2-3 months contract with a Local Authority Job Summary: Visiting officers provide high level quality, professional and comprehensive visiting collection/assessment service across the Assessment Hub, are adaptable and can 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 (Sample): Responsible for delivering, to a high standard, the visiting support service menus, working across the Assessment Hub as a pooled resource to ensure effective operation of the services. Including but not limited to the: Inspection of empty or altered property. Residency checks and other verification of assessment visits Visits to assist housebound or vulnerable customers who have no advocacy or family support. Collection/income related and other council reductions and relief visits. Understand and be responsive to the needs of customers, offering technical assessment and collection advice and guidance both written and verbal, and always present a positive and professional image to the customer, ensuring a high standard of customer service. Proactively develop skills, understanding and abilities in delivering support services 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. Work closely with Assessment Hub managers to ensure an integrated strategic approach to operation of the service. Provide an accessible customer focused service and effectively engage with vulnerable/challenging customers and situations. Maintain a wide knowledge of policies, procedures and statutory legislation and to regularly update that knowledge in order to give correct service information and advice. Work as a team to encourage customers to use the council website as a knowledge base and customer portal for financial assessment, income, debt and income maximisation enquiries. Attend service team meetings and, with colleagues, contribute ideas and make recommendations for improvements/changes in existing procedures, policies and processes. Organise and prioritise own workload as appropriate, renegotiating targets/deadlines as conflicting demands necessitate. Understand when and how to escalate issues to ensure requests are completed within a timely manner. Maintain up to date knowledge to ensure effective utilisation of IT systems used. Inform opportunities to eliminate waste, stop non-value adding activities and maximise the potential of simplified and shared ways of working and automation Carry out all accountabilities in compliance with the Council’s Policies and Procedures To work as part of a team and to assist in the delivery and completion of assessment/collection work, supporting different work projects, ensuring the successful completion of the project. Maintain accurate and effective communication with your line manager ensuring that they are regularly appraised of changes and developments affecting the allocated work. To undertake any other reasonable duties commensurate with the grading of the post. Always to carry out responsibilities with due regard to the Council’s Code of Conduct and related policies i.e. Equalities & Diversity, Data Protection, Confidentiality, Health & Safety. Skills/Experience: Experience/successful track record of providing a visiting service. Adaptable and keen to be part of a pooled resource across the assessment hub. 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. Good written and oral communications skills and the ability to communicate complex matters effectively to customers. Good IT/Technical skills, knowledge. Evidence of continuous professional development of skills and knowledge. Experience of collection/assessment related roles. Business administration/professional collection/assessment qualification. A good understanding of collection, income-related assessments and benefit services delivered across the Council. A good knowledge of best practice approaches in collection/assessment of income related and other reductions within a local authority environment. A good understanding of welfare benefits and best practice approaches to aligning decision making with value for money principles. Additional Information: The closing date: 15/12/24 00:00.