Job Description: Eligibility Assessor (Railcard Application Processing)
1. Role Purpose
The Eligibility Assessor (Railcard Verification processor) plays a vital back-office role in evaluating national Railcard applications. Working within Salesforce CRM, this position focuses entirely on back-end document evaluation, data authentication, and eligibility verification.
There is no direct phone or public customer interaction in this role. The primary objective is to review submitted medical and entitlement evidence, such as Blue Badges, GP/medical letters, and disability benefits awards (e.g., PIP/DLA), against strict eligibility criteria, ensuring fast, accurate, and fair outcomes for all applicants.
2. Key Responsibilities
2.1 Evidence Assessment & Verification
- Thoroughly review and evaluate supporting documentation provided by applicants (including Blue Badges, medical letters, DWP benefit entitlement statements, and visual impairment certificates).
- Authenticate document validity, ensuring evidence meets defined eligibility standards and guidelines.
- Exercise high attention to detail to identify missing, unclear, expired, or invalid documentation.
2.2 Salesforce CRM Queue & Workflow Management
- Efficiently process incoming application queues within Salesforce CRM, maintaining high daily output volumes.
- Accurately update applicant records, decision flags, and record statuses within the CRM platform.
- Escalate complex, ambiguous, or borderline applications and appeals to the Subject Matter Expert (SME) in accordance with operational escalation protocols.
2.3 Data Protection & Compliance
- Strictly adhere to UK GDPR and the Data Protection Act 2018 when handling sensitive Special Category medical data.
- Ensure all applicant records and attached documentation are processed, stored, and verified in full compliance with confidentiality NDAs and company security policies.
2.4 Quality & Performance Standards
- Meet daily processing volume targets and turnaround Key Performance Indicators (KPIs) set by management.
- Participate in regular quality audits, 1-on-1 supervision check-ins, and team briefing sessions.
3. Person Specification3.1 Experience & Technical Skills
- Essential: Meticulous attention to detail and strong proofreading skills.
- Essential: Comfortable learning and navigating complex software systems, databases, or CRM platforms (experience with Salesforce CRM is advantageous but full training will be provided).
- Essential: Strong administrative/analytical experience and ability to process evidence quickly and accurately under established guidelines.
- Desirable: Basic familiarity with disability documentation (e.g., PIP awards, DLA letters, Blue Badges, consultant reports).
3.2 Key Attributes & Competencies
- Analytical Thinking: Able to compare medical/benefit documents objectively against fixed eligibility matrices.
- Focus & Consistency: High level of personal focus and concentration while undertaking repetitive digital verification tasks.
- Data Discipline: A strong commitment to confidentiality and data security protocol.
- Adaptability: Open to feedback and willing to adapt quickly to updated verification guidelines or system enhancements.
4. Working Schedule & Pattern
- Contracted Hours: 37.5 hours per week.
- Shift Pattern: 5 days scheduled between Monday and Saturday (daily operational window between 08:30 and 16:30).
Pay: £25,927.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
