Benefits Assessor – Capita One, Academy

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Evaluate Housing Benefit and Council Tax Support in line with relevant legislation, case law, council policies, procedural guidelines, accuracy benchmarks, and established processing times.

• Address customer inquiries through telephone, in-person interactions, or visits as necessary.

• Assist colleagues and partners in prioritizing customer needs while delivering outstanding customer service.

• Process all tasks assigned by Benefit Team Leaders in accordance with performance metrics and office protocols.

• Evaluate various Housing Benefit and Council Tax Benefit applications, including those from students, the self-employed, and applications across different tenures.

• Calculate overpayments and underlying entitlements, initially investigate complaints, and verify claims.

• Maintain precise customer records utilizing the Council’s online systems while adhering to data protection, freedom of information, and security regulations.

• Advise customers and encourage the uptake of Housing and Council Tax Benefits and other welfare support.

• Identify, compute, notify, and recover overpaid benefits and classify overpayments for subsidy considerations.

• Provide support, training, or mentoring to colleagues and partners.

• Conduct quality control assessments by reviewing colleagues’ work, identifying discrepancies, and reporting findings to the Benefits Team Leader.

• Perform home visits, accompanied by a colleague if necessary, for benefit-related inquiries.

• Manage telephone inquiries and assist One-Stop-Shop staff with complex issues; conduct customer interviews when appropriate.

• Collaborate with Council Tax Billing, Recovery, and Fraud divisions.

• Communicate with DWP offices, the Rent Officer Service, Housing Associations, and private landlords regarding individual cases.

• Stay informed about new legislation.

• Adhere to Health and Safety legislation and the Council’s Equal Opportunities Policy.

• Provide customer service and process Housing Benefit claims at frontline and alternative locations as required.

• Identify and refer potential fraud cases to the Fraud Team and coordinate with investigators.

⛳️ Requirements

• Recent experience in a similar role.

• Fully proficient in all aspects of assessing Housing Benefit and Council Tax Support.

• Highly skilled user of Capita One (Academy) software.

🏝️ Benefits

• Access to hundreds of global and local perks, available online 24/7.

• Enjoy free monthly lifestyle perks, such as complimentary coffees, breakfasts, cinema tickets, and more.

• Shopping discounts from major brands, available year-round.

• Savings on grocery shopping and summer vacations.

• Yoga, strength training, and HIIT workout videos available.

• Mindfulness, meditation, and sleep resources accessible on all devices.

• Guides addressing anxiety and smoking cessation.

• Confidential mental health helpline offering 24/7 access to qualified counselors.

• Recognition and celebration of fellow contractors.

• Company polls where everyone can vote for winners.

• Culture Hub featuring company updates, photos, benefits information, and more.

• Access to the Culture Hub anytime, anywhere.