Job purpose
To provide a customer service to optimise the administration and sustainable collection of local taxes and corporate debts, in accordance with legislation, procedures, policy and best practice.
To maximise income for the council whilst considering individual customers and businesses financial circumstances and any vulnerability.
Principal accountabilities
1. To respond to, and action, customers queries though digital, telephone, face to face and written contact, promoting digital self-service options and being able to switch between these duties at short notice, resolving the query at the first contact whenever possible.
2. To evaluate, determine, and verify liability for debt, entitlement to discounts and exemptions. Make accurate and concise notes of decisions made, advice given, and any follow up action needed.
3. Evaluate customers individual needs, financial constraints, and overall debt position. Negotiate, agree, input and review sustainable payment plans to secure the collection of unpaid debt and make decisions about removing or retaining legal costs incurred through overdue payments or arrears.
4. To obtain and collate the information and evidence needed to create or maintain revenue and debt information accurately, following national legislation, including local variations, and procedures. To retrieve and cross check information against other internal and external sources.
5. Select the most appropriate recovery and enforcement action in accordance with legislation, procedures and agreed policy to recover unpaid debt. Prepare the necessary documents to enable enforcement action to occur and escalate to and support as necessary those taking that action. Where necessary trace customers to resolve debt situations.
6. Identify any potential vulnerability, signposting customers to additional help or communicating with other departments and external agencies where appropriate, including debt advice agencies to help resolve the customers debt position.
7. To have an awareness of the welfare benefit options and other support available to help customers to pay their debts.
8. To be proactive in identifying the barriers customers face in accessing the service and contribute to improving the service.
9. Maintain a practical and procedural knowledge of relevant legislation, procedures and policies.
10. Help with training and peer support of colleagues to develop a consistent customer service approach.
Health and safety accountabilities
To co-operate in the implementation of the council Health and Safety policy and supporting standards, in particular, as set out in section 1 of the Health and Safety Policy and Management Standard.
Essential criteria
Job-related education, qualifications, and knowledge
11. Educated to Level 1 (or equivalent) in Maths and English, or the equivalent level of knowledge gained through experience.
12. Some knowledge of customer service principles.
Experience
13. Using the skills and abilities outlined below either in work (paid or voluntary), education, or in a personal capacity - full training provided.
14. Some experience of working in a busy customer service environment.