Maxine Carrigan

• Subsidy control, regular monitoring of correct classification of Housing benefit expenditure equating to thousands of pounds per year, completion of all required subsidy returns to Department of Works and Pensions to reclaim monies accurately
• Collaborative work with internal and external auditors on Housing Benefit Assurance Process to ensure correct classification of expenditure and reclaim as above, having achieved last five years of successful claims
• Providing training to officers on financial impact of subsidy and claim accuracy, mitigating risks of error
• Streamlined benefits operations by implementing digital communication method to increase overpayment recovery
• Keeping up to date with changes to benefits legislation , interpreting and communicating the relevant changes down to the team, assisting with appropriate changes to procedures for assessing claims accordingly
• Providing advise and support to Managers, Benefit Team Leaders and Assessment team on complex cases
• Liaising with Supported Accommodation Providers and Housing Associations to ensure rent details are obtained fully to make sound decisions on a correct level of Housing benefit to pay
• Collaborative working with Housing teams i.e. Options, Income, Allocations to ensure mutual customers receive correct benefit and additional financial support and signposting
• Leading on website improvements for the Revenues and Benefits Service , maintaining relevant information and updates for residents and signposting
• Implementing and administering any new government initiatives, i.e Household Support Fund , Homes for Ukraine Payments and Crisis and Resilience Fund (TBC). Communicating the detail and impact of this to senior managers, team, stakeholders and residents
• Utilizing and maximizing existing software to improve on processes’ and help the Service become more streamlined and efficient. Leading and negotiating with suppliers on enhancements and costs.
• Liaise with external stakeholders e.g. Wealden Citizens Advice on referral process, joint working projects and regular meetings to improve service delivery for mutual customers
• Test enhancements to system software, implement new processes' and provide the necessary tools to the team for efficiency in processing and customer service.
• Oversee the security of DWP systems used within the Service, ensuring compliance with GDPR and Data Protection policies.
• Write Service policies and recommendation reports where required.

• Provide leadership and direction for 20+ staff, supervising activities driving productivity and efficiency within the Service. Coach team members through new or difficult workflows, supporting to overcome challenges by forecasting knowledge and skills gaps.
• Foster positive employee relationships through communication, training and coaching, adapting these to specific roles. Mediate team decision making and problem solving through group discussions
• Lead performance reviews/appraisals and tailor employee feedback to facilitate professional development. Resolve employee relations issues and navigate required disciplinary proceedings.
• Recruitment and selection where required
• Upskill team members by identifying need, planning and organizing training/workshops, e.g. Mental Health Awareness
• Report on team performance to higher leadership, proactively offering action for areas of improvement and progression.
• Representative at the Council's Learning and Development Group for the Revenues and Benefits Service, member of Workplace Health Group
• Joint coordinator of the Council's Menopause Matters Group for Council staff
• Representative at East Sussex County Council's Financial Inclusion and also Cost of Living groups
• Monitor Service subsidy expenditure and complete Government returns as required, maximize the amount of money for reclaim.
• Liaise and assist external auditors with investigative work on submitted subsidy claims, challenging where required.
• Liaise and assist internal auditors and finance officers with investigative work
• Test enhancements to system software, implement new processes' and provide the necessary tools to the team for efficiency in processing and customer service.
• Oversee the security of DWP systems used within the Service, ensuring compliance with GDPR and Data Protection policies.
• Write Service policies and recommendation reports where required.
• Work on Government initiatives for payments and reconciliation, for example Homes for Ukraine, Household Support Fund.
• Key role in the Council's Cost of Living Support Group due to sole Benefits Outreach initiative, identifying ways to best support residents in financial crisis.
• Organize and run Benefit Outreach events within the District, assisting customers with a wide range of benefits advice, making assisted claims , providing signposting to other local support services.
• Run campaigns from data for welfare take up.

• Maintained strict confidentiality through careful and correct storage of all customer documents, in line with internal policies and GDPR.
• Processed claims for Housing benefit and Council tax benefit/reduction in a timely manner and to high standard of accuracy, adhering to Service objectives and government legislation.
• Make discretionary decisions on backdate requests
• Proactively engage within team meetings to ensure issues were resolved and improve practices' to progress as efficient and effective Service.
• Train new members of staff on software, legislation and processes' and procedures.

• Filing customer records in manual way, obtaining files requested by Assessment Officers
• Look up existing customer records to ensure continuity of claim payments, and set up new customer records on application
• Scan and manually index customer records accurately
• Carry out counter rotas at reception to answer/take queries for Benefits from customer's face to face
• Answer phone calls from customer's to help resolve queries

• Supported teams by demonstrating willingness and flexibility to help where required.
• General admin duties such as filing, answering phone calls from customers

English Language Centre - Eastbourne - admin clerk

Citroen Garage - Westham (no longer there) -reception

Wealden District Council - Hailsham - admin clerk

• Shadowed and assisted senior hairdressers with lightening and colour techniques, hair cuts and styling.
• Prepared and mixed colour formulas for clients' hair.
• Processed payments and provided receipts and appointment reminder cards for upcoming bookings.
• Shampooed and conditioned clients' hair to prepare for scheduled services.
• Studied one day a week at ECAT for hairdressing NVQ
• Replenished salon retail products and identified items to be reordered.
• Cleaned and maintained stylist tools and equipment to highest sanitary standards.
• Monitored and managed reception area, greeting clients and managing stylist flow to reduce wait times.
• Performed basic cuts and special-event styling services under hairdresser supervision.