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


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)




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


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




What’s required


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


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


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