Job Title: Benefits and Housing Needs Assistant
Contract: Temporary ongoing
Hours: 35 hours per week
Location: London E8

Job Description:
We are looking for a dedicated Benefits & Housing Needs Assistant to join our dynamic Complaints Team within the Benefits & Housing Needs Service.

As a Benefits & Housing Needs Assistant, you will play a crucial role in handling various forms of casework, including formal stage 1 complaints, members' inquiries, mayor inquiries, MP inquiries, and Freedom of Information requests.

Key Responsibilities:

• Triage and assess new/existing casework assigned to the Benefits & Housing Needs Service.


• Determine if cases have been correctly referred to our service for a formal response and redirect misdirected queries to the appropriate business area.


• Assign cases requiring formal responses to the appropriate staff members for investigation and response drafting.


• Ensure that all approved responses are correctly formatted to our Corporate standards and sent (by post/email) to correspondents in a timely manner.


• Maintain an accurate audit trail of all queries handled by the service.


• Provide advice and technical support on the use of our business system to case handlers across the service.


• Collaborate with various business areas to achieve core objectives through effective cross-team work.

Person Specification:

• You must have the ability to empathise with customers and understand the concerns conveyed in their formal queries.


• An in-depth understanding of how large organisations are set up and the ability to work dynamically across different business areas to achieve core objectives.


• Adept communication skills, excellent time management, a positive self-starter, and the ability to prioritise work, both independently and as part of a team.


• ICT literacy with the ability to proficiently use computer devices and a range of digital applications for effective communication.


• Experience in handling personal data and a strong commitment to data protection and ensuring the security of personal customer data.


• An understanding of spreadsheets and report-building functions within Excel/Google Sheets platforms is desirable.


• Commitment to personal development through in-house training and out-of-hours learning.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk