Job Details

Grade: 7A

Hourly Rate: £18.41- £20.20

Salary: £33,600.95 - £36,867.70 per annum

Contract Duration: Permanent

Hours - 35

Role Purpose

Are you an experienced customer-focused leader who wants to make a meaningful difference to people and communities? We are looking for a Financial Support and Inclusion Team Leader to help deliver the Council’s Scottish Welfare Fund and Discretionary Housing Payment services.

This is an excellent opportunity to lead a team that provides vital assessment, advice and support to residents who may be experiencing financial pressure or need help to access discretionary funding and welfare-related assistance.

What you will do

• Lead, support and motivate a small team responsible for assessing applications for discretionary financial support, including Scottish Welfare Fund and Discretionary Housing Payments.

• Make decisions on complex cases, reconsiderations and appeals, ensuring assessments are accurate, fair and in line with relevant legislation and guidance.

• Provide mentoring, coaching and technical guidance to colleagues across the service, helping to build knowledge, confidence and consistency.

• Carry out quality assurance checks and contribute to performance improvement, service planning and the preparation of statistical information.

• Manage day-to-day line management responsibilities, including recruitment, induction, attendance, performance, learning and development.

• Respond constructively to escalated enquiries and complaints, identifying opportunities to improve the customer experience.

About you

We are looking for someone with experience in a high-volume, customer-focused environment and a strong track record of making informed decisions in an income-based assessment setting. You will bring good leadership skills, experience of managing people, and the ability to support colleagues to achieve high standards in a busy and changing service

You will be organised, confident in communicating with a wide range of people, and committed to delivering excellent customer service. Knowledge of social security benefits, relevant legislation and financial assessment processes would be particularly valuable, along with strong numeracy and good digital skills.

What we are looking for

• Experience and understanding of Welfare Benefits and Scottish Welfare Fund

• Experience of leading and managing staff, including supporting performance and development.

• Experience of working positively with the public, both face to face and by telephone.

• Strong communication, organisational and interpersonal skills.

• Excellent numeracy and accuracy when handling financial or assessment information. • Ability to work flexibly, adapt to change and support others through service, system or legislative changes.

• A genuine commitment to public service, equality, customer care and continuous improvement

Essential

At least 3 Highers including English and Mathematics or Arithmetic and 5 SCE Standard Grades at level 3 or above (or equivalent) or IRRV technician level or

An appropriate level of Customer Services, qualification or SVQ level 3 or

Higher National Certificate or Certificate in a relevant area of study or

Comparable experience and training

Informal Enquiries

Informal enquiries may be made to Scott Stewart at #####.

Scottish Borders Council is committed to improving the diversity of its workforce to better reflect the communities we serve. We welcome applications from all minority groups and individuals who identify with one or more of the protected characteristics as defined by the Equality Act 2010. In particular from candidates who assess themselves as having a disability, under the Disability Confident Employer scheme this guarantees an interview to those individuals who meet the essential criteria of the post. All appointments will be made on merit.

Scottish Borders Council is committed to providing support for Armed Forces Veterans. Showing its commitment to the Armed Forces Covenant, the Council guarantees an interview to veterans who meet the essential criteria of the post. All appointments will be made on merit.