Revenues and Benefits Team

Council Tax Billing Officer

This is an ideal role for those new to working in Revenues and Benefits. The key responsibility is the collection of Council Tax and the award of Council Tax Support. Once trained, our officers develop a broad knowledge of Council Tax regulations, Local Council Tax Reduction schemes and determine applications for discounts, exemptions, disregards and reductions schemes based on information provided. Setting up different payment methods, dealing with customer correspondence and enquiries in person, by email, by telephone or by letter and monitoring customer accounts is a core part of the role. Our team promote online services and support customers by offering assistance over the phone and with online forms in a polite and professional manner.

Revenues Officer

Our Revenues Officers have had a minimum of 12 months experience in Revenues or Benefits and are familiar with Council Tax regulations, Local Council Tax Reduction schemes and current ARP processes, systems and procedures. The role involves compiling and maintaining records regarding the occupation and ownership of property and ensuring that the correct information is extracted from customer letters, emails, claim forms, survey forms, service requests and external service providers. Revenues Officers determine applications for discounts, exemptions, disregards and reductions, verifying the circumstances of the applicant and setting up payment methods. You need to be able to confidently make decisions based on information available and monitor customer accounts to reduce arrears, refunds or fraudulent claims. They liaise with internal departments and external bodies such as debtors, enforcement agents, Valuation Office and the Department of Work and Pensions. A Revenues Officer will help undertake quality assurance checks to minimise error, maximise income and assist in identifying training needs within the team.

Resilience Officer

Our Resilience Officers have a strong background and knowledge in at least two disciplines within Council Tax Billing and Recovery; Housing benefits/Council Tax Support cases; Business rate cases or in a specialism such as training. With detailed knowledge and experience, Resilience Officers review and prepare cases, represent the council in court situations, review insolvency proposals, are familiar with case law, assist with benefit assessments and correspond with internal and external council related bodies. There is significant involvement in training, supporting, mentoring and coaching new and existing staff in a specific discipline and therefore excellent communication and people skills is paramount to be successful in this important role within the partnership.

Team Managers

Our Managers manage and organise the work of their teams. They are involved in having regular catch ups with team members, discussing performance, supporting their development, liaising with Training Officers and involved in recruitment of their team. Managers ensure enquires from customers are handled promptly, accurately and sympathetically within agreed targets, keeping in mind maximum collection of income. They deal with complex cases and issues and therefore need to keep their legislative knowledge up to date. Managers produce statistical data to the Operations Managers, manage projects and chair meetings.