Responsibilities

You will be the point of contact for complex case clients, Finance, and Operational staff in all matters relating to complex financial assessments, deputyships, and appointees. Additionally, you will support Promoting Independence and Living Well approaches for Buckinghamshire people in the prevention or resolution of financial vulnerability through effective support, advice, and guidance.

About the role

As a Complex Case Officer, you will be the primary point of contact for complex case clients, finance, and operational staff. Your main responsibilities will include:

• Liaising with a range of stakeholders to establish the most effective method of recovery, including Care Management, Credit Control, Financial Assessments, and Legal Teams.
• Monitoring and reporting performance in respect of Adult Social Care debt on a monthly basis.
• Developing close working relationships with partner agencies such as the Department for Works and Pensions.
• Promoting the importance of income collection and raising awareness of roles and responsibilities across care teams.
• Communicating effectively with recipients of care or their representatives, whether face-to-face, by telephone, or letter.
• Conducting home visits to support recipients of care in setting up payment plans.
• Providing proactive support by identifying debt early and escalating safeguarding concerns.
• Assisting recipients of care with prompt and appropriate advice, liaising with other agencies and departments as necessary.

Any-Desk:

As an ‘any-desk’ worker, you’ll need to be connected to our network to access digital folders and resources, but this can either be from home or an office location when required. You will be required to work from the office a couple of times a week, depending on your role and team requirements.

About you

We are looking for an individual with experience in the development and implementation of finance, fraud, or safeguarding best practices, and a proven track record of supporting people with their finances. The ideal candidate will have excellent customer service skills, experience in effective finance training development and delivery, and the ability to engage and network with a range of stakeholders, adapting communication and negotiation styles to suit varied situations. Creativity, imagination, and strong organisational skills are essential, along with tenacity and resilience in challenging existing ways of doing things and raising performance standards. Proficiency in Microsoft Word, Excel, the Intranet/Internet, and Email is required, as well as relevant experience in project management or leading and delivering project-based initiatives. An understanding of Financial Advice and Fraud legislation, awareness of the role of the Office of the Public Guardian, and working knowledge of assessment and billing in Adult Social Care are also necessary.

Qualifications:

• Educated to A Level / HNC standard or equivalent.
• ICT skills – standard Microsoft packages & specialist systems.

Other information

For further information on this role please see the attached job summary.

Please note: You must have the ability to converse at ease with members of the public and provide advice in accurate spoken English.

Working arrangements: Any desk worker, working 2 days in the office and 3 days from home.

Closing date 19th November 2024

Interviews TBC.

This post is exempt from the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent convictions and conditional cautions
• All spent convictions and adult cautions that are not protected (i.e. that are not filtered out) as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2020 and 2023).

For further information on filtering please refer to Nacro guidance and the guidance published by the Ministry of Justice (see, in particular, the section titled ‘Exceptions Order’).

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Person Specification

Essential:

• Extensive experience of the development and implementation of finance, fraud or safeguarding best practice 
• Excellent customer service skills, with experience of resolving customer enquires in the specialist service area. A proven track record of successfully supporting people with their finances 
• Experience of effective finance training development and delivery  
• Ability to engage and network with range of stakeholders, to influence approaches to service delivery and to encourage more effective approaches, adapting communication and negotiation style to suit varied situations and people
• Creativity and imagination in seeing new approaches, painting the vision, overcoming obstacles and showing that ambitious goals can be achieved
• Well organised with the ability to plan and prioritise workloads to meet business needs with excellent communication skills, both written and verbal, and presentation
• Tenacity and resilience, for example challenging existing ways of doing things and raising performance and standards
• Good operating knowledge of Microsoft Word, Excel, the Intranet/Internet and Email, with the ability to embrace new technology and challenge existing ways of working including processes, culture and perspectives
• Experience of providing a customer driven front line service within a Local Authority, Registered Provider or a similar public or private organisation 
• Educated to A Level / HNC standard or equivalent
• ICT skills – standard Microsoft packages & specialist systems 
• A full driving license required to be able to carry out the role

Desirable:

• Relevant management qualification e.g. Degree, Certificate Diploma in leadership, management or human resources (HR)
• Relevant experience of project management, or leading and delivering project-based initiatives or changes
• Understanding of Financial Advice and Fraud legislation and awareness of the role of the Office of the Public Guardian 
• Working knowledge of assessment and billing in Adult Social Care