OR116401 – Service Development and Policy Officer

Work Pattern: Remote, 35 hours per week

PAYE Pay Rate: £163.03 per day

Main Purpose of the Role

To support the Service Development Manager in improving the Revenue and Benefits Service through policy development, legislative guidance, staff learning, service development and operational support. The role will ensure staff understand and comply with relevant legislation, policies and procedures.

Typical Day

• Review changes to legislation, government guidance and case law.
• Develop and update Revenue & Benefits policies and guidance.
• Provide advice on Housing Benefit and Council Tax Support.
• Assess the operational impact of legislative and policy changes.
• Work with managers and key stakeholders to implement service changes.
• Identify staff learning and training needs.
• Deliver training, coaching and guidance to Revenue & Benefits staff.
• Develop and maintain training and induction materials.
• Support software/system changes and testing.
• Monitor service trends and identify opportunities for improvement.
• Lead or support service development projects.
• Prepare reports for senior management.
• Attend meetings with internal and external stakeholders.

Key Duties

• Develop policy and guidance relating to Housing Benefit, Housing Benefit Fraud and Housing Benefit Subsidy.
• Develop guidance relating to Lambeth Council Tax Support Schemes and Hardship Fund.
• Interpret legislation, government guidance, case law and Council policies.
• Help safeguard and maximise the Council’s benefit subsidy claim.
• Research and benchmark specified accommodation schemes.
• Maintain legally compliant notification letters and materials.
• Conduct learning needs analysis and competency assessments.
• Design and maintain learning materials.
• Deliver learning through classroom, e-learning, virtual learning, on-the-job training and coaching.
• Lead service development projects and drive organisational change.
• Carry out quality assurance of learning and policy implementation.
• Deputise for the Service Development Manager when required.

Essential Qualifications & Requirements

• Detailed knowledge of Revenues & Benefits.
• Extensive experience within Revenues & Benefits, preferably in a learning, training or policy role.
• Experience/knowledge of at least one Revenues & Benefits system, such as MRI Revenues & Benefits, NEC_DM, IEG4 or NEC Housing.
• Good knowledge of Windows-based IT systems, including Word and Excel.
• Excellent written and verbal communication skills.
• Strong presentation skills.
• Ability to interpret and explain complex legislation, policies and guidance to different audiences.
• Experience developing and delivering training, guidance or coaching.
• Ability to work with managers, stakeholders and external organisations.