Senior Customer Contact Officer – Financial Assessment

Main Purpose Of Job

To lead, manage and motivate a team of customer contact officers that will provide experienced practitioner support and advice, dealing with complex assessment relating to a specialist area within the council by telephone, e-transactions and face to face, undertaking rules based assessments and other service specific activities.

Undertake investigations of customer needs, linking with other services to form a whole view of the customer, applying technical knowledge where necessary to formulate an outcome. Where appropriate apply specialist policy and/or calculations to undertake assessments, escalating longer term case management or referrals to the relevant specialist team. Ensuring all customer transactions are recorded and customer informed of outcomes.

Applying legislation or policy to rules based and complex assessment, ensuring this fits with current practice requirements as defined by the specialist service. Ensuring knowledge base is kept up to date as appropriate.

Undertake professional supervision of a team of Customer Contact Officers financial assessment, providing support and guidance where required. Maintaining links with relevant specialist service areas to ensure the team is up to date with legislation and procedures. Notifying the Business Improvement Team of any changes required to CRM processes.

Liaise with the Operational Manager to set appropriate objectives for team member performance reviews. Working with them to ensure all policy and strategy for the services are up to date and relevant.

If you have any queries, please contact us on 01634 332878 or if you would like to have an informal discussion with the recruiting manager call Kate Broom on 01634 334734.

How to apply:

For details on how to apply for this role, please read the attached Guidance Notes, which includes the Job Profile/Person Specification.

If you are applying online, you will need to read through this prior to commencing your application.

Please note that if you are shortlisted for interview we will normally contact you via email, therefore, please ensure you state this on your application. If you are a current Medway Council employee you will be contacted at your registered work email address only.