Senior Assessment Officer (SO2)

JOB ROLE PROFILE AND PERSON SPECIFICATION

Generic Job Category:

Post Title and Number: Senior Assessment Officer

Present Grade: SO2

Dept: Finance, Resources and Customer Services

Service/Section/Team: Financial Assessment/Income and Debt/Welfare Advice and Visiting

Reports to (title): Team Leader /Team Manager

Purpose of the Role:

Senior Assessment Hub officers will provide high quality and comprehensive collection/financial assessment and welfare/benefits advice services, drawing on technical expertise, knowledge and experience to add value, lead on the resolution of challenges and drive process improvements across the area.
As senior members of the team they actively contribute to the smooth running of the service to coach and develop colleagues to help raise standards and productivity, which may require flexibility in working across teams. Senior Assessment Hub officers ensure processes are delivered in a consistent, standardised and efficient manner and that work is allocated efficiently to the team.

Senior Assessment Hub officers will deal with a full range of customer enquiries, including complex or technical issues for the team, providing direct support to Team Leaders and advice and guidance to team members.

Senior Assessment Hub officers should actively champion continuous improvement and the implementation of automation and efficient ways of working.

Deputise for the team leader in their absence.

Coaching and developing colleagues, including induction, mentoring and training of new joiners, agency staff and service users.

Dimensions including Structure Chart:

6 x Senior Assessment Officers (SO2)
8 x Assessment Officers (SC6)
16 x Assessment Assistants (SC5)





Key Accountabilities:

1. Assist the team leader to plan and manage the work of the team ensuring that all team members understand the service menu, standards and performance indicators, are proactive in contributing to delivery of team objectives and ensure all team members are appropriately trained to be able to carry out these processes in a consistent and efficient manner.

2. Maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and current and emerging best practice for the area of responsibility and ensure that the organisation meets all of its statutory, regulatory and contractual obligations.

3. Pro-actively seek opportunities to deliver efficiencies including through the implementation of system improvements and increased automation.

4. Assist the team leader in ensuring performance objectives for teams are delivered. Ensuring that these are understood and that appropriate output focused performance management measures are effectively implemented.

5. Ensure the maintenance of accurate records and databases at all times, ensuring all customer information is dealt with in strict accordance to confidentiality rules.

6. Manage your own performance effectively to meet goals and targets and work to required deadlines, adhering to Departmental and Council policies, procedures and systems at all times.

7. Keep up to date with relevant procedures and guidance affecting the area of work including maintaining a high level of confidentiality.

8. As discussed with the line manager, take responsibility for own learning and development and participate in performance management and development discussions in line with the performance appraisal review process.

9. To undertake any other reasonable duties commensurate with the grading of the post.

10. At all times to carry out responsibilities with due regard to the Council’s Code of Conduct and related policies i.e. Equalities & Diversity, Data Protection, Confidentiality, Health & Safety.

The range of duties we expect you to do are set out above, however this is not intended as a complete description of your job. We reserve the right to ask you to undertake any tasks that are consistent with the grade to ensure effective service delivery. This may include working in any other service areas and / or varying hours of work, as may be reasonably required of you.

Key Relationships (Internal and External):

· By phone and/or email, customers and members of the public
· Other teams across the Council and external agencies as and when required to ensure effective enforcement and resolution of enquiries and issues
· Build and maintain effective relationships across the organisation to support a proactive, flexible, customer focused service
· Maintain awareness and knowledge of IT developments and leading practice

Equality and Diversity:

The Council has a strong commitment to achieving equality in its service to the community and the employment of people and expects all employees to understand, comply with and promote its policies in their own work.

Health and Safety:

The post holder shall ensure that the duties of the post are undertaken with due regard to the Council’s Health and Safety Policy and to their personal responsibilities under the provisions of the Health and Safety at work Act 1974 and all other relevant subordinate legislation.

For a more detailed definition of these responsibilities, refer to the current versions of the Corporate Health & Safety Policy, Group Safety Policy and employee information leaflet entitled "Health & Safety Policy; Guidance on Staff Health & Safety Responsibilities".

Corporate Health and Safety Responsibilities

All employees have personal responsibilities to take reasonable care for the health and safety of themselves and others. This means:

1. Understanding the hazards in the work they undertake;
2. Following safety rules and procedures;
3. Using work equipment, personal protective equipment, substances, and safety devices correctly; and
4. Working in accordance with the training provided and only undertaking tasks where appropriate training has been received.

Employees shall co-operate with the Council by allowing it to comply with its duties towards them. This requires employees to:

· Take part in safety training and risk assessments and suggest ways of reducing risks; and
· Take part in emergency evacuation exercises.

Employees shall report all accidents, ‘near miss’ incidents and work related ill health conditions to their manager/supervisor/team leader.

Employees shall read the Corporate Health & Safety – Organisation Part B Policy to ascertain and understand their responsibilities as an employee, line manager, Assistant Director or Director of the Council.

Information Security:

In order to protect the confidentiality, integrity and availability of Council information, including information provided by customers, partner organisations, and other third parties, where applicable, employees will comply with the Council’s Information Security Policy.

Statement of Commitment to Safeguarding of Children and Vulnerable Adults through safer employment practice:

Enfield Council is committed to safeguarding and promoting the welfare of children and vulnerable adults. Safe recruitment of staff is central to this commitment, and the Council will ensure that its recruitment policies and practices are robust, and that selection procedures prevent unsuitable people from gaining access to children, young people and vulnerable adults. All staff employed to work with or on behalf of children and young people in the Council must be competent.

All staff working with Children & Vulnerable Adults should be aware of, and share the commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults when applying for posts at Enfield Council.
Generic Job Role Last Update: November 2015
Job Category: Senior Officer Assessment Hub:

PERSON SPECIFICATION

Job Title: Senior Assessment Officer Grade: SO2
Department: Finance Resources and Customer Services Team: Assessment/Income and Debt/Welfare Advice and Visiting
KNOWLEDGE, SKILLS & ABILITIES (You are not restricted to 2 criteria for each category)
HOW TESTED
Application – A
Test – T
Interview – I
Job Specifics – Skills, Experience
Essential:
· Experience/successful track record of providing collection/financial assessment/welfare benefit advice services.
· Successful experience of continuous performance improvement for a collection/financial assessment/welfare benefits advice services
· Well-developed written and oral communications skills and the ability to communicate complex matters effectively to staff and customers.
· Awareness of and the ability to operate with sensitivity in the context of a political environment.
· Ability to balance competing pressures to maximise the effectiveness of the organisation’s outcomes
· Evidence of successful resource management in a complex collection/financial assessment/welfare benefit advice services, evaluating competing resource pressures within tight financial limits and demanding service priorities.


Desirable:
· Previous experience of working with collection/benefit reforms/work flow systems
· Local Government based professional collection/assessment qualification
· Experience of presenting applications/cases to court

Competencies:
1. Influence
a. Build Relationships
b. Communicating Information
2. Solving Problems
a. Investigating Issues
b. Creating Innovation
3. Adaptability
a. Resilience
b. Giving Support
4. Deliver Results
a. Driving Success
b. Planning and Managing Resources

Knowledge*
1. A good understanding of collection, income-related assessments and benefit services delivered across the Council
2. A good knowledge of best practice approaches in collection/assessment of income related and other reductions within a local authority environment
3. A good understanding of welfare benefits and best practice approaches to aligning decision making with value for money principles

Qualification(s)*
1. Local Government professional qualification in collection/benefit/welfare reform services or equivalent

Hybrid working - 2 days in office
The Senior Assessment Officer is a key member of the Financial Assessment, Income & Debt, and Welfare Advice service. The role provides specialist financial assessment, income collection, and welfare/benefits advice, ensuring high quality, accurate, and efficient service delivery.
Acting as a senior point of expertise, the post holder supports the Team Leader by overseeing workflow, allocating work, resolving complex enquiries, and helping drive performance and continuous service improvement. They play an active role in coaching, mentoring, and developing colleagues, including new starters and agency staff, and deputise for the Team Leader when required.
The role maintains up to date knowledge of relevant legislation, policies, and best practice, ensuring the Council meets its statutory and regulatory responsibilities. Senior Assessment Officers champion automation and improved ways of working, support consistent processes across teams, and contribute to service-wide efficiency.
Key responsibilities include managing own caseload to required standards, ensuring accurate record keeping, handling complex or technical customer enquiries, and promoting a customer-focused, compliant, and value for money service.
The post requires strong communication skills, the ability to manage competing priorities, and a proven track record in collection, assessment, or welfare benefit services.