Hackney Council
Location
Hackney, Greater London | United Kingdom
Job description
Job Category : Admin / Clerical
Location : Hackney Council
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £15.74
The name of the position is called ‘Benefits & Housing Needs Assistant’ and the role sits within the Complaints Team. The Complaints Team is a very busy business area within the Benefits & Housing Needs Service that deals with complaints, members enquiries, mayor enquiries, MP enquiries and Freedom of Information requests.
The successful candidate will be a lone worker, based from home and will be responsible for triaging new / existing complaints. Primarily determining whether the query has been correctly signposted to our service. If the query has been misdirected to us, then the post holder will redirect the query to the correct business area.
For all cases that require action from the Benefits & Housing Needs Service, the successful candidate will then assign the query to a member of staff, so they can commence the process of investigation and draft response. On approval of the draft response, the post holder will ensure that all approved responses are correctly formatted to our Corporate standards and sent (by post / email) to the correspondent in a timely manner.
Throughout this process, the post holder will be responsible for ensuring the service maintains an accurate audit trail of all queries handled by this service. The post holder will be expected to work closely with all case handlers across the service providing advice and technical support on the use of our business system where necessary.
The successful candidate;
a) Must be able to empathise with customers to understand the concerns conveyed in their formal queries to us. (mandatory requirement)
b) In-depth understanding of how large organisations are set up and how to dynamically cross team work across a variety of business areas to achieve core objectives. (mandatory requirement)
c) Must be an adept communicator, well organised time keeper, positive self-starter, with the ability to prioritise their day-to-day work, that works well on their own and/or as part of a team. (mandatory requirement)
d) Must be ICT literate with the ability to use computer devices proficiently, whilst using a range of digital applications to communicate with staff colleagues effectively. (mandatory requirement)
e) An adept understanding of spreadsheets and report building functions within Excel / Google sheets platforms. (desirable requirement)
f) Must have experience of handling personal data and should understand the high importance of data protection and how to keep personal customer data safe and secure at all times. (mandatory requirement)
Training will be provided to the right candidate. Work equipment will be provided. The post holder may be required to carry out tasks commensurate with the SC6 grade of the post.
The Complaints Team is a high profile business area that liaises at all levels with staff, providing key learning insights through advanced data analytics. The Team prides itself on being one of the key drivers that helps business areas grow and improve across the division.
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