Information officer - benefits person specification
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
Qualifications, knowledge and experience
- Good, up to date knowledge of welfare benefits and the welfare rights of disabled people.
- Understanding of the importance and application of Plain English.
- Lived experience of disability.
- Demonstrable understanding of the social model of disability.
Skills and competencies
- 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.
- Experience of using social networking platforms to respond to customer enquiries and provide information.
- 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.