Make A Difference In Customer Services
Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here.
The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us.
An ideal opportunity has arisen for two officers within Brent Customer Services to support the processing of applications for the Welfare and Concessionary Travel Team. The role includes assessing applications for Blue Badge, Freedom Pass, Taxi-card, Community Car Scheme and Registration of Disability, working with Senior Assessment Officers and reporting directly to the Team Leader.
The purpose of the role is to assist in the operational delivery of processing applications and responding to outside queries generated through various contact channels, including online, email, telephone, and face to face. This involves a high degree integrity and knowledge of medical conditions related to restricted mobility and adhering to the team’s policy alongside guidelines provided by the Department for Transport. It also includes and is not limited to the responsibility of understanding information generated through post, email and working independently resolving queries over the telephone, however the role is not limited to these duties alone.
A strong focus will be around making decisions of eligibility of Concessionary Travel applications and Local Welfare Applications and assessing the supporting evidence submitted to make a decision whether an award should be made. The role includes ascertaining detailed sensitive medical information and determining the mobility needs of clients and process these in a timely manner
The successful candidate must demonstrate excellent communication skills and experience of working with a range of stakeholders, especially with vulnerable groups within Brent Council.
The suitable candidate should be able to demonstrate a high standard of customer care service, organisations skills, flexibility, contribute ideas and taking take ownership of given tasks.
The prioritisation and management of work will be an essential aspect of this role and you will therefore need to be able to demonstrate experience of achieving this independently.
This role will provide an opportunity for working within a team environment, to learn about the key aspects of the services and functions and to contribute to the effective delivery of activities and overall project within specified timescales and meet deadlines.
This is a challenging and rewarding role for an individual who can demonstrate all the above attributes, and deliver a highly professional yet empathic service to Brent’s diverse residents.
Closing Date: 18 April 2019 (23:00)
Assessment & Interview Date: 18 April 2019
Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community.
Applications are particularly welcome from people with disabilities and LGBT (lesbian, gay, bi-sexual and transgender) applicants as they are under-represented across the council.
All organisations and individuals who work with children and young people, or are involved in providing services for them have a duty to safeguard and promote their welfare.
We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment.
Before you join Brent Council, you will need to provide your National Insurance (NI) number and undergo a Home Office Standard I.D. check.
Please note CVs will not be considered as part of your application for this position.