Financial Assessment & Duty Officer

Financial Assessment & Benefits Duty Officer

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

• Salary £28,142 to £33,699 Per year
• Contractual hours 37
• Basis Full time
• Region Fixed-Term / Full-Time
• Job category/type Adult Services, Finance, Social Services

37 Hours per week - Full Time – Fixed term for 12 months.

Are you an organised and customer-focused professional with excellent communication skills? Do you enjoy helping people navigate complex financial situations and ensuring they receive the support they're entitled to?

We're looking for a Financial Assessment & Benefits Duty Officer to join our dedicated Financial Assessment & Benefits (FAB) Team. This is an excellent opportunity to build a rewarding career supporting residents who receive Adult Social Care services while gaining specialist knowledge in financial assessments, welfare benefits and charging regulations.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

We support flexible and hybrid working, for this role you will be able to work between our Civic Offices and home, subject to service requirements and team needs. Availability between 9.00am and 5.00pm during office hours to support customers is required.

As a FAB Duty Officer, you will provide day-to-day support to the Financial Assessment and Benefits Team, helping ensure that financial assessments and welfare benefit matters are managed accurately, efficiently and in line with legislation and Council policies.

You will be responsible for managing a varied workload, responding to customer enquiries, maintaining accurate records and supporting residents, families, carers and professionals with advice and guidance relating to financial assessments and benefits.

• Act as a first point of contact for financial assessment and benefits enquiries.
• Manage a high-volume inbox and telephone service, responding to enquiries promptly and professionally.
• Gather, verify and record financial information to support assessments.
• Maintain and update customer records using systems such as Mosaic and Microsoft Office applications.
• Conduct welfare benefit checks and provide accurate advice and signposting.
• Support residents and their representatives with benefit applications and follow-up actions.
• Work collaboratively with internal teams and external agencies to deliver positive outcomes for customers.
• Ensure compliance with data protection, confidentiality and safeguarding requirements.
• Contribute to team performance by providing excellent customer service and accurate case management.

We are looking for someone who brings experience of working in a busy customer-facing environment, with a strong commitment to delivering high-quality service to the public.

You will be confident communicating clearly and professionally, both verbally and in writing, and will be able to handle sensitive and sometimes complex situations with empathy, tact and discretion. Strong organisational skills are essential, along with the ability to manage a varied workload, prioritise effectively and meet deadlines.

You will be comfortable using IT systems, including Microsoft Office applications, and willing to learn new systems such as Mosaic. The role requires someone who can interpret and explain financial or policy information in a clear and accessible way, while maintaining accuracy and attention to detail.

A proactive, problem-solving approach is important, as is a commitment to safeguarding, equality, diversity and inclusion. Experience or knowledge of social care charging, financial assessments, welfare benefits or related services would be highly beneficial.

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your…