Business Smart Solutions

• Administer council tax, ensuring accurate and prompt billing, collection, and recovery of accounts • Obtain and assess information to determine local taxation liability in accordance with legislation. This includes determination and allowance of discounts, reliefs, and exemptions • Accurately update and maintain the revenues databases to ensure prompt and accurate billing, collection, and recovery of accounts • Respond appropriately to enquiries received from citizens, businesses and agents and action amendments to accounts • Agree repayment plans and determine appropriate recovery action that takes account of the person’s circumstances whilst maximising collection • Contribute to the review of working practices, procedures, and documents by making suggestions for improvement in service delivery and performance • Take part in the training or coaching of other colleagues either on a one-to-one basis or in a formal training environment e.g. to assist with the induction of new staff

• To resolve a broad range of Revenues & Benefits enquiries received via telephone to provide an efficient and effective customer experience • Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible • Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests • Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities • Manage customer complaints, compliments and suggestions in accordance with the council’s procedures • Contribute ideas that create efficiencies or improvements in customer facing and other processes • Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments • Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times