5309915 – Business Rates Officer

Job Details

Work Pattern: 20 hours per week, Remote

PAYE Pay Rate: £15.31 per hour

Main Purpose of the Role

To administer and manage the collection of Business Rates across Sunderland, ensuring businesses are correctly charged and eligible for relevant reliefs and exemptions. The role involves managing customer enquiries, updating records, negotiating payment arrangements and recovering outstanding debts through the statutory recovery process.

You will also support the administration and collection of the Sunderland and Seaburn Business Improvement District (BID) Levies.

Typical Day Overview

  • Updating Business Rates records when businesses move into, out of or within Sunderland.

  • Responding to enquiries from businesses and sole traders regarding Business Rates liability.

  • Assessing applications for Business Rates reliefs and exemptions.

  • Investigating outstanding payments and tracing businesses or individuals who have failed to pay.

  • Negotiating affordable repayment plans with customers who are in arrears.

  • Processing reminders, final notices, summons and other recovery action.

  • Liaising with the Valuation Office Agency regarding property changes and valuations.

  • Processing refunds and maintaining accurate customer records.

  • Supporting vulnerable customers by signposting them to appropriate financial support.

  • Working with other council departments to improve collection rates and resolve cases.

Key Skills & Responsibilities

Business Rates Administration

  • Experience administering Business Rates, updating accounts and determining liability.

  • Understanding of reliefs, exemptions and non-domestic property records.

  • Ability to interpret relevant legislation and council procedures.

Debt Recovery & Negotiation

  • Experience managing outstanding debts and arrears.

  • Confident negotiating payment arrangements with customers.

  • Understanding of recovery processes, including reminders, summons and court action.

Customer Service & Communication

  • Excellent telephone, written and interpersonal communication skills.

  • Ability to deal with difficult, challenging or sometimes aggressive customers.

  • Ability to handle disputed cases professionally and find appropriate resolutions.

Systems & IT

  • Confident using Microsoft Office and computer systems.

  • Experience using Civica OpenRevenues and Civica D360.

  • Ability to maintain accurate records and use data to support decisions.

Teamwork & Organisation

  • Ability to manage competing priorities and meet tight deadlines.

  • Flexible approach and ability to adapt to changing workloads.

  • Ability to work collaboratively with council departments and external organisations.

Essential Requirements / Qualifications

Essential experience:

  • Experience working in a busy, customer-facing environment.

  • Experience handling customer disputes and complex enquiries.

  • Experience managing competing workloads and working to deadlines.

  • Experience dealing with debt recovery, arrears or revenue collection would be beneficial.

Essential skills and knowledge:

  • Extensive experience using Civica OpenRevenues and Civica D360.

  • Good IT skills, including Microsoft Office.

  • Excellent communication, negotiation and customer service skills.

  • Ability to interpret legislation, policies and procedures.

  • Knowledge of Business Rates legislation and the Non-Domestic Rating (Collection and Enforcement) Regulations 1989.

  • Ability to work independently and as part of a team.