Financial Assessment & Benefits Duty Officer

Financial Assessment & Benefits Duty Officer

Job description 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. About The Role: 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. Key Responsibilities:

• 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.

About You: 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 personal part in making Reading a successful and vibrant place. Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this: Work Together as one team - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential. Be Ambitious - be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way. Make a Difference to Reading - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed. Our offer: We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition are strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment. A competitive salary alongside a range of benefits including:

• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years and 33 days after 10 years' service, with the option to buy additional leave
• A wide range of flexible working opportunities
• Modern working environment at the Civic Offices in the heart of Reading
• Local Government Pension Scheme (LGPS)
• Life Assurance - three times your annual salary (for members of the LGPS)
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

For more information on this position please contact Sarah Stockle (email to: sarah.stockle@reading.gov.uk or call 0118 937 4486 to leave a message and number for a call back). Closing Date: Monday 14 th September 2026 Interview Date: Friday 25 th September 2026 Interview Setup: In person at the Civic Centre, Bridge Street, Reading, RG1 2LU

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