 The accurate and prompt assessment of claims for Council Tax reduction The processing of reported changes in circumstances affecting those claims. The maintenance and updating of claims in response to information received from internal and external sources. Responding to non-urgent requests for information.  Carrying out complex assessments, based on citizens income Reviewing and revising decisions made by self and others where required Providing written explanations of decisions and overpayments where requested. Responding to urgent requests for updates or information about claims.

 Research, source, monitor, analyse and share specialist information and data ensuring that customers receive detailed, accurate reports and data and contribute to specific projects and service initiatives and where appropriate ensure effective implementation in the work area. Work as a point of customer contact for the Portfolio Management System responding and resolving queries, complaints and requests, supporting customers appropriately and effectively ensuring that they receive a good level of service, answering any queries that are escalated ensuring they are resolved and that outcomes are used to improve the service. Provide an effective administration service making sure that documents are prepared and issued and where appropriate returns are received and analysed. Monitor and maintain budgets, financial information and resources ensuring that accounts are reconciled and variances are reported Communicate changes and developments in policy, working practices and procedures and ensuring that procedures and systems are updated appropriately. Provide high quality support, advice and guidance around the use of the new Portfolio Management System Ensure programmes and projects adhere to regulations, codes of practices, and policies and procedures.

- Deputise for the Team Leader - Assist with the day-to-day management of the team - Ensure successful contacts are made using a range of communication methods - Investigate alternative sources of information to provide missing data - First point of contact for all queries from the team - Assist with reporting and statistic collection - Ensure the team are aware of changes to processes or objectives in a timely manner - Escalate issues where appropriate to the Team Leader - Provide effective coaching and mentoring to team members - Ensure citizen access and welfare needs are met - Understand and be able to communicate issues around GDPR and Data Protection - Identify opportunities for community involvement for citizens to improve community knowledge and social action - Ensure health and safety and staff welfare processes are in place to ensure safe working

 Managed and reduced an outstanding case load of over 300 welfare cases with an average wait time of 3 months, down to 2 days and 35 cases over a period of 12 weeks. Identify welfare need of RAF veterans and allocate all welfare referrals to the appropriate volunteers  Managed the allocation of casework to volunteers, supporting the needs of beneficiaries at all times. Provide ongoing support and guidance to all welfare volunteers and to beneficiaries who seek support and assistance, signposting to external charities or support organisations where necessary. Work in partnership with internal services as well as with external organisations and develop strong links with other welfare organisations, service and non-service charities, Local Authorities and Clinical Commissioning Groups  Provide induction support and ongoing development support to volunteers including training needs. Provide support to volunteers with their use of the Case Management System  Use initiative and creative approaches to problem solving when dealing with welfare cases in line with the parameters of the Association’s policies and procedures.  To make decisions about eligibility for welfare.  To support the Regional Welfare Manager and where indicated, welfare volunteers and caseworkers in conducting financial assessments as part of welfare case load. To assist with the allocation and administration of RAF Benevolent Fund Regular Financial Allowances payments and renewals Record all activity in salesforce relating to case management, including initial contacts, the beneficiary journey and records related to volunteer management  Maintaining accurate records on CMS.  Maintain accurate and updated confidential records for beneficiaries, employees and volunteers.

 Curated high-quality activities and support resources for 6-17yr olds aligned to the Scouts theory of change. Understood and used digital project management tools such as smartsheets. Worked with a content management system based on Umbraco. High quality uploading of data and documents to CMS. Consulted volunteers to ensure quality and validity of activities, balancing the need for rapid content development with ensuring materials are effective, accessible, realistic and capitalise on the expertise of our volunteers. Supported the mapping of interrelations between activities, badges, awards and policies so that volunteers experience an intelligent journey that leads to volunteers delivering high quality activities to young people in Scouting. Engaged with relevant internal teams to capitalize on expertise and achieve high quality programme content.  Liaised with communications colleagues so that the content produced is translated into brand compliant, accessible, inspiring language, without losing any essential and intended pedagogy.