Financial Assessment & Income Officer

Hours: 37 hours per week

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

Location: Stevenage – Office based

Contract type: Fixed term (one 6‑month and one 12‑month maternity cover positions)

Department: Adult Care Services – Income and Financial Assessments Team

The Adult Care Services Income and Financial Assessments Team ensures 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 and monitors income. They provide guidance and support to individuals and work closely with other departments, applying relevant legislation such as the Care Act 2014.

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. You will manage a high volume of calls, deliver a responsive and professional service, respond to written correspondence, and support individuals with queries relating to financial assessments and care charges.

As a key point of contact, you will guide people through the process, ensuring they feel informed, supported, and confident that their queries are being effectively resolved. You will also triage cases, allocate work and ensure enquiries are routed to the appropriate teams quickly and efficiently.

• 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 requires an enhanced DBS check.

• It is primarily office‑based; following an initial settling‑in period, there may be an opportunity for hybrid working, depending on business needs, with a minimum weekly office attendance requirement.

We are a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post. This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.