Operations Manager (Revenues & Benefits)

Positive Employment is currently recruiting for an Operations Manager for our client, a local government organisation based in Runnymeade, Surrey.

The successful post holder will be responsible for the day-to-day operational management of the Revenues Service, ensuring the effective billing, collection and recovery of Business Rates and Council Tax. The role will lead and develop the Revenues team, drive service improvements and business transformation initiatives, oversee system administration and performance management, and ensure compliance with relevant legislation and government reporting requirements. The post holder will play a key role in maximising revenue collection, enhancing customer service delivery, and supporting the strategic objectives of this organisation.

Duties and Responsibilities but not limited to:

• Manage the day-to-day operational delivery of the Revenues Service, ensuring a high-quality, efficient, and customer-focused service.
• Oversee the effective billing, collection, recovery, and administration of Business Rates and Council Tax accounts.
• Provide technical expertise and guidance on complex Business Rates and Council Tax matters, ensuring compliance with relevant legislation and regulations.
• Drive continuous service improvement and business transformation initiatives, identifying opportunities to streamline processes and enhance customer outcomes.
• Lead, manage, motivate, and develop the Revenues team, ensuring staff are appropriately trained, supported, and equipped to deliver service objectives.
• Conduct staff appraisals, monitor performance, and support workforce development to achieve service targets and organisational goals.
• Maintain and oversee the administration and development of IT systems used within the Revenues Service, working with software suppliers and internal stakeholders as required.
• Ensure accurate and timely completion of all government returns and statutory reporting requirements.
• Manage annual billing processes and end-of-year activities, ensuring accuracy and adherence to deadlines.
• Develop and maintain operational procedures, policies, and working practices to support effective service delivery.
• Monitor and review discounts, exemptions, and relief schemes, ensuring they are administered appropriately and investigated where necessary.
• Identify and address instances of fraud, error, or avoidance, taking appropriate action in line with legislation and organisational policies.
• Build and maintain effective working relationships with internal departments, external partners, government bodies, and service providers.
• Respond to complex customer enquiries and provide a high standard of customer service through telephone, email, and face-to-face interactions.
• Prepare management information, reports, and performance data for senior management.
• Represent this organisation at meetings, tribunals, courts, working groups, and external forums where required.
• Ensure Freedom of Information requests and other statutory enquiries are responded to within required timescales.
• Support business continuity and provide operational leadership across the service as required.

Personal Requirements:

• Extensive knowledge of Business Rates and Council Tax legislation and administration.
• Proven experience managing Revenues services, including billing, collection, recovery, and customer service functions.
• Demonstrable experience in a management or supervisory role, including staff development, performance management, and team leadership.
• Strong understanding of service improvement methodologies and business transformation within a public sector environment.
• Experience working with multiple IT systems, databases, and revenue management software.
• Ability to interpret and apply complex legislation and regulatory requirements.
• Experience preparing and submitting government returns and statutory reports.
• Excellent verbal and written communication skills, with the ability to communicate effectively with a wide range of stakeholders.
• Strong numerical and analytical skills with a high level of accuracy and attention to detail.
• Ability to manage competing priorities, work under pressure, and meet deadlines.
• Strong problem-solving and decision-making abilities.
• Experience handling sensitive, complex, or contentious issues in a professional and effective manner.
• Excellent leadership, coaching, and team-building skills.
• Customer-focused approach with a commitment to delivering high-quality services.
• Highly organised, adaptable, and capable of driving change within a service environment.
• Educated to A-Level standard or equivalent.
• IRRV qualification or equivalent professional qualification.
• A management qualification and experience within local government or the public sector would be advantageous.

Working Hours: Monday - Friday / 9:00am - 17:00pm

Pay: £350.00 per day

Please note this role is within the scope of IR35.