Customer Service Caseworker

Job Title: Customer Service Caseworker

Location: Sunderland

Rate Of Pay: £15 Umbrella P/H

• Process claims for Discretionary Housing Payments (DHP) and Local Welfare Provision (LWP) applications for Crisis Support and Community Care Support.
• Comply with defined policies, DWP guidelines, and business processes when making decisions on claims for DHPs and LWPs.
• Carry out excellent case management for a caseload of new and repeat customers, including managing recall and customer support.
• Accurately record data for management information, statistical reports, and government returns.
• Maintain detailed and accurate case management files, ensuring they contain all relevant information and documentation.
• Provide outstanding customer service for enquiries and complaints within policies and procedures, offering advice and support to achieve positive outcomes for customers.
• Collaborate effectively with Housing Associations/Landlords, Benefits services, Welfare Rights services, first-tier providers, Customer Service Network, suppliers, and DWP/HMRC.

For more information please call Sam on to discuss in more detail.