Case Management Officer Level 3 – WMF1066e

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£29,777 - £30,296
Job Type
Full Time

Local Government in Cumbria has changed. The current six district councils and Cumbria County Council have now been replaced by two new unitary authorities - Westmorland and Furness Council and Cumberland Council.

This role will be based in and employed by Westmorland and Furness Council

Why work for Westmorland and Furness Council

Westmorland and Furness Council will be an ambitious authority that will shape public services for the better, building on the best and transforming them for the future. We are committed to putting our customers and communities first, and to be the heart of everything we do.

About this opportunity

Westmorland and Furness Council is seeking to recruit a Level 3 Case Manager to work within the Benefits Team. This is an exciting opportunity to join our team, working in the constantly changing area of Benefits.

You will manage and resolve complex cases, taking ownership through to completion.

The role focuses on delivering high quality and continuously improving services, taking responsibility for resolving issues as efficiently and effectively as possible on a wide range of the more technical, statutory and non-statutory, services, initiatives, activities and projects. You will undertake more complex case management that will require a more detailed understanding of relevant service processes and compliance, regulations and legislation in all aspects of Housing Benefit and Council Tax Reduction, including supported accommodation, self-employed, students and Persons from Abroad assessments. You will also be responsible for the investigation and resolution of exceptions identified through the Capita system, assist with completion of statutory returns, reconciliations and overpayment recovery.

You will train and mentor staff in Case Management and Customer Services in this specific area, promoting new ways of working and act as the single point of contact throughout the complete customer journey for a number of complex cases, coordinating activity with numerous Specialists as required, acting as lead case owner. You will be expected to:

  • Promote new ways of working, responsible for multi-skilling people within teams and encouraging knowledge sharing across case work teams
  • Support the Team Leader for operational management of the service as required, including overseeing people and responding to performance information
  • Work with Team Leader to support and develop others within the team in the areas of specialism
  • Occasionally refer to the Team Leader for advice and guidance
  • Refer to Specialists for case resolution, having a good understanding of the handoff points between Customer Services and Specialist Services
  • Act as the single point of contact throughout the complete customer journey for a number of complex cases, coordinating activity with numerous Specialists as required

What are we looking for in a Level 3 Benefits Case Manager?

  • Have experience of working in a local authority Benefits Team
  • Possess and maintain a working knowledge of Housing Benefit Regulations and other welfare benefits and an ability to comply with those Regulations
  • Be educated to A level/NVQ3 standard or extensive experience of working in a Benefits environment
  • Hold an IRRV qualification or be willing to work towards achieving one
  • Have an excellent working knowledge of Capita One Benefits software
  • Have great communication skills with a range of different audiences
  • Be able to work on your own initiative
  • Experience in resolving complex benefits cases
  • Have the ability to provide technical advice and guidance to customers, colleagues, and external organisations, in the most appropriate way
  • A flare for working with systems and well-developed ICT skills, with an ability to learn new systems quickly
  • A proven ability to work under pressure and meet strict deadlines with high levels of accuracy
  • Proven ability to be accurate, detailed and professional in approach to work
  • Proven ability to deliver high standards and good customer service
  • Proven ability to analyse and respond to requests and understanding when to escalate a case
  • Proven ability in decision making with minimum supervision
  • Proven ability to work in an agile way

What can we offer you

  • Excellent training and development offers
  • Flexible working opportunities
  • Opportunity to join the Local Government Pension Scheme
  • Boost your pension with Shared Cost Additional Voluntary Contributions (facilitated by AVC Wise)
  • Various perks and discounts schemes, including money off your phone contract and local gyms
  • Competitive rates of pay

To apply please click the Apply Now link below.

Apply for Case Management Officer Level 3 – WMF1066e
This role expires 26/05/2024.
Apply Now
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