Information officer benefits job description
Job title: Information officer - benefits
Reports to: Content experience manager
Department: Customer strategy and experience
Salary: £28,000 to £30,000 per year
Direct reports: None
Budget/Resource responsibility: None
To provide exemplar information and support to disabled people, families, professionals and members of the public around the subject of welfare benefits by:
- Responding to enquiries posted on the Scope online community.
- Identifying the need for and creating new content and information products that respond to external need.
- Providing training and support to helpline staff to enable them to respond to enquiries about benefits.
Main responsibilities and accountabilities
- Provide consistent high quality responses to enquiries about benefits posted on the Scope online community within set turnaround times.
- Host question and answer sessions and facilitate discussion about benefits on the online community.
- Provide training, regular updates and support for the helpline team to ensure they are equipped to respond to enquiries about benefits.
- Working with specialist professionals, the Content Core team and Policy team to research and take a lead responsibility in writing and maintaining information content around benefits.
- Ensure that customers feel valued and are provided with information that is tailored to meet individual need, is accurate, up to date and accessible to them.
- Produce regular reports for management about the progress we are making in developing our benefits offer.
- Keep abreast of information and legislation relating to disability issues and Scope activity to ensure the information we are giving about benefits is accurate, up-to-date and in line with Scope’s strategic position.
- Proactively share learning, information and best practice around benefits with colleagues in the Information and Partnerships team as appropriate.
- Work within Scope’s policies relating to customer confidentiality and data protection.
- Follow Scope’s policy and process around safeguarding and to make decisions regarding relevant customers as appropriate.
- Work with minimum supervision, prioritise and manage own workload and diary to maximise the impact of the national information and advice service.
- Promote Scope and its values around equality, inclusion and the social model of disability and to present a positive image of the organisation in all aspects of work.
- Contribute to team meetings and discussions and to proactively contribute to the continued improvement of the service.
Mandatory for all staff
- Work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
- Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
- Work within Scope’s policies and procedures.
- Information & Partnerships team to ensure quality service provision and development of information products.
- Growth team to ensure robust development of information products.
- Customer Attraction and Experience to ensure quality standards are met and safeguarding issues are dealt with appropriately.
- Officers at information services in other charities.
- Practitioners with an expertise in benefits at other organisations and services.
- Benefits advice providers.