There will be an office presence required, a minimum of 2 days per week

Job Purpose

To manage and develop an efficient and motivated Benefits service that delivers

value money, organizational efficiencies, and good customer service.

To be responsible for the delivery of key projects in order to meet agreed savings

and efficiency targets.

To promote, facilitate and assist in the development and implementation of a

customer focused and efficient Council service.

Ensure compliance with all relevant Government and Council policies, statutes and

regulation.

Delivery of an effective and appropriate service to all service users, fairly and

without discrimination. 

Main Duties and Responsibilities

1. To actively lead the separate Benefits teams, including Overpayments and Data Control staff, ensuring that all targets, key performance indicators are achieved.

2. Manage, monitor and report the performance of the team including, corporate and team performance and national / statutory returns

3. Responsible for accurate and timely completion of all mandatory statistical returns for submission to the Department for Work and Pensions (DWP) and the external Auditors. 

4. To be responsible for the annual billing process for Housing Benefit and Council Tax Reduction Scheme to ensure that the authoritys activities are well planned, organized and delivered by the agreed deadlines. This will include the coordination and provision of any associated documentation, website administration and liaison with all internal and external stake holders where necessary

5. Ensure staff, structures and processes are in place to allow the service to function in accordance with regulations, policy, procedures and best practice and to support the Director in the development and implementation of policy and procedures

6. Deal with complex and difficult queries and complaints from customers, officers, Members, and other relevant contacts including making decision in relation to complex or contentious cases.

7. Keep staff up to date with changes in regulations and legislation, assimilate and interpret these and advise and train staff accordingly.

8. Analyze performance data and software upgrades to identify training needs and provide training and support to meet those needs.

9. Represent the Council at Tribunal Service appeal hearings and Valuation Tribunal Service hearings.

10. To promote a culture that prevents, deters and detects fraud and error

11. To support team members in making key decisions in respect of benefit claims and complex cases. 

12. Participate

as a representative for the team and provide expert advice and information in Local Authority benefit functions to officers, elected members and other external organizations. 

13. To be responsible for producing reports to senior management, Executive and other Committees on appropriate Benefits matters not the responsibility of the Section 151 Officer, along with the response to formal complaints for consideration by the Director of Customer Experience.

14. Maintain effective delivery of services and identify improvement projects within the team to ensure the service is effectively delivered providing good value for money. 

15. Keep abreast of new technology to enhance current service offering, making recommendations where appropriate.

16. Maintain an expert knowledge of all Benefits systems16. Maintain an expert knowledge of all Benefits systems.

17. Coach, mentor and monitor performance of the team and individuals. Carry out regular work reviews and PDR�s, identifying training and development needs and opportunities to improve performance 

18. Responsible for protecting and managing information securely, and reporting breaches or suspected information security breaches, in line with Council policies 

19. As a term of your employment you can be required to undertake such other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you at your initial place of work or at any other of the Authority�s establishments