Financial Assessment & Income Officer

Job Introduction

Job Title:

Financial Assessment & Income Officer x 2

Starting Salary: £31,537 per annum (pro rata for part time) – Pay award pending

Hours:

37

Location:

Stevenage - Office Based

Contract Type:
Fixed Term, 1 x 6 Months and 1 x 12 Months

Directorate:
Adult Care Services

The Adult Care Services Income and Financial Assessments Team play 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 is responsible for carrying out financial assessments, maximising benefit entitlement, collecting & reviewing financial information and monitoring income. They provide guidance and support to individuals and work closely with other departments, including social care practitioners, whilst applying relevant legislation such as the Care Act 2014.

There are two fixed‑term maternity cover positions available: one for a period of 6 months and the other for 12 months.

The successful candidate will take on a vital, customer‑facing role within the Income and Financial Assessments Service, playing a key part in delivering excellent support as part of our Customer and Business Support team.

Are you someone who enjoys helping others, solving problems, and making a real difference? You’ll be at the heart of our Income Service, managing a wide range of enquiries about financial assessments and charging in line with the Care Act 2014.

A key part of this role involves handling a high volume of calls, delivering a responsive and professional service while managing enquiries efficiently. You will also respond to written correspondence, supporting individuals with queries relating to financial assessments and how care charges are calculated. As a key point of contact, you’ll guide people through the process, ensuring they feel informed, supported, and confident that their queries are being effectively resolved.

Working closely with colleagues across the service, you’ll play an important part in keeping everything running smoothly, triaging cases, allocating work, and making sure enquiries reach the right teams quickly and efficiently.

This is a varied and rewarding role where you’ll build relationships, use your judgement, and make a meaningful impact every day.

• Experience with in a customer service or call handling environment
• Strong customer service skills, with experience handling enquiries and resolving queries in a professional and empathetic manner
• Excellent communication skills, with the ability to explain financial assessment processes clearly and sensitively
• Experience of managing queries relating to appointments or processes and supporting individuals through service pathways
• Ability to triage and prioritise work effectively, ensuring cases and tasks are allocated appropriately
• Experience working in a fast‑paced environment with competing demands
• Strong organisational skills, including coordinating appointments and managing workloads
• Good numeracy skills and ability to understand financial information
• IT proficiency, including use of databases, spreadsheets and case management systems
• Ability to work collaboratively across multiple teams
• High level of attention to detail and accurate record keeping

• Understanding of Adult Social Care processes, financial assessments, or Care Act 2014 legislation

This role is primarily office‑based. Following an initial settling‑in period, there may be an opportunity for hybrid working, subject to business needs. Please note that there is a minimum weekly office attendance requirement.

In addition to a generous pension scheme membership and annual leave entitlement, you will be provided with excellent support and opportunities to grow.

This role requires an enhanced DBS check to be completed as part of your application process.

Please ensure that you submit a personal statement demonstrating how your skills, knowledge and experience make you a suitable candidate for this role. Due to the high volume of applications received, applications submitted without a personal statement may not be considered. Please…