3 months contract with a Local Authority
Job Title: Customer Finance Assistant
Job Purpose
The Customer Finance Officer is responsible for providing high-quality administrative and financial support to the Adult Social Care Customer Finance Team. The post holder will manage customer enquiries relating to care charges, invoices, homecare and residential services, ensuring that service users, families, providers, and internal colleagues receive timely and accurate information.
The role involves handling telephone and email enquiries, processing financial adjustments, maintaining accurate records and databases, supporting billing processes, and assisting service users in understanding Adult Social Care charging arrangements. The post holder will work as part of a busy finance team to ensure efficient and customer-focused service delivery.
Key Responsibilities
Customer Service and Enquiries
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Manage and respond to incoming email enquiries received through Customer Finance generic mailboxes.
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Answer incoming telephone calls relating to Adult Social Care invoices, care charges, homecare, and residential care queries.
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Provide clear, accurate, and professional advice regarding customer finance matters.
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Assist service users, families, carers, and representatives in understanding charging policies and procedures.
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Escalate complex queries to the appropriate team or manager where necessary.
Financial Administration
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Calculate invoices, credits, adjustments, and financial amendments within the relevant financial systems.
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Process adjustments for care services not delivered and ensure billing records are accurate.
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Complete and maintain care registers to support accurate customer invoicing.
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Monitor financial transactions and identify discrepancies for investigation.
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Ensure financial records are maintained accurately and updated promptly.
Database and Records Management
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Assist in maintaining, updating, and monitoring databases and electronic records relating to customer accounts and service provision.
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Ensure all information is recorded accurately and complies with data protection and confidentiality requirements.
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Maintain audit trails and supporting documentation for financial transactions.
Liaison and Partnership Working
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Liaise with colleagues across Adult Social Care, service providers, and other departments to resolve customer queries efficiently.
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Work closely with finance colleagues to ensure timely processing of billing and financial adjustments.
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Support effective communication between operational teams and the Customer Finance Team.
Administrative Support
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Provide general administrative support to the Customer Finance Team.
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Act as an administrative point of contact for customer finance enquiries.
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Assist with document management, filing, correspondence, and data entry tasks.
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Support team projects and service improvement initiatives as required.
Compliance and Quality
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Ensure compliance with organisational policies, financial procedures, and data protection regulations.
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Maintain confidentiality of sensitive financial and personal information.
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Contribute to delivering high levels of customer service and continuous improvement.
General Duties
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Participate in team meetings, training sessions, and development activities.
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Work collaboratively within a team environment to meet service objectives.
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Undertake any other duties appropriate to the level of the post.
Essential Qualifications
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Educated to GCSE level (or equivalent), including English and Mathematics.
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NVQ Level 2 or equivalent qualification in Business Administration, Customer Service, Finance, or a related field (desirable).
Essential Experience
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Experience of working in an administrative, customer service, finance, or office-based environment.
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Experience handling high volumes of telephone and email enquiries.
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Experience maintaining accurate records and databases.
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Experience working with financial information, invoices, billing processes, or payment enquiries.
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Experience providing support to customers and resolving enquiries effectively.
Essential Skills and Knowledge
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Excellent verbal and written communication skills.
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Strong customer service and interpersonal skills.
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Good numerical skills with the ability to calculate invoices and adjustments accurately.
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Ability to manage a busy workload and prioritise tasks effectively.
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Strong attention to detail and accuracy.
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Good organisational and administrative skills.
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Ability to work independently and as part of a large team.
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Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
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Ability to learn and use financial and case management systems.
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Understanding of confidentiality, GDPR, and data protection requirements.
Desirable Experience
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Experience working within Adult Social Care, Local Government, Health Services, or a Customer Finance environment.
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Familiarity with social care charging policies and billing processes.
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Experience processing financial adjustments and maintaining financial records.
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Experience working with care providers, service users, or vulnerable adults.
Personal Attributes
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Professional and customer-focused approach.
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Reliable, adaptable, and able to work under pressure.
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Positive team player with a proactive attitude.
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Ability to build effective working relationships with colleagues and stakeholders.
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Commitment to delivering accurate, high-quality work and excellent customer service.
Key Outcomes
The successful post holder will:
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Ensure customer finance enquiries are managed efficiently and professionally.
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Support the delivery of accurate Adult Social Care billing and charging processes.
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Maintain accurate financial records and databases.
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Provide excellent administrative and customer service support.
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Contribute to the smooth operation of the Customer Finance Team and positive outcomes for service users.
Copilot said:
Additional Information
Rate: £16.43 per hour (Limited/Umbrella)
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Location: Civic Offices, New Road, Grays, Essex, RM17 6SL
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Hours: 37 hours per week
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Work Pattern: Hybrid working – 2 days per week in the office. During the training period, attendance in the office is required 5 days per week.
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Experience in customer service, administration, or finance is desirable.
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Strong communication, IT, and organisational skills are essential.
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Knowledge of Adult Social Care charging processes is desirable but not essential as training will be provided.
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Payment Schedule: Bi-weekly
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Start Date: Immediate start available
