Johanna Aston
Spennymoor,Durham
Summary
Innovative Senior Officer known for driving operational improvements and fostering team collaboration. Delivered key projects that enhanced departmental efficiency and led strategic initiatives, resulting in improved performance and morale. Recognised for proactive problem-solving and leadership in complex environments.
An excellent team worker and able to take instructions from all levels and build up good working relationships with all colleagues. I am flexible, reliable and possess excellent time keeping skills. I am an enthusiastic, self-motivated, reliable, responsible and hard working person.
Overview
35
35
years of professional experience
19
19
years of post-secondary education
Work History
Senior Officer (Assessment & Awards)
Durham County Council
Spennymoor, Durham
01.2021 - Current
- Management role, dealing with Attendance Management, Individual performance, coaching and mentoring, conducting regular Performance Development Reviews and providing support with technical and complex queries for 9 plus team members.
- Producing and analysing reports, dealing with housing benefit subsidy and overpayments, complaints, MP and councillor enquiries.
- Chairing and minute taking of various meetings,
- Assisting with system issues.
- Allocate and monitor daily assessment workload.
- Assist in take up campaigns and cross service campaigns.
- Regular use of Excel spreadsheets
- Review and update procedures, processes and benefit forms.
- Deliver benefit related training in specialist areas e.g. self employed and students.
- Analyse quality check feedback and devise individual support plans.
- Regularly partake in courses for own personal development.
- Work closely with Welfare Rights and Customer service teams.
QA, Subsidy, Appeals & Training officer
Durham County Council
Spennymoor, Durham
09.2012 - 12.2020
- Analysed training requirements at individual, team and organisational level.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Evaluated feedback from trainees to design comprehensive future training and outreach activities.
- Engaged and motivated participants through strong communication and relationship building.
- Performed quality and high value payment checks on housing benefits and council tax reduction assessment work , provided feedback and completed analysis on errors.
- Reviewed benefit reconsiderations and made recommendations for reassessment.
Benefits Officer
Durham County Council
Spennymoor, Durham
12.2011 - 08.2012
- Maintained client records with strict attention to data security protocols.
- Calculated benefit amounts and identified appropriate services according to applicant data.
- Interviewed benefit recipients to verify eligibility for continuing benefits or services.
- Drafted appropriate paperwork related to termination of benefits and fraud.
Benefits Welfare Officer
Durham County Council
Spennymoor, Durham
04.2008 - 11.2011
- Visited vulnerable customers to assist with applications for direct payments of housing benefit to landlords.
- Assisted customers with rent arrears with budgeting and income maximisation.
- Signposted customers to other services including social care direct, addiction specialists and other support services.
- Established and maintained working relationships with customers based on trust and non-judgement.
- Liaised with external and internal professionals to provide holistic support.
- Listened to customers' current struggles to signpost relevant support.
- Assisted service users to obtain and access community resources.
- Assessed, administered and managed budgets for Discretionary Housing Payments.
Senior Benefit Assessor
Sedgefield Borough Council
Spennymoor, Durham
09.2001 - 03.2008
- Managed day to day workload for a team of 11 Benefit Assessors
- Produced reports and performance information for management
- Replied to benefit re-considerations and complaints.
Benefits officer
Sedgefield Borough Council
Spennymoor, Durham
01.2001 - 08.2001
- Evaluated housing and council tax benefit applications to determine eligibility.
- Interviewed benefit recipients to verify eligibility for continuing benefits or services.
- Completed benefit applications forms with customers and other forms as required
- Maintained customer records with strict attention to data security protocols.
Visiting Officer
Sedgefield Borough Council
Spennymoor, Durham
10.1999 - 12.2000
- Visited benefit applicants in their homes and at customer access points to complete housing and council tax benefit applications, verify income and capital and important documents for identification.
- Maintained strict confidentiality through careful and correct storage of case documents, in line with internal policies.
- Attended public speaking events to deliver presentations.
Benefits Assistant
Sedgefield Borough Council
Spennymoor, Durham
10.1989 - 09.1999
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
NVQ Level 4 - Welfare Benefits, Local Taxation & Benefits Admin, Council Tax and Non Domestic Rating Law
Institute of Revenues, Rating and Valuation
Durham 10.2012 - 09.2014
National Certificate - Business & Finance
BTEC
Bishop Auckland, Durham 10.1989 - 05.1991
GCSEs - English
GCSE
England 09.1987 - 06.1989
GCSEs - Mathematics
GCSE
England 09.1987 - 05.1989
GCSEs - French
GCSE
England 09.1987 - 05.1989
GCSEs - Geography
GCSE
England 09.1987 - 05.1989
GCSEs - Home Economics
GCSE
England 05.1987 - 09.1989
GCSEs - Chemistry
GCSE
England 05.1987 - 09.1989
GCSEs - English Literature
GCSE
England 09.1987 - 09.1989
GCSEs - German
GCSE
England 05.1987 - 09.1989
Skills
- Vast knowledge and understanding of welfare benefits
- Ability to work on own or as part of a team, and in partnership with other services/officers
- Excellent organisational skills, ability to produce quality work and to tight deadlines
- Excellent interpersonal skills , ability to work well with others, communicating information confidently with people at all levels
- Ability to deal with vulnerable applicants
- Ability to deal with difficult situations positively with tact and diplomacy
- Motivated and positive person, able to take ownership and responsibility
- Good IT literacy skills and highly numerate
- Wide experience with different computer systems and software
- Value cultural differences and inclusiveness
References
References available upon request.
Timeline
Senior Officer (Assessment & Awards)
Durham County Council
01.2021 - Current
NVQ Level 4 - Welfare Benefits, Local Taxation & Benefits Admin, Council Tax and Non Domestic Rating Law
Institute of Revenues, Rating and Valuation
10.2012 - 09.2014
QA, Subsidy, Appeals & Training officer
Durham County Council
09.2012 - 12.2020
Benefits Officer
Durham County Council
12.2011 - 08.2012
Benefits Welfare Officer
Durham County Council
04.2008 - 11.2011
Senior Benefit Assessor
Sedgefield Borough Council
09.2001 - 03.2008
Benefits officer
Sedgefield Borough Council
01.2001 - 08.2001
Visiting Officer
Sedgefield Borough Council
10.1999 - 12.2000
Benefits Assistant
Sedgefield Borough Council
10.1989 - 09.1999
National Certificate - Business & Finance
BTEC
10.1989 - 05.1991
GCSEs - English
GCSE
09.1987 - 06.1989
GCSEs - Mathematics
GCSE
09.1987 - 05.1989
GCSEs - French
GCSE
09.1987 - 05.1989
GCSEs - Geography
GCSE
09.1987 - 05.1989
GCSEs - English Literature
GCSE
09.1987 - 09.1989
GCSEs - Home Economics
GCSE
05.1987 - 09.1989
GCSEs - Chemistry
GCSE
05.1987 - 09.1989
GCSEs - German
GCSE
05.1987 - 09.1989
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