We are seeking an experienced and motivated Revenues & Benefits Customer Services Manager to lead key frontline service areas. This role is responsible for overseeing the delivery of effective, efficient and customer-focused services relating to revenues collection, benefits administration, and centralised customer contact.
Working closely with internal teams, elected members, partners and external agencies, you will ensure services are delivered in line with the Council’s strategic priorities and evolving customer needs.
Key Responsibilities
* Lead and manage the Revenues, Benefits, and Customer Services teams to ensure high performance and quality service delivery.
* Develop and implement service plans aligned to corporate objectives, policies, and legislative requirements.
* Drive continuous improvement across services, identifying and implementing new ways of working to enhance efficiency and customer experience.
* Oversee the administration of council tax, business rates, housing benefit, and related welfare services.
* Manage the Council’s customer contact functions, ensuring consistent, accessible and responsive service across all channels.
* Monitor performance against KPIs and service standards, preparing reports and updates for senior management and elected members as required.
* Manage budgets, including operational spend and external funding streams, in accordance with financial regulations.
* Identify and pursue relevant funding opportunities and ensure compliance with audit and subsidy requirements.
* Provide expert advice on legislation, policy changes and service impacts to a range of internal and external stakeholders.
* Lead, support and develop staff, fostering a culture of accountability, collaboration and continuous learning.
* Ensure compliance with all relevant statutory and organisational policies, including data protection, equality and safeguarding.
About You
We are looking for someone who can demonstrate:
* Substantial experience in managing Revenues, Benefits, or Customer Services within a local authority or similar environment.
* Strong leadership and people management skills, with experience of motivating and developing teams.
* In-depth knowledge of relevant legislation, policy frameworks, and best practice.
* Excellent problem-solving skills and the ability to manage competing priorities.
* A customer-first approach, with a focus on service quality and accessibility.
* Strong financial and budget management capabilities.
* Effective communication and stakeholder engagement skills.
Vivid Resourcing are committed to equality of opportunity for all applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships or any other characteristic protected by law.