Data
What’s required
Laws, insurance policies and procedures
Sensible and technical data of the related laws to make sure accuracy and legality of actions taken, together with:
- Native Authorities Finance Act 1988, Native Authorities Finance Act 1992, Social Safety Contributions and Advantages Act 1992, Welfare Reform Act 2012 and different related acts
- Present rules that present particulars of how the position should be carried out
- Different related laws, comparable to Information Safety and Freedom of Data
Understanding of organisational insurance policies and procedures that should be adopted within the position, together with:
- Insurance policies that have an effect on how duties are undertaken, comparable to Codes of Conduct, anti-fraud technique or customer support requirements
- Procedures that have an effect on how particular duties should be undertaken and the explanations these are important
Techniques and processes
Understanding of the way in which duties are accomplished, together with gathering required info, organising information following preliminary contact with prospects, updating information following adjustments in circumstances, calculating quantities due, arranging funds, explaining the explanations for actions taken to prospects, comply with up actions to recuperate quantities due, courtroom proceedings
Understanding of the methods used to finish duties
Understanding of the interactivity with different elements of the organisation, comparable to between revenues and advantages
Dispute and attraction course of
Understanding of the related attraction course of, together with timescales for every stage of the method
Understanding of the way in which dispute and attraction duties are accomplished
Detailed data of the related laws that determines how disputes and appeals should be handled
Clients
Understanding of who your prospects are, their circumstances and why they want the assist of your division
Monetary assist out there
Data of the best way to assist and assist prospects to take care of their monetary circumstances. Help with private budgeting, offering steering to the shopper to have the ability to handle this themselves.
Data of the broader welfare profit system, together with:
- What advantages / credit can be found and who’s eligible for them
- The connection between advantages / credit (e.g. if one impacts calculation of one other)
Abilities
What’s required
High quality service supply
Persistently take care of prospects politely and considerately, adapting your method to fulfill buyer and employer wants
Obtain outcomes that the shopper desires the place doable. The place this isn’t doable, clarify the the reason why. Consider and suggest various choices.
Collect and analyse info
Receive all required info in the best technique to permit duties to be accomplished, contemplating every buyer’s particular person circumstances
Interpret and consider all info to find out the related particulars for the required process
Interpret and consider info to guage whether or not there may be potential fraud indicated. Consult with the suitable division the place required.
Decide whether or not a dispute ought to result in a change of determination and clarify the explanations, utilizing acceptable laws
Deal with delicate info securely and in step with present legislative necessities
Apply data to attain outcomes
Analyse and use info and laws to calculate quantities due when a buyer first contacts your division (e.g. new claims or new accounts)
Analyse and use info and laws to accurately take care of adjustments in prospects’ circumstances, recalculating quantities due the place required
Present justification for any inferences drawn from out there info
Determine on the perfect technique of restoration by evaluating the shopper’s circumstances. Act on this judgment to begin restoration of quantities due.
Use judgement to deal accurately with non-routine conditions that come up
Communication
Adapt your communication fashion and technique to fulfill the person’s wants
Talk confidently by being personable, asking insightful questions and having the ability to negotiate successfully and respectfully
Private improvement
Undertake actions to make sure data stays present
Drawback fixing and determination making
Take acceptable motion inside the limits of your authority to unravel issues or make related colleagues conscious of them
Make correct selections primarily based on the knowledge out there
Crew working and collaboration
Help staff members to attain the perfect consequence for the staff
Request help or authorisation when required
Talk with different departments to attain required outcomes
Utilizing methods and procedures
Proficiently use the methods out there to attain duties
Consult with processes to find out the motion to be taken
Monetary Help
Consider the shoppers monetary place, aiding with private budgeting the place acceptable, or directing the shopper to acceptable assist
Behaviours
What’s required
Accountability
Take accountability to your actions, together with admitting errors
Take acceptable motion to right any errors made
Change and enchancment
Be open to vary. Amend your working practices in response to adjustments in processes with a constructive perspective.
Collaborating and partnering
Work with colleagues, different departments or different organisations to attain outcomes to your prospects and organisation
Delivering at tempo
Full your duties at a tempo that ensures that you simply preserve accuracy, meet expectations and play your half in your staff’s efficiency
Dependability
Meet private commitments, together with attendance, punctuality and finishing duties assigned to you
Honesty and integrity
Be truthful and honest in your speech and actions
Do the fitting factor even when this may increasingly appear troublesome
Skilled scepticism
Perceive that there are individuals who attempt to abuse the system
Be cautious about info obtained the place wanted and test its accuracy the place doable
