Senior Local Welfare Provision Advisor

Northgate Public Services is one of the fastest growing public service businesses in the UK. It uses strategy, innovation, information and technology to promote high-performing public services, management and governance in the UK.

We work together with our clients in trusted partnerships to deliver better public services that seek to improve the skills and capabilities of employees, fully engage the public and thereby add to public value. It is the depth and breadth of the knowledge and the work of Northgate Public Services employees that places it in a distinct position.

Northgate Public Services partners with the public, private and not-for-profit sectors. In the UK we work with 95% of Local Authorities, every police force and a large number of health organisations, housing associations, utilities and transport companies.

Northgate Public Services supports corporate and service transformation through sustainable performance partnerships. Its services embrace local government, environment and planning, energy efficiency, public safety and enforcement, health and social care, housing, financial management and transport.

Role Summary

Responsible for overseeing the work of the English and Welsh Speaking advisors, assuring quality of application processing, eligibility criteria used and verification checks. Ensures accurate delivery of the contract, whilst monitoring and managing Service Level Agreements, taking the lead on identifying fraud and on the initial review stage of appeals. Responsible for the immediate line management of Advisors.

Duties & Responsibilities

Delivery Key responsibility:

Works in a senior role processing crisis payment and Community Care grant applications, whilst acting as senior decision maker and supporting a team of advisors.
Has a thorough understanding and working know-how of the contract, including SLA's, governance, escalation routes and data security.
Liaise with applicants to process information into the Northgate System.
Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilising additional computerised interfaces for confirmation.
To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls.
To act on requests for support regarding system access and use by the customer.
To work as part of the team in achieving targets set by the Service Manager
To deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email or letter.
Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills 'share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence
Has a thorough understanding of the criteria and guidelines under which applications will be processed, sharing expertise across the team.
Is responsible for the Quality Assurance of advisors processing.
Responsible for the initial review stage of the appeals process for unsuccessful grant applications and onward referral to Family Fund Trading Ltd.
Take a lead on identifying fraud through multiple applications.
Escalates Real Time information on grants awarded and fund usage to the Finance Business Support post, in order that overall budget management is accurate and timely.
Capture operational reports and statistic on behalf of the Service Manager
Provide SLA report to the Service Manager
Contribute to escalation and incident report for the Service Manager
Prepare operational statistics for internal performance tracking based upon input from local operations

Operational Excellence responsibility:

Inspire and lead a number of advisors to accurately and professionally deliver the Local Welfare Provision service for Wales.
Ensure advisors are adhering to operational processes
Responsible for performance management, including identifying training needs of team members (monitoring and coaching Modern Apprentices)
Looking at service improvement with advisors, using front line experience to support change
Implement to the front line, operational process changes initiated by the customer
Ensures that the Service Manager has an awareness of any issues with service delivery
Responsible for efficient escalation of customer complaints, to ensure overall customer satisfaction
Acts as the primary point of escalation for advisor queries

Experience of working in a supervisory role.

- Knowledge of DWP grant awards and welfare provision.
- Experience of contact/processing centre working.
- Experience of processing data with attention to detail and good accuracy
- Excellent telephone manner
- Knowledge of service centre processes, policies and procedures, such as escalation procedures, service level agreements and client service standards.
- Excellent computer skills - especially MS Office in the area of excel and outlook.
- Excellent communication and written skills with the ability to work confidently with customers and internal colleagues
- Demonstrable track record of meeting and exceeding operational targets.
- Well organised
- Team worker - able to work with colleagues to achieve targets and objectives.

Desired Knowledge and Experience

- Fluent Welsh Speaking

Security Clearance/CRB Clearance

Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be requested at interview.