Revenues And Benefits Officer - AR

Job Description - Revenues and Benefits Officer Department

Resident and Business Support - Finance

Reports To

Revenues and Benefits Team Leader

Job Purpose

The Revenues and Benefits Officer is responsible for the accurate administration of Council Tax, National Non-Domestic Rates (NNDR), Housing Benefits, Council Tax Support and related services.

The post holder will work flexibly across the Revenues and Benefits Service to ensure that the correct person is charged or paid the correct amount at the correct time. The role focuses on delivering high quality customer service, maintaining accurate records, resolving customer enquiries, and ensuring compliance with relevant legislation, policies and procedures.

Key Responsibilities Revenues Administration

• Maintain and update Council Tax and NNDR accounts.
• Process changes to liability, occupancy and payment methods.
• Assess and apply discounts, reliefs, exemptions and disregards.
• Ensure customer records are accurate and up to date.
• Issue bills and correspondence promptly and accurately.
• Take appropriate action to resolve issues relating to customer accounts.

Benefits Administration

• Process Housing Benefit and Council Tax Support applications and changes in circumstances.
• Assess eligibility in accordance with relevant legislation and council policies.
• Suspend, amend or terminate claims where appropriate.
• Maintain accurate benefit records and communicate decisions clearly to customers.
• Process and maintain Free School Meal applications where required.

Overpayments and Recovery

• Maintain and update Housing Benefit overpayment accounts.
• Negotiate repayment arrangements with customers to maximise recovery rates.
• Monitor payment arrangements and take appropriate action where agreements are not maintained.
• Support recovery processes relating to Council Tax, Business Rates and benefit overpayments.

Customer Service

• Respond to enquiries from customers, external agencies and council employees via telephone, written correspondence and face to face interactions.
• Provide accurate information and advice on revenues and benefits services.
• Resolve customer enquiries efficiently and to conclusion wherever possible.
• Manage sensitive and confidential information appropriately.

Compliance and Investigations

• Conduct customer visits to verify information and determine benefit entitlement where required.
• Ensure all actions comply with relevant legislation, regulations and council procedures.
• Attend County Court or Magistrates' Court hearings when required.

Continuous Improvement

• Identify opportunities to improve service quality, efficiency and customer experience.
• Contribute to the development of new processes and ways of working.
• Assist in the training and development of colleagues where appropriate.
• Adapt to changes in legislation, policy and service delivery requirements.

Person Specification Essential Qualifications

• Good standard of education, including GCSEs at Grade C/4 or above (or equivalent).

Essential Knowledge and Experience

• Experience of Council Tax, Business Rates, billing and recovery processes, and/or Housing Benefit and Council Tax Support administration.
• Experience of working in a customer facing environment.
• Demonstrated ability to understand and meet customer needs.
• Excellent communication and interpersonal skills.
• Strong verbal, written and organisational skills.
• Ability to work effectively both independently and as part of a team.
• Ability to manage competing priorities and adapt to changing service demands.
• Positive, flexible and solution focused approach.

Desirable Knowledge and Experience

• Experience using Revenues and Benefits software systems.
• Experience working with document management or workflow management systems.

Core Competencies

• Attention to detail and accuracy
• Customer focus
• Problem solving and decision making
• Teamwork and collaboration
• Resilience and adaptability
• Time management and organisation
• Confidentiality and integrity

Corporate Responsibilities

The post holder will:

• Demonstrate a commitment to equality, diversity and inclusion.
• Comply with data protection legislation and maintain confidentiality.
• Adhere to health and safety policies and procedures.
• Participate in continuous professional development.
• Safeguard children and vulnerable adults in accordance with council policies.
• Support the council's values and contribute positively to service improvement initiatives.

Working Conditions

• The role may require occasional travel to conduct customer visits and attend court hearings.
• Flexibility may be required to work outside normal office hours to meet service needs.
• Duties may vary in line with business requirements without materially changing the nature or level of responsibility of the role.