Technical Expert – Grade E

Job Description

Job Category :Financial
Location : Ballard House, West Hoe Road, Plymouth City Council
Hours Per Week : 14.80
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £13.41

Key Activities:
To maintain an in depth technical working knowledge of all relevant legislation, policies and procedures for the service. (5%)
 To provide a high quality service to customers providing accurate and comprehensive advice to resolve enquiries at the first point of contact. This may involve interviewing customers in person or by telephone, or undertaking calculations in respect of individual circumstances. Responsibility for recommending decisions that could have far reaching consequences for the Customer. (5%)
 To understand customer requirements and demonstrate the ability to work towards resolving their needs and developing solutions. (5%)
 To keep a full understanding of the relevant systems and procedures. (5%)
 Provide clear and accurate advice, guidance and decisions, with explanations,
to customers and other agencies in complex cases. (20%)
 To regularly update and maintain all relevant systems including client
Role measures
 Accuracy of work (quality).
 Work rate (productivity).
 Process turnaround time.
 Customer feedback/satisfaction.  Performance standards achieved

Key activities
Technical Expert Grade E
N801
Team Leader
Office based hot-desk/touch down worker Semi Professional

records, keeping accurate details of all transactions and the outcomes in
accordance with the Data Protection Act. (5%)
 Responsible for maintaining up to date knowledge of the latest policy,
statutory rules and regulations for service delivery. Ensure that Service and
Strategic Managers are kept appraised of developments. (5%)
 Responsible for dealing with escalated queries and supporting/ helping
colleagues with complex queries, providing expert guidance and advice to
enable the resolution of customer issues first time, every time. (20%)
 Coach and mentor Senior Customer Advisors and Customer Advisors on
issues of policy, rules and regulations. (5%)
 Manage the resolution, impact and learnings from complaints that result
from technical errors. (5%)
 Proactively provide suggestions and guidance for Team Leaders and Service
Managers on how to continuously improve the service in terms of efficiency,
customer satisfaction and best practice. (10%)
 Recognise relevant links and develop effective relationships with internal and
external stakeholders. (5%)
 Able to undertake all of the required responsibilities of Senior Customer
Advisors and Customer Advisors. (5%)
 Undertake other duties appropriate to the grade of the post.

Essential qualifications/ knowledge

Evidence of continuous professional development
 2 GCSEs (Grade A-C) or equivalent in English and Mathematics, or
equivalent work experience
 A willingness to undertake appropriate and regular training as required
 Knowledge of effective recovery techniques
 Understanding of the service delivery environment

A qualification relevant to the service e.g. NVQ2

Proven knowledge and experience of relevant legislation and policy with the ability to interpret and apply complex legislation to specific client issues
 Demonstrable experience of giving professional information and advice using telephone, written and personal interview techniques
 Demonstrable experience working in a customer environment handling customer enquiry by telephone and in person delivering high quality services
 Competent user of ICT including Microsoft Office, (Word, Excel, Access and Outlook) or equivalent
 Knowledge, awareness and experience in the appropriate application of the Data Protection/confidentiality, Financial Regulations, Freedom of Information and Equalities legislation
 Visiting Element: access to a vehicle for work purposes
 Experience of achieving organisational performance standards
 Experience of delivering measurable improvements to services leading to increased customer satisfaction
 Experience of effectively coaching and mentoring colleagues

In this role we undertake financial assessments for Adult Social Care and Children Services. For ASC we calculate a client’s contributions to their care either residential or non residential care. For Children’s Services we calculate entitlement to allowances either Special Guardian Allowances or Adoption Allowances