Job Details

Business Rates Administrator

Main Purpose of the Role

To provide an efficient, accurate and customer-focused Business Rates administration service, ensuring that changes to business rate accounts are processed promptly and in accordance with relevant legislation, council policies and procedures.

The postholder will be responsible for processing Business Rates transactions and maintaining accurate customer and property records using NEC Revenues & Benefits Live (RBLive) and the council’s document management system, Information@work (Image).

The role requires a good working knowledge of Business Rates legislation and administration, including changes of occupation, billing, collection and recovery, exemptions, discounts, reliefs and rateable value changes.

The successful candidate will work as part of a multi-skilled Revenues and Customer Services team, delivering accurate advice and excellent customer service while ensuring cases are dealt with efficiently and within agreed timescales.

Key Responsibilities

Business Rates Administration

• Process Business Rates changes accurately and efficiently using NEC RBLive and Information@work (Image).
• Process changes relating to businesses moving into and out of premises, ensuring liability dates and account details are correct.
• Set up and amend Business Rates accounts and maintain accurate property, liable party and billing information.
• Process bills, adjustments, transfers and other account amendments in accordance with council procedures.
• Apply relevant exemptions, discounts, reliefs and reductions where appropriate.
• Process changes to rateable values and ensure accounts are updated accordingly.
• Review information and supporting documentation held within the document management system and take appropriate action on Business Rates accounts.
• Process payments, credits, refunds and other account transactions where required.
• Support the collection and recovery of Business Rates debt, including appropriate action on outstanding accounts.
• Identify discrepancies, investigate account queries and make corrections where necessary.
• Ensure all account records and customer information are accurate, complete and up to date.

Legislation, Policy and Compliance

• Apply an appropriate working knowledge of Business Rates legislation, regulations and council policies.
• Ensure decisions and account amendments are supported by appropriate evidence and documentation.
• Apply exemptions, discounts, reliefs and other statutory provisions accurately.
• Maintain confidentiality and comply with Data Protection, information security and council policies.
• Ensure all transactions and decisions are properly recorded to provide a clear audit trail.

Customer Service

• Respond professionally and effectively to Business Rates enquiries from customers, businesses, agents and other stakeholders.
• Provide clear and accurate information regarding Business Rates liability, billing, payments, recovery and account changes.
• Resolve enquiries at the first point of contact wherever possible.
• Explain processes and requirements clearly and support customers to use appropriate digital/self-service channels.
• Identify more complex cases and refer or escalate them appropriately to specialist teams.
• Maintain a high standard of customer service while working to agreed performance and quality standards.

Systems and Administration

• Accurately access and update information across relevant council systems.
• Use NEC RBLive confidently to process Business Rates transactions and maintain account records.
• Use Information@work (Image) to locate, review and process relevant documentation.
• Ensure information from documents and customer contacts is accurately reflected on the master record.
• Carry out appropriate verification and validation of customer and property information.
• Maintain accurate records and ensure all work is completed in accordance with agreed procedures and timescales.
• Identify system or process issues and raise these with the appropriate team.

Essential Experience

• Direct experience of using NEC RBLive and Information@work (Image) is essential.
• Experience of working within a Local Government Revenues, Benefits or Customer Services environment.
• Practical experience of administering Business Rates, including account amendments and changes of liability.
• Experience of processing information accurately across multiple systems.
• Experience of dealing with customers and resolving account or service-related enquiries.
• Ability to interpret information and apply rules, procedures and legislation accurately.

Desirable Experience

• Experience of Business Rates billing, collection and recovery.
• Experience of applying Business Rates exemptions, discounts and reliefs.
• Knowledge of rateable values and Valuation Office Agency changes.
• Experience of Council Tax administration.
• Experience of using other Local Government Revenues and Benefits systems.
• Experience of working within a Revenues and Benefits service or a council Customer Services environment.

Alternative consideration: Candidates without Business Rates experience may be considered where they have substantial and relevant Council Tax administration experience, particularly experience involving account changes, billing, collection, recovery, exemptions, discounts and the use of NEC RBLive and Information@work (Image).

Essential Skills and Knowledge

• Good working knowledge of Business Rates administration and legislation.
• Strong attention to detail and a high level of accuracy.
• Ability to process large volumes of information efficiently without compromising quality.
• Ability to interpret legislation, guidance and council procedures and apply them correctly.
• Confident IT and systems skills, particularly in using Revenues and Benefits systems and document management systems.
• Good written and verbal communication skills.
• Ability to investigate discrepancies and resolve account issues.
• Ability to prioritise workloads and meet deadlines.
• Ability to work independently while contributing effectively to a multi-skilled team.
• Strong customer service skills and a professional approach to dealing with customers.
• Ability to handle confidential and sensitive information appropriately.

Main Performance Expectations

The postholder will be expected to:

• Process Business Rates changes accurately and within agreed timescales.
• Maintain high standards of data quality and account accuracy.
• Deliver excellent customer service and resolve enquiries efficiently.
• Apply legislation and council procedures consistently.
• Maintain complete and accurate electronic records.
• Contribute to the wider One Front Door approach by supporting customers across relevant council services.
• Promote digital and self-service options where appropriate.
• Work flexibly across the service and support colleagues during periods of increased demand.

Working Arrangements

The role will be based at Castle House, ST5 1BL, with the potential for remote working in accordance with the council’s hybrid/remote working arrangements and business requirements.

The postholder will be expected to work collaboratively with colleagues across Revenues, Benefits, Customer Services and other council services to ensure customers receive a joined-up and efficient service.