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Job Title: Financial Assessment & Income Officer x 2
Starting Salary: £31,537 per annum (pro rata for part time) - Pay award pending
Hours: 37
Location: Stevenage - Office Based
Contract Type: Fixed Term, 1 x 6 Months and 1 x 12 Months
Directorate: Adult Care Services

About the team

The Adult Care Services Income and Financial Assessments Team play a crucial role in ensuring that adults receiving social care services are assessed fairly and accurately for their ability to contribute financially towards the cost of their care.

The team is responsible for carrying out financial assessments, maximising benefit entitlement, collecting & reviewing financial information and monitoring income. They provide guidance and support to individuals and work closely with other departments, including social care practitioners, whilst applying relevant legislation such as the Care Act 2014.

About the role

There are two fixed-term maternity cover positions available: one for a period of 6 months and the other for 12 months.

The successful candidate will take on a vital, customer-facing role within the Income and Financial Assessments Service, playing a key part in delivering excellent support as part of our Customer and Business Support team.

Are you someone who enjoys helping others, solving problems, and making a real difference? You’ll be at the heart of our Income Service, managing a wide range of enquiries about financial assessments and charging in line with the Care Act 2014.

A key part of this role involves handling a high volume of calls, delivering a responsive and professional service while managing enquiries efficiently. You will also respond to written correspondence, supporting individuals with queries relating to financial assessments and how care charges are calculated. As a key point of contact, you’ll guide people through the process, ensuring they feel informed, supported, and confident that their queries are being effectively resolved.

Working closely with colleagues across the service, you’ll play an important part in keeping everything running smoothly, triaging cases, allocating work, and making sure enquiries reach the right teams quickly and efficiently.

This is a varied and rewarding role where you’ll build relationships, use your judgement, and make a meaningful impact every day.

About you:

Essential:
We are seeking individuals who can demonstrate:

• Experience within a customer service or call handling environment
• Strong customer service skills, with experience handling enquiries and resolving queries in a professional and empathetic manner
• Excellent communication skills, with the ability to explain financial assessment processes clearly and sensitively
• Experience of managing queries relating to appointments or processes and supporting individuals through service pathways
• Ability to triage and prioritise work effectively, ensuring cases and tasks are allocated appropriately
• Experience working in a fast-paced environment with competing demands
• Strong organisational skills, including coordinating appointments and managing workloads
• Good numeracy skills and ability to understand financial information
• IT proficiency, including use of databases, spreadsheets and case management systems
• Ability to work collaboratively across multiple teams
• High level of attention to detail and accurate record keeping

Desirable:

• Understanding of Adult Social Care processes, financial assessments, or Care Act 2014 legislation

This role is primarily office-based. Following an initial settling-in period, there may be an opportunity for hybrid working, subject to business needs. Please note that there is a minimum weekly office attendance requirement.

In addition to a generous pension scheme membership and annual leave entitlement, you will be provided with excellent support and opportunities to grow.

This role requires an enhanced DBS check to be completed as part of your application process.

Please ensure that you submit a personal statement demonstrating how your skills, knowledge and experience make you a suitable candidate for this role. Due to the high volume of applications received, applications submitted without a personal statement may not be considered. Please indicate on your personal statement which length of Fixed Term you are interested in.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 8. Please locate the job profile here:

Job profiles: Business support services

To hear more about this opportunity please contact Cliona.Ilett@herfordshire.gov.uk for an informal discussion about the role.

Interview Date: 4th and 5th August 2026

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. PLEASE complete the short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Secondment
This role is open to secondments for eligible employees who work for HCC. If you wish to apply on a secondment basis, you must have your line manager’s approval before submitting your application. You will be asked to confirm this within your application form. If you are not eligible for a secondment (e.g., you are currently on a fixed‑term contract that would end before this positions ends) or you indicate that your manager cannot support a secondment, your application will be considered on a fixed‑term contract basis instead.

Additional information

We are changing
Hertfordshire County Councilis undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better. To find out more, visit https://www.hertfordshire-lgr.co.uk/

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding
This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.