including:

• Policies that affect how tasks are undertaken, such as Codes of Conduct, anti-fraud strategy or customer service standards
• Procedures that affect how specific tasks must be undertaken and the reasons these are essential

Systems and processes

Understanding of the way tasks are completed, including gathering required information, setting up records following initial contact with customers, updating records following changes in circumstances, calculating amounts due, arranging payments, explaining the reasons for actions taken to customers, follow up actions to recover amounts due, court proceedings

Understanding of the systems used to complete tasks

Understanding of the interactivity with other parts of the organisation, such as between revenues and benefits

Dispute and appeal process

Understanding of the relevant appeal process, including timescales for each stage of the process

Understanding of the way dispute and appeal tasks are completed

Detailed knowledge of the relevant legislation that determines how disputes and appeals must be dealt with

Customers

Understanding of who your customers are, their circumstances and why they need the support of your department

Financial support available

Knowledge of how to help and support customers to deal with their financial circumstances. Assist with personal budgeting, providing guidance to the customer to be able to manage this themselves.

Knowledge of the wider welfare benefit system, including:

• What benefits / credits are available and who is eligible for them
• The relationship between benefits / credits (e.g. if one affects calculation of another)

Skills

What is required

Quality service delivery

Consistently deal with customers politely and considerately, adapting your approach to meet customer and employer needs

Achieve outcomes that the customer wants where possible. Where this is not possible, explain the reasons why. Evaluate and recommend alternative options.

Gather and analyse  information

Obtain all required information in the most effective way to allow tasks to be completed, considering each customer’s individual circumstances

Interpret and evaluate all information to determine the relevant details for the required task

Interpret and evaluate information to judge whether there is potential fraud indicated. Refer to the appropriate department where required.

Determine whether a dispute should lead to a change of decision and explain the reasons, using appropriate legislation

Handle sensitive information securely and in line with current legislative requirements

Apply knowledge to achieve outcomes

Analyse and use information and legislation to calculate amounts due when a customer first contacts your department (e.g. new claims or new accounts)

Analyse and use information and legislation to correctly deal with changes in customers’ circumstances, recalculating amounts due where required

Provide justification for any inferences drawn from available information

Decide on the best method of recovery by evaluating the customer’s circumstances. Act on this judgment to start recovery of amounts due.

Use judgement to deal correctly with non-routine situations that arise

Communication

Adapt your communication style and method to meet the individual’s needs

Communicate confidently by being personable, asking insightful questions and being able to negotiate effectively and respectfully

Personal development

Undertake activities to ensure knowledge stays current

Problem solving and decision making

Take appropriate action within the limits of your authority to solve problems or make relevant colleagues aware of them

Make accurate decisions based on the information available

Team working and collaboration

Support team members to achieve the best outcome for the team

Request assistance or authorisation when required

Communicate with other departments to achieve required outcomes

Using systems and procedures

Proficiently use the systems available to achieve tasks

Refer to processes to determine the action to be taken

Financial Support

Evaluate the customers financial position, assisting with personal budgeting where appropriate, or directing the customer to appropriate support

Behaviours

What is required

Accountability

Take responsibility for your actions, including admitting mistakes

Take appropriate action to correct any mistakes made

Change and improvement

Be open to change. Amend your working practices in response to changes in processes with a positive attitude.

Collaborating and partnering

Work with colleagues, other departments or other organisations to achieve outcomes for your customers and organisation

Delivering at pace

Complete your tasks at a pace that ensures that you maintain accuracy, meet expectations and play your part in your team’s performance

Dependability

Meet personal commitments, including attendance, punctuality and completing tasks assigned to you

Honesty and integrity

Be truthful and sincere in your speech and actions

Do the right thing even when this may seem difficult

Professional scepticism

Understand that there are people who try to abuse the system

Be cautious about information received where needed and check its accuracy where possible