What is the job role?
This is a varied role which supports the Team Managers and Officers in ensuring through quality checking that legislation and procedures have been applied and liabilities, reliefs, discounts and exemptions are correct. The primary focus will be Business Rates, however knowledge of Council Tax and Enforcement are desirable. Other areas of work include:
1. Providing advice on more complex queries
2. Responding to customer enquiries and escalations
3. Deputising for Team Managers
4. Updating accounts
5. Monitoring phone queues
6. Managing insolvency notifications by updating customer accounts, submitting proof of debts and corresponding with stakeholders
All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
This post is exempted under the Rehabilitation of Offenders Act and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).
Who are we looking for?
The ideal candidate will be able:
7. To review the accuracy and quality of decisions made in respect of Business Rates and Council Tax
8. Assist with the mentoring of new and existing staff. Supporting the Team Managers with the effective integration of new team members and service improvement plans
9. Maintain detailed audit records of individual officers, ensuring relevant issues are fed back to the Team Manager
10. Respond to customer complaints, enquiries from Councillors and partner organisations in line with corporate standards, ensuring any measures to improve service delivery and customer satisfaction are identified and implemented
11. Trial new initiatives and procedures and feedback to Senior Managers on any issues
12. Deputise for the Team Manager in their absence
When applying for the role you will be asked to write a personal statement, demonstrating your skills and experience in line with the personal statement. When writing your personal statement, where possible please include examples covering the points below, dependant on your relevant experience:
13. Explain your experiences in working in a Revenues and Benefits environment, giving examples of what you have done and achieved
14. Demonstrate your management and leadership experience, detailing your ability to motivate, and how your excellent communication skills have been used with colleagues, customers and stakeholders
If you need help or support to complete your application, please visit our to see how we can assist you.
Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:
15. Members of the Armed Forces and veterans
16. Are currently in care or have previously been in care
17. If you consider yourself to be disabled or if you have a long-term health condition
For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process'.
If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.
Interview date(s): 28th & 29th January
About Coventry
Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.
We are cutting-edge, challenging, youthful, vibrant and diverse.
At Coventry we are committed to excellence in everything we do. With around staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.
To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.