JOB SUMMARY

Please refer to job description.

JOB DESCRIPTION

Role: Administrative Officer (Supervision Billing Team)
Business: Office of Public Guardian (OPG)
Location: Birmingham or Nottingham
Grade: AO
Salary: £24,202 per annum
Contract Type: Permanent
Minimum Hours: 22.12 hours (see JD for further details)

ESSENTIAL SKILLS

• Experience or knowledge of finance or debt recovery (Lead Criteria at Sift)
• Good written & telephony skills essential to the role, including the ability to adapt these skills to best suit the person you are communicating with.
• Experience of using financial data to make informed decisions.
• Flexible approach with the ability to manage and prioritise your own workload to meet objectives.
• Ability to work as part of a team and using your own initiative.
• Experience in using Microsoft Office Programs.

DESIRABLE SKILLS

• Ability to adapt to change

PERSON SPECIFICATION

Please refer to job description.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

DUTIES AND RESPONSIBILITIES

• Managing and prioritising your workload, making the best use of available time and resources when dealing with customer enquiries received by telephone, email and postal correspondence.
• Progressing, analysing and resolving customer account queries in writing and over the phone
• Progressing, analysing and awarding applications for fee reductions
• Progressing individual debt chase activity on cases to recover outstanding supervision fees owed to OPG.
• Processing customer account transactions such as Credits, Write-offs, Refunds and Debit Memo’s to maintain customer records.
• Processing customer Direct Debit mandates within agreed SLA’s ensuring advanced notices and Direct Debit queries are issued and resolved prior to collections.
• Effectively chasing and monitoring terminated cases where proof of death or sufficient evidence is required to ensure the accurate billing and closure of client accounts.
• Inputting information and updating our case management system accordingly.
• Providing a telephony payment service to our customers.
• Analysing data and information from deputies’ accounts to make informed decisions whether to escalate findings to a manager.
• Attend and contribute to team meetings.
• Regularly make and answer telephone calls with external customers whilst maintaining confidentiality.
• Maintain quality of work to appropriate standard.
• Work within the team to support and contribute to the aims, objectives and performance of the OPG.
• Manage the safe and secure receipt of customer information in line with OPG policy.
• Learn and apply Continuous Improvement (CI) techniques.
• Review your performance with your line manager to assess your strengths and areas for development. Seek opportunities for developmental training or feedback and act upon it.
• Communicate with your colleagues to ensure that work is managed well and to foster good working relationships within your team and wider Supervision teams.