Information officer - benefits person specification

Job title: Information officer - benefits

Reports to: Content experience manager

Department: Customer strategy and experience

Team: Delivery

Location: Leeds

Grade: E

Salary: £28,000 to £30,000 per year

Direct reports: None

Budget/Resource responsibility: None

Job description

Qualifications, knowledge and experience

Essential

  • Good, up to date knowledge of welfare benefits and the welfare rights of disabled people.
  • Understanding of the importance and application of Plain English.

Desirable

  • Lived experience of disability.
  • Demonstrable understanding of the social model of disability.

Skills and competencies 

Essential

  • Demonstrable understanding of the social model of disability and clarity about the contribution of information and advice to achieving social change.
  • Ability to communicate with a wide range of customers with an understanding of different needs and ability to respond to these.
  • Effective interpersonal skills and a positive and collaborative approach to work.
  • Ability to be flexible, respond positively to change, and work effectively under pressure and deal with conflicting priorities.
  • Excellent written and verbal communication skills in order to be able to communicate with stakeholders in a clear, meaningful and effective way.
  • Excellent IT skills particularly Microsoft Office and experience of using databases.
  • Knowledge of current issues that affect disabled people and those around them, specifically welfare rights, benefits and financial issues.
  • At least two years’ experience working in a customer focused environment, preferably as a practitioner providing information, advice and support to people needing benefits.
  • Experience of researching, writing and producing information materials to suit the needs of the target audience, specifically around benefits.
  • Ability to work as part of high performing team in a busy, at times pressurised environment.
  • Ability to organise workload, prioritise effectively and use own initiative.
  • Excellent written English, spelling and grammar.
  • Methodical, with excellent attention to detail.
  • Highly computer literate.

Desirable

  • Experience of using social networking platforms to respond to customer enquiries and provide information.

Scope behaviours

  • Supporting Scope: Ensures they have a thorough understanding of Scope’s strategic direction and how they contribute to it.
  • Taking responsibility: Takes responsibility for team (where relevant) maintains a ‘no blame culture’ while ensuring people are accountable and can learn from their mistakes.
  • Solving problems: Gathers all the facts and considers all the options before making a decision.
  • Valuing customers: Values and encourages customer feedback and collates/captures customer compliments and complaints, analysing the feedback and acting accordingly.
  • Working as part of a team: Building and maintaining performance of self and others by coaching and mentoring.
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