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Summary of Responsibilities and Personal Duties:
- Execute your duties in accordance with legislative requirements, the division's Service Plan, policy requirements, financial procedures, the recovery timetable and those determined by your manager.
- Effectively respond to all enquiries received by letter, telephone, in person and electronically.
- Ensure all necessary action is taken to collect revenue efficiently and effectively & process applications for discounts and other reliefs, with due regard to internal and external fraud prevention and detection.
- Ensure all work is carried out in accordance with procedures, agreed time scales and those dictated by legislation.
- Deal with difficult queries including complaints by correspondence, telephone, face to face and electronically, ensuring timely, accurate, appropriate responses and suggest remedial action where weakness in service delivery is identified.
- Submit irrecoverable debt for write off in line with delegated powers, audit requirements and internal procedures.
- Comply with procedures to maintain an accurate database, fulfill audit requirements, and meet / exceed internal & external accreditations.
- Undertake proactive work and participate in outreach work to improve collection.
- Establish effective liaison with external bodies and partners and maintain good working relationships to assist the collection of revenue.
- Liaise with and instruct the Enforcement Agents (and other relevant bodies i.e. Solicitors / Process Server) on the appropriate course of action, to ensure effective revenue collection. Report to your manager on their performance.
- Prepare records and maintain statistics as directed. Deal with system reports and other output as required.
- Adhere to the General Data Protection Regulation and be aware of your personal responsibilities.
- Maintain a detailed knowledge of all relevant legislation, procedures and technology required to meet the demands of the post.
- Take responsibility for own learning and development to ensure that an effective value added personal contribution to the divisions objectives is continuously maintained. Participate actively in all processes linked to the Performance Evaluation Scheme.
- Act as a mentor/coach for staff as directed by the manager, providing guidance and advice to others. Mentoring of junior staff as required.
- Assist the manager to design and implement training as required to satisfy business, service and personal development requirements.
- Provide information for the reporting, management and quality of throughput on the team as required.
- Contribute to the review of working processes and procedures as required.
- Undertake quality checks to ensure accuracy of processing as directed.
- Promote Equal Opportunities Policies and Values.
- Provide a high standard of service with commitment to customer care and equal opportunities
