AQ Officer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Have enthusiasm to succeed?
Have a passion for giving and receiving learning and development opportunities?
Looking for a great work life balance and flexible working?
This is a role in the Appeals, Quality & Training Team (AQ Department) with flexible working across a 37-hour week. Part time applications considered.
We currently have opportunities within the AQ Department for Quality Training and Development Officers. We are looking for enthusiastic and knowledgeable people with significant experience00 of Housing Benefits processing.
This role is one where you will be supporting individuals and teams by delivering technical training in Housing Benefits and performing quality checking on Housing Benefit transactions.
You would be mainly responsible for quality checking benefit assessors’ work but also for periodically delivering long-course (13-week) new starter training, and/or upskill training, and assisting in the Learning and Development of employees within Housing Benefits area of a local authority contract.
Training is typically delivered remotely, using Microsoft Teams, or in rare circumstances in a Liberata office local to you. There may be some, exceptional, travel expectations at this level, subject to this fitting in with any personal home-care responsibilities.
You would also get involved in procedures and may be asked to support the production and development of Housing Benefit policies and procedures.
Key tasks and responsibilities:
- Perform accurate and consistent quality checking of Housing Benefit Assessments to identify financial & other processing errors and record on a database to be used as part of Learning & Development/Performance Management.
- Deliver all aspects of Housing Benefit technical training to new starters or existing employees.
- Support new-starter groups of trainees from induction through to end of training course and play a significant part in their transition and development towards passing their probation.
- Produce; deliver; score and report on in-course assessments for your trainees and liaise with operational managers where required around trainee performance and progression.
- Maintain up to date knowledge of changing legislation and operational processes.
- Work with the Quality & Training Manager and your colleagues in the AQ Team to support any new Quality & Training initiatives and help deliver an excellent service to our internal and external customers.
- Provide coaching/mentoring and/or technical/procedural support to Benefits Assessment Officers using face to face and virtual methods, as appropriate.
- Provide virtual floor walking support via the ‘Query Log’ system, which will mean prioritising urgent technical queries from assessors who post queries to an online help-log.
- Handle disputes against your, and your AQ colleagues, quality checking findings and use the outcomes to support any training needs.
- Adherence to all applicable Company policies and procedures.
- Adherence to Liberata’s Health and Safety Policy and procedures
Key Deliverables:
- Ensure individual performance targets are met.
- Ensure individual quality targets are met.
- Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards.
- Observe confidentiality and data security of information handling.
Requirements for the Role:
- Experience working as a Housing Benefits Assessor at a senior level, handling all types of work and transactions including Self-Employed, Students, Persons from Abroad, Supported Accommodation.
- Experience of training; quality checking; service development; employee support and development, and able to demonstrate a high level of accuracy using a methodical and consistent approach to reviewing decisions.
- Excellent communication, especially the ability to explain the corrective action requirements where you have identified an error, having a pragmatic and professional approach where your decision is disputed by an assessor.
- Willing to undertake any further training to enhance knowledge/competence.
The Company
Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.
Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values.
Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.
The Benefits
Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK.
For the full list of benefits, please click here, but below is a taste of what we offer:
Life
assurance
Equivalent to 4 times annual salary
pension
scheme
Contribute up to 6% and the company will match the contribution
Professional development
Support towards gaining professional qualifications
Reward
scheme
A wide range of benefits, rewards and discounts
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