Job Overview
Financial Assessment & Income Officer
Starting Salary: £31,537 (potential to progress to £34,434 per annum)
Hours: 37 per week
Location: Stevenage
Contract Type: Permanent
Directorate: Adult Care Services
About the Team
The Adult Care Services Income and Financial Assessments Team plays a crucial role in ensuring that adults receiving social care services are assessed fairly and accurately for their ability to contribute financially towards the cost of their care. The team carries out financial assessments, maximises benefit entitlement, collects and reviews financial information, monitors income, and provides guidance and support to individuals. It works closely with social care practitioners and other departments, applying legislation such as the Care Act 2014.
About the Role
The successful candidate will be a key, customer‑facing member of the Income and Financial Assessments Service, delivering excellent support as part of the Customer and Business Support team. Responsibilities include handling a high volume of calls, responding to written correspondence, guiding individuals through the financial assessment process, triaging cases, allocating work, and ensuring enquiries reach the right teams quickly and efficiently. The role requires you to manage enquiries efficiently, support individuals with queries relating to financial assessments and how care charges are calculated, and maintain professional and empathetic service delivery.
Responsibilities
- Conduct financial assessments and maximise benefit entitlements for care recipients.
- Collect, review and analyse financial information provided by individuals.
- Handle high volume customer calls and written correspondence.
- Guide individuals through assessment processes and explain care charge calculations.
- Triage cases, allocate work and coordinate with other teams to resolve enquiries promptly.
- Maintain accurate records and ensure high attention to detail.
- Work collaboratively across multiple teams and support organisational objectives.
Qualifications & Experience
- Essential:
- Experience in customer service or call handling environments.
- Strong customer service skills with a professional, empathetic approach to resolving enquiries.
- Excellent communication skills, able to explain financial assessment processes clearly.
- Experience managing queries related to appointments and processes, supporting individuals through service pathways.
- Ability to triage and prioritise work effectively, ensuring appropriate allocation of cases and tasks.
- Experience working in a fast‑paced environment with competing demands.
- Strong organisational skills, including coordinating appointments and managing workloads.
- Good numeracy skills and understanding of financial information.
- IT proficiency using databases, spreadsheets and case management systems.
- Collaborative work style across multiple teams.
- High level of attention to detail and accurate record keeping.
- Desirable: Understanding of Adult Social Care processes, financial assessments or Care Act 2014 legislation.
Benefits
Generous pension scheme membership, annual leave entitlement, professional support and opportunities for career growth. The role is primarily office‑based with potential for hybrid working following an initial settling‑in period.
Legal & Diversity Information
Disability Confident employer – guaranteed interview for candidates displaying a disability whose application meets the minimum criteria.
Safeguarding – role requires Disclosure & Barring Service (DBS) checks.
English Fluency – candidates must be able to converse at ease with members of the public and provide advice in accurate spoken English. For sign language users, an interpreter speaking English will be provided.
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