PURPOSE OF JOB
To process new claims, renewals, changes in circumstances and all other correspondence concerning housing benefit or council tax benefit claims for owner occupiers, council tenants, private tenants and Housing Association tenants in accordance with Divisional procedures under ISO9002, legislative requirements and the requirements of the Verification Framework.
To deal with enquiries from Housing Services Estate Officers, Landlords or Agents, or customers as allocated by Senior Benefit Officer.
To manage workflow using the Document Image Processing (ICLipse) system.
DUTIES
To process new claims, renewals, changes in circumstances and all other correspondence concerning housing benefit or council tax benefit claims for owner occupiers, council tenants, private tenants and Housing Association tenants as allocated.
Investigate and answer allocated benefits correspondence, including complex issues and enquiries from Housing Services estate officers regarding council tenant benefit claims, ensuring that Divisional, Group and statutory requirements are met.
Working within the Division's ISO9002 procedures, ensure all Divisional, Council-wide and Government key performance targets are met.
Maintain a thorough knowledge of Housing and Council Tax Benefit law and procedures; related council tax issues, and related computer systems, namely: Pericles, CTAX, First Housing, SAP (overpayment issues) and the Division's Document Management System (ICLipse).
Maintain a working knowledge of other benefits.
Contact Housing Services, Social Services, Rent Officer Service and appropriate Central Government Agencies as necessary and use relevant computer systems in order to resolve queries from customers and Housing Estates Officers.
Identify to the Benefits Assessment Team Leader any cases where Additional Hardship Payments may be appropriate.
Identify to Benefits Liaison and B&B Team Leader any cases where it may be possible to enhance a customer's welfare benefit income.
Acting under guidance, identify any potentially fraudulent claims, and refer to the Benefits Assessment Team Leader for adjudication.
Make determination on overpayments, and decide whether or not such overpayments are recoverable. Determine whether or not there is any underlying entitlement, or request further information from customer in order to make such a decision.
Make detailed notes on ICLipse and Pericles of full reasons for decisions.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.
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