Council Tax Customer Service Officer

Job Title:

Council Tax Customer Service Officer

Department:

Revenues & Benefits / Customer Services

Job Purpose:

To provide high-quality customer service and administrative support for the billing, collection, and recovery of Council Tax in accordance with legislation, council policies, and best practice. The role involves handling customer enquiries, processing changes, and ensuring accurate maintenance of Council Tax accounts.

Key Responsibilities:

1. Customer Service:

   • Respond to customer enquiries via telephone, email, and face-to-face in a professional and empathetic manner.
   • Provide clear and accurate advice on Council Tax liability, discounts, exemptions, and payment options.

2. Administration:

   • Process Council Tax billing, amendments, refunds, and correspondence promptly and accurately.
   • Set up and manage Direct Debits, including cancellations and amendments.
   • Maintain accurate records in line with Data Protection and GDPR requirements.

3. Financial Management:

   • Negotiate payment arrangements with customers up to pre-liability order stage.
   • Handle debit/credit card payments securely and confidentially.
   • Assist with credit balance reports, refunds, and suspense account management.

4. Compliance & Legislation:

   • Ensure all actions comply with current Council Tax legislation and internal procedures.
   • Liaise with external agencies such as the Valuation Office, enforcement agents, and solicitors when required.

5. Performance & Teamwork:

   • Contribute to achieving collection targets and service standards.
   • Support new staff and participate in service improvement initiatives.

6. Other Duties:

   • Assist with preparation of evidence for court hearings when necessary.
   • Undertake any other duties appropriate to the grade and nature of the post.

Skills & Experience Required:

• Strong customer service skills with the ability to handle challenging situations sensitively.
• Good knowledge of Council Tax legislation and procedures (desirable).
• Ability to work accurately under pressure and meet deadlines.
• Excellent communication skills, both written and verbal.
• Competent in using IT systems and databases (experience with Civica or similar desirable).
• Numeracy skills and attention to detail.

Working Conditions:

• Full-time, 37 hours per week (flexible or hybrid working may be available).
• Based at Council offices with potential for remote working.