General Overview:
The position is responsible for undertaking all aspects of administrative processing to deliver the full range of Revenue and Benefit Services. Ensure all work is dealt with in an accurate and timely manner and in accordance with all relevant statutory regulations, policies and procedures. Deliver excellent outcomes for customers and ensure adherence to agreed key metrics and KPIs that contribute to delivery of an efficient and effective Revenues and Benefits Service.
Primary Accountabilities and deliverables
Provide high quality, timely and professional services through all customer contact channels
Verify, process and administer all aspects of Local Taxation including calculation of liability, award of council tax support, reductions and reliefs.
Verify, assess and award Housing Benefit, and Discretionary Hardship Payments
Provide Billing, Collection and Enforcement in respect of all debts administered by the Revenues and Benefit Services
Contribute to the overall performance of the Revenues and Benefits Service by adherence to key metrics and KPI’s to deliver excellent customer service
Ensure behaviours are aligned with Cofely’s core values and competencies.
Specific tasks and responsibilities
Undertake a range of routines to maintain and update all Council Tax and National Non Domestic Rates (NNDR) accounts, adhering to key metrics and measures
Undertake a range of routines to maintain and update all Council Tax Support and Housing Benefit Cases, adhering to key metrics and measures
Undertake a range of routines to maintain and update all Sundry Debt accounts, adhering to key metrics and measures
Undertake interviews, inspections, court attendance, home visits and attend events as required
Undertake an effective recovery and enforcement service for all debts
Responsible for own personal development and assist in the skills training of other staff
Contribute to ongoing service development to improve quality and reduce the cost of delivery
Impact: Deliver an effective and efficient service to agreed outcomes and provide an excellent and easy to use service for customers
Complexity:
Effective and accurate maintenance of accounts and claims, adhering to all statutory requirements, policies and procedures
Identification and ownership of customer requirements to ensure resolution of customer issues.
Operate within a performance management framework
Liaise with advisors across Revenues, Benefits and Customer Services to develop productive working relationships with all service areas and partner agencies.
To respect confidentiality and all Data Protection principles at all times.
Qualifications
4 GCSE at Grade C or above including English and Maths (or equivalent)
Experience
Experience of working with, understanding and meeting the needs of customers in a customer service environment (1 year minimum)
Experience in a Revenues and Benefits Service (or equivalent e.g. DWP, Housing) is desirable
Roles and Behaviours
Is motivated by and enjoys helping people
A positive energetic e/SAParn and practice attitude to change
Demonstrates enthusiasm for imparting and sharing knowledge with others and helping to develop people
Competencies:
Collaborating- Works well with others
Commercial- Adds value
Contributing- Contributes ideas
Delivering- Does a great job
Finance- Cost conscious
Learning-Improves job performance
I’m free for a call on 0121 667 8637 or email me on
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