Adecco are pleased to be recruiting for a Crisis and Resilience Fund Assessment Officer working within the South Gloucestershire Council

Hourly Rate: -13.84 per hour

Location: Bristol

Hours: 37 hours per week, Monday to Friday

Job Purpose

The Crisis and Resilience Fund (CRF) Assessment Officer is responsible for processing applications for discretionary financial support, ensuring applications are assessed fairly, consistently, and in accordance with council policy and scheme criteria.

The post holder will manage applications from receipt through to decision, maintaining accurate records and providing a clear audit trail for all actions taken. The role requires sound judgement, attention to detail, and the ability to make evidence-based decisions when assessing residents experiencing financial hardship or crisis.

In addition to CRF assessment work, the post holder will be required to provide reception cover within the One Stop Shop as needed, acting as a professional and welcoming first point of contact for customers accessing council services.

Key Responsibilities

Crisis and Resilience Fund Administration and Assessment

• Monitor the OSS inbox and process incoming applications, correspondence, and supporting evidence.
• Attach emails, documents, and evidence to the appropriate customer records and applications.
• Assess applications against the Crisis and Resilience Fund criteria to determine eligibility.
• Identify genuine financial crises and exceptional hardship situations using available evidence and professional judgement.
• Request further information or evidence where necessary to support the assessment process.
• Make recommendations and decisions in line with council policies, procedures, and guidance.
• Maintain detailed and accurate case notes, ensuring all decisions are fully documented and supported by evidence.
• Update application records and workflow stages throughout the assessment process.
• Ensure all applications are processed within agreed service standards and timescales.
• Escalate complex or high-risk cases where appropriate.
• Contribute to the effective and consistent use of public funds through robust and accountable decision-making.

Record Management

• Maintain accurate records using the council''s customer record management systems.
• Ensure all customer contacts, actions, evidence, and decisions are recorded promptly and accurately.
• Create and maintain a clear audit trail for all applications.
• Comply with GDPR, data protection requirements, and information governance standards.

Reception Duties

When required, provide reception cover within the One Stop Shop by:

• Greeting customers and visitors in a professional, friendly, and welcoming manner.
• Managing customer arrivals and issuing queue tickets where appropriate.
• Answering general enquiries and signposting customers to relevant council services.
• Supporting customers attending appointments and directing them to the appropriate service area.
• Managing arrivals for Registration Services appointments and notifying registrars of customer attendance.
• Assisting with the administration and coordination of room bookings and appointments.
• Managing visitor flow and ensuring an efficient customer experience.
• Maintaining a tidy, professional, and secure reception environment.
• Escalating complex enquiries to the appropriate service or officer where necessary.

Person Specification

Essential Skills and Experience

• Experience of working in an administrative, assessment, or customer service environment.
• Strong organisational skills and the ability to manage competing priorities.
• Excellent attention to detail and accuracy.
• Ability to analyse information and make reasoned, evidence-based decisions.
• Experience of maintaining accurate records and case notes.
• Good written and verbal communication skills.
• Ability to work independently and manage workload effectively.
• Competent in the use of Microsoft Office and case management systems.
• Ability to handle sensitive and confidential information appropriately.

Desirable Skills and Experience

• Experience of assessing applications, claims, or discretionary support schemes.
• Experience working with residents experiencing financial hardship or vulnerability.
• Knowledge of local authority services and welfare support schemes.
• Experience using customer relationship management or case management systems.

Key Behaviours

The successful candidate will demonstrate:

• Fairness and objectivity when assessing applications.
• Professionalism and integrity.
• Commitment to excellent customer service.
• Strong attention to detail.
• Accountability for decisions and actions.
• Empathy and understanding when dealing with customers experiencing difficult circumstances.
• A collaborative approach to working with colleagues across the council.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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