Job info |
Job info details |
Job title |
Revenue Officer |
Strategic team/Directorate |
Finance |
Service |
Corporate Debt and Tax Collection |
Business unit |
Revenue Section |
Responsible to (day to day issues) |
Revenue Team Leader |
Accountable to (line manager) |
Revenue Manager |
Salary grade |
E |
JE ref |
FIN61 |
1. Key purpose of job
- To work within government legislation covering Council Tax Business Rates and BIDS (Business Improvement Districts) and to adhere to Torbay Council policies.
- Effectively and efficiently maintain the Councils’ systems relating to Council Tax, Business Rates and Business Improvement Districts (BID), through information received from customers, agents, internal departments, and external agencies.
- To be responsible for raising bills daily relating Council Tax, Business Rates and BIDs, which raise income allowing the council to fulfil its corporate responsibilities.
- Preparing detailed statement of accounts daily that include financial transactions relating to Council Tax, Business Rates and BIDs in a way that effectively communicates the information to taxpayers.
- To respond to Council Tax, Business Rate and BID enquiries daily by telephone, face to face, web, email, or letter in a professional way that promotes accuracy, clarity, and resolution at the earliest opportunity. and which supports the organisations service priorities, while maintaining a high level of customer satisfaction.
- To provide professional and efficient support, advice, and guidance daily to the front-line Customer Services section, Corporate Debt, Benefits, Environmental Health, Housing Options, Care Experienced Team within Children's Services, Torbay Development Agency, and SWISCO within Torbay Council to allow these departments to carry out their duties effectively.
- To provide professional and efficient support, advice, and guidance daily, by providing additional advice and support to HMRC Valuation Office Agency and other local authorities to allow these organisations to carry out their duties effectively.
2. Anticipated outcomes of post
- To produce accurate Council Tax and Business Rate bills and BID invoices which enable effective income collection for the Council which allow delivery of services to Torbay residents.
- To assist in increasing the council’s tax base, and therefore maximising income through a process of identifying property changes that result in either an increase in council tax band for domestic property or increase in rateable value for commercial premises.
- To assist in identifying fraudulent activity reducing lost income to the council.
- To manage and be responsible for your own work, by ensuring processes are completed, accurately as soon as practical to produce Council Tax and Business Rate bills and BID invoices for residents. Efficient processing allows residents and businesses to budget effectively and contribute to business planning.
- To support and embrace Torbay Council’s core values of being forward thinking, people orientated and adaptable – always with integrity.
3. List key duties and accountabilities of the post
- Accurately maintain Council Tax records. This includes applying the appropriate Council Tax exemptions and disregards e.g., students, carers, severely mentally impaired.
- To possess a knowledge of Council Tax Support and Housing Benefit to identify when a claim is not aligned with the council tax charge which impacts the amount payable on a Council Tax bill.
- Process refunds across all relevant back-office processing systems in line with current procedure.
- Process and maintain direct debit and customers bank details in accordance with banking regulations.
- To identify vulnerable clients who require additional support due to their circumstances e.g., elderly, disabled, illness, housebound and utilise the visiting team where appropriate.
- To assist the team leader and senior with the completion and return of statistical monitoring information.
- Acquire and maintain an up-to-date knowledge through training of Housing Benefit/ Council Tax Support legislation and to have an awareness of property owner and tenant law.
- To signpost households to Housing Options Service to prevent cases of illegal eviction and potential homelessness. To signpost to external agencies who can provide advice and support e.g., Citizens Advice and Age Concern
- Prioritise and manage own workload to ensure business objectives are achieved and customer requirements met, whilst being fully aware at all times of the team, section and any personal targets and objectives. This includes ensuring that appointment commitments and call backs are completed within advertised timescales. This includes being able to identify cases that need escalating to senior processors.
- To be responsible for processing weekly Council Tax and Local Rating schedules received from HMRC Valuation Office Agency.
- To possess the ability to fully resolve customer conflict by remaining objective in situations where payment of Council Tax, Business Rates and BIDs (Business Improvement Districts) are required, and to be aware of when it is appropriate to raise cases to the Corporate Counter Fraud section.
- To challenge information provided by customers to establish the correct information required to process changes to Council Tax Business Rates and BID records.
- Ensuring a customer focused approach is the aim each time there is contact through face to face, telephone, and written communication, which is in line with the council’s Customer Charter, remaining polite, courteous, and professional at all times.
- Attend/participate in team meetings, appraisals, training and development course within Learning and Development plans and skills matrices.
- To work within and adhere to the principles of the General Data Protection Regulations.
4. Budgetary/Financial Responsibilities of the post
5. Supervision/Line Management Responsibilities of the post
6. Working environment and conditions of the post
- Normal working environment and condition at home or in the office.
7. Physical demands of the post
8. Specific resources used by the post
- Laptop and PC.
- Telephone.
9. Key contacts and relationships
- External
- Customers of the service including general public
- Letting agents
- Property owners
- Supported accommodation providers
- Other accommodation providers
- Members
- Care Experienced team in Social Services
- Probation
- Other local authorities
- NHS Care Trust
- Age concern
- Brixham Does Care
- Pension Disability Service
- Her Majesty Revenues and Customs
- Ombudsman
- Valuation Tribunal
- Any other voluntary and statutory agencies Immigration Service
- Police Fire Service,
- Citizens Advice
- Internal
- All Areas within Benefits
- Customer Services
- Housing Options
- Housing Standards
- Planning
- Building Control
- Environmental health
- Auditors
- Counter Fraud
- And other council departments as required
- Councillors
10. Other duties
Other Information
- All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
- The Council operates a Smoke-Free Policy, and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement.
- The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
- The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
- The post is eligible for both hybrid and permanent home working.
- The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
- If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing www.gov.uk/view-driving-licence and providing a code to your Line Manager to share your driving licence information with the Council.
- You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be considered when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
- The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures.
- As this post meets the requirements of the Immigration Act 2017 (part 7) the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
Person Specification
Note for Candidate
All Candidates
The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement.
In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.
Candidates who consider that they have a disability
Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.
If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.
Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.
If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.
Job info |
Job info details |
Job Title |
Revenue Officer |
Strategic team/Directorate |
Finance |
Service |
Corporate Debt and Tax Collection |
Business unit |
Revenue Section |
Skills and effectiveness
Essential skills and effectiveness
- To be able to work on own initiative and use own discretion and judgement.
- Effective verbal and communication skills, translating complex decisions often to vulnerable, potentially violent, upset, or bereaved people.
- To be numerate and literate and have effective working knowledge of word and other computer packages as appropriate.
- To be an excellent team player.
- The ability to accurately update relevant databases and document imaging/workflow systems by accurate entry of data whilst achieving accuracy and output targets as defined by the business unit.
- To ensure all necessary actions are taken to deliver service priorities and maintain customer satisfaction levels.
- The ability to handle regular change effectively.
- The ability to work quickly and accurately to meet conflicting deadlines either as part of a team or as an individual.
- The ability to make effective decisions.
- To be willing to learn and develop new skills.
- the ability to remain polite and courteous in demanding situations often whilst assisting very distressed customers.
- To demonstrate empathy, initiative, and integrity.
- To be adaptable and flexible.
- Previous experience of using Microsoft Office and Teams (or similar online application).
- Previous experience working in a customer service environment.
- Previous experience of working a multi-disciplined role.
Desirable skills and effectiveness
- Previous experience of working in a finance role.
Knowledge
Essential knowledge
- Working knowledge and understanding of Microsoft Office and Teams (or similar application).
- Knowledge of the principles of Council Tax and Business Rates.
- An understanding of Business Rates legislation.
- Awareness of homelessness issues.
- Awareness of housing issues.
- Knowledge of state benefits.
Desirable knowledge
- In-depth knowledge of Council Tax legislation.
- Knowledge of Council Tax policies and procedures.
Experience and achievements
Essential experience and achievements
- Dealing effectively with a wide range of external customers and colleagues.
- Dealing with correspondence.
- Experience of working in a multi-disciplined role.
- Equality and diversity awareness.
- Experience of delivering high level of customer service in a customer service environment.
- Demonstrative experience of using systems.
Desirable experience and achievements
N/A
Qualifications/professional memberships
Essential qualifications/professional memberships
- Educated to GCSE O Level standard or equivalent
Desirable qualifications/professional memberships
- IRRV technician.
- ECDL or similar ICT equivalent.
Other requirements
Other requirements of the job role
- Demonstrates a commitment to safeguard and promote the welfare of vulnerable clients.
- Ability to travel efficiently around the Bay/Southwest/UK to carry out duties.
- Ability to accommodate permanent homeworking.