HB Assessment Officer

Key Responsibilities

Assess Housing Benefit applications as directed by the Team Leader.

Make decisions based on the interpretation of Housing Benefit Regulations and guidance within the limits of delegated authority.

Deal with queries by telephone or in person from HB customers.

Action HB reports as required for authorisation by the Team Leader.

Complete Searchlight checks and utilise other government systems to ensure accurate HB assessments.

Work as part of a team and individually to achieve KPIs.

Prepare write-off submissions.

Maintain electronic records and systems.

Assist in the recovery of Housing Benefit overpayments.

Assist with fraud prevention.

General

To provide a high level of internal and external customer service, including taking ownership of customer queries and complaints and following issues through to completion, while ensuring timely escalation to the HB Team Leader, when required.

To ensure continued and effective working relationships with key internal and external stakeholders.

To undertake the duties in such a way as to enhance and protect the reputation and public profile of NIHE.

To comply with and enforce all NIHE frameworks, policies and procedures, including, but not limited to, those relating to legal requirements such as equality, health and safety and information governance.

To promote, uphold and implement all NIHE policies, plans and procedures, ensuring policy requirements and timescales are adhered to.

To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post.

To undertake any other duties which may be assigned to meet organisational need and the change agenda and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined.

Knowledge, Skills and Experience

Possess one of the following:

a. A Levels or equivalent level qualification (Level 3*) and can demonstrate 1 year's relevant experience.

b. 5 GCSEs or equivalent level qualification (Level 2*) to include Maths and English at grade C or above and can demonstrate at least 2 years' relevant experience.

Exceptionally, candidates not holding the above level of qualifications but with 3 years' relevant experience** with evidence of training / learning in Housing Benefit related matters may also be considered.

*Refer to Qualifications Framework for equivalencies

** Relevant experience must be within an office-based environment and include either supervisory responsibility or customer care responsibility or experience in the use and maintenance of information systems.

Can demonstrate experience in at least two of the following areas:

a. Experience of the implementation or operation of policies and procedures relating to Housing Benefit, Grants, Supporting People, social housing or other Social Security benefits.

b. Experience of dealing directly with customer queries and providing effective customer-focused solutions, including handling complex queries and resolving issues within agreed timescales.

c. Experience of working in an administrative role.

Can demonstrate: (To be assessed at Interview/Assessment)

• Ability to work accurately under pressure

• Ability to work as part of a team

• Strong customer orientation

• Excellent attention to detail