Team Support Officer - Wokingham, United Kingdom - Novax Recruitment

Novax Recruitment
Novax Recruitment
Verified Company
Wokingham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Team Support Officer
Wokingham
£10 per hour
Full-time temporary contract

General description of the job:

  • Respond to internal and external queries and provide general advice
  • Coordinate and allocate individual and collective financial assessments and visits
  • Check the quality of incoming referrals and action them accordingly
  • Monitor the location of Financial Assessment Officers according to lone working policy
  • Process financial assessment outcomes where no financial calculation is required.

Main duties:

  • Verify the quality of financial assessment referrals received to establish what is required, providing feedback on any rejected referrals, ensuring effective use of time and avoiding unnecessary customers contact.
  • Timely assess the suitable method for conducting a financial assessment, either through booking a visit for a Financial Assessment Officer or sending out a financial assessment form to ensure timely and appropriate service is provided to our customers.
  • In accordance with our Lone Working procedure monitor the location of lone working officers and be the designated contact for emergencies, escalating accordingly to ensure the wellbeing and safety of the officers on visits.
  • Fairly coordinate and allocate individual and collective financial assessments and visits according to caseloads to facilitate the timely processing of assessments and meet customer expectations.
  • Process financial assessment outcomes where no financial calculation is required.
  • Support customers to correctly complete financial assessments forms, verify relevant financial documents and provide advice to enable the smooth, competent, and effective running of our reception service.
  • Maintain sufficient records so that all appropriate monitoring and statistical records covering the function can be compiled on a monthly, quarterly and annual basis.
  • Maintain accurate procedures and train other team members.
  • Coordinate the allocation of complaints and reconsideration of financial assessments, being the first point of contact for customers, attempting to resolve their issue at first contact.

Requirements:


  • Educated to a minimum of GCSE (or equivalent) standard.
Technical Skills.

  • Excellent customer care skills, with the ability to communicate at all levels.
  • Effective written & verbal communications skills.
  • Ability to work under pressure and use own initiative to organise and prioritise own workloads.
  • To be compassionate, empathetic and understanding.
Knowledge

  • Good knowledge of Microsoft Office including Excel and Outlook
  • General knowledge of welfare benefits.
Experience

  • Previous experience of facetoface interactions with customers
  • Experience of working under pressure in a busy office environment and to tight deadlines.
  • Experience of working with and developing effective working relationships with a wide range of people of differing backgrounds and abilities
  • Experience of supervising or motivating staff
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