Job Details
ROLE DESCRIPTION
The aim of the council tax service is to deliver a customer focussed, efficient and professional service responsive to the needs of its residents. – This is a REMOTE working position.
The council tax service is responsible for the billing and recovery of council tax.
As a Billing and Admin officer you will be expected to deal with all aspects of council tax billing and collection from obtaining correct information regarding liability, dealing with routine enquiries to very complex ones, you will be expected to interrogate and update systems, to explain any changes made with clarity and confidence to residents by e-mail, by letter or over the phone.
The post holder will be expected to maintain and have an up-to-date knowledge of council tax legislation.
ROLE DUTIES
You will need to:
• Maintain and assist in the development and maintenance of an excellent quality service to the public for council tax, keeping up to date and accurate council tax records, identifying necessary changes to accounts and ensuring they are updated correctly, calculating revised charges, and updating computer records as necessary.
• To effectively answer and resolve all complex enquiries received, utilising all associated information available.
• To ensure all necessary action is taken to assess council tax allowances, exemptions, discounts, and other relief in accordance with procedures and legislation.
• To have an expert working knowledge of council tax and the ability to give this advice to the resident in a clear, concise manner.
• To deal with complex queries by email, telephone, and letter.
• To administer and process all high-level queries and to prioritise complaints that haven’t been logged into our complaint system.
• To calculate, prepare and check documents for high level refunds of council tax overpayments.
• To advise and refer residents and to identify vulnerable customers, ensure they are signposted to the appropriate links regarding entitlements to relief and other assistance.
• To input to and understand all computer systems used for example, Academy and Enterprise.
• To promote our on-line services in line with our Residents Access programme and encourage and help residents to use those services.
• To attend and contribute to regular section meetings.
• To share and impart knowledge to other members of the team and to share best practice.
• The ability to process e-mails quickly and correctly in accordance with legislative requirements, to meet targets and specified performance deadlines and maintain any statistics and records needed to enable workloads and targets to be monitored.
• To prepare and recommend appropriate cases for write-offs, in line with procedures.
• To have excellent letter/e-mail writing skills when responding to residents, demonstrating simple, plain language that residents understand. All areas in the letter/e-mails should be fully dealt with to avoid further contact.
Umbrella Rate – £25.01
