Full time Business Rates Officer at Oadby and Wigston Borough Council
Job Description
Brief overview
Oadby & Wigston Borough Council are looking to recruit a full-time Business Rates Officer to join our Revenues and Benefits team on a permanent basis. The role will be a split of home working and office based.
You will be part of a new team in the Revenues and Benefits department with a focus on the billing and recovery of National Non-domestic Rates, commonly referred to as Business Rates. Proven customer service and communication skills will be vital to enable you to gather the information needed to accurately bill local businesses and to support them with all aspects of their liability. Experience working in a Business Rates team is not essential as full training will be given for the right candidate.
The ideal candidate will have:
- Experience of working in a customer service environment
- Excellent interpersonal skills and the ability to communicate positively and effectively
- Excellent written skills, effective organisation skills and good attention to detail
- Excellent IT Skills – working knowledge of Microsoft Office
- Good problem-solving skills
- The ability to work well under pressure
- The ability to work closely with the team and on own initiative with minimum supervision
- A flexible attitude and a genuine desire to help customers
What this role has to offer:
- On-the-job training on all aspects of Business Rates, and the ability to help shape the team
- Great job satisfaction
- Chance to be part of a positive and collaborative workplace with a strong culture recognising that employees are at the heart of what we do
- Generous holiday entitlement
To apply for this role you must complete our online application form https://myaccount.oadby-wigston.gov.uk/service/OWBC_Job_Application_Form (CVS will not be accepted)
If you have not heard from us within 14 days of your application, please assume on this occasion your application has not been successful. Feedback will not be provided at this stage of the recruitment process
CLOSING DATE FOR APPLICATIONS: 14th March 2023
JOB CONTEXT:
1. Be the key point of contact for technical queries relating to the billing and collection of National Non-domestic Rates (Business Rates).
2. Make decisions on matters of Business Rates billing and recovery to maximise council income through accurately maintained customer accounts based on the information provided.
3. Take a proactive approach to reduce avoidable contact by getting it right first time and identifying all services relevant to the customer’s enquiry. Actively work to solve enquiries end to end, taking responsibility for obtaining all the relevant information necessary to resolve a query, only escalating it to others where necessary and within service level agreements.
4. Accurately and fully maintain, update and record all customer enquiries on the relevant back office systems. Maintain accurate computer records to a very high standard. Be able to update customers on the progress of their enquiry or service request. Interrogate back office systems to resolve customer queries.
5. Work in line with the Council’s Vision and Values to promote a culture which aims to deliver a high standard of service by working together to exceed our customer expectations.
MAIN DUTIES ANDRESPONSIBILITIES:
1. Provide exceptional customer service at all times, whether by telephone, letter, email, face-to-face, or any other method.
2. Promptly and accurately process Business Rates information received by post, telephone, email or personal interview.
3. Check and issue all relevant billing documentation, including bills and enclosures.
4. Make decisions on:
- Business Rates liability, reliefs, exemptions and reductions for all customers.
- Payment arrangements for Business Rates accounts in arrears.
- How and when to issue refunds for customers in credit.
- Process work in a timely and accurate manner to enable internal and national targets and performance indicators to be achieved.
- Accurately update the Business Rates computer system with relevant information.
- Download information relating to schedules of alterations to properties for Council Tax and Business Rates from the Valuation Office Agency website an update the council’s IT systems.
- Reconcile property totals between the Valuation Office Agency and the Council’s IT system on a weekly basis.
- Keep filing and/or electronic indexing orderly and up to date.
- Use experience in the role to suggest improvements to processes that will benefit customers and improve team and individual performance.
RESPONSIBILITY FOR RESOURCES:
1. The post holder will be required to ensure that any data systems under his/her control are kept secure and properly managed.
KEY FUNCTIONAL LINKS WITH:
Internal: All employees and sections of the Council
External: Residents of the Borough, the general public, other Local Authorities, external suppliers and consultants, and other external bodies, partnerships and organisations as required.
WORKING CONDITIONS & ENVIRONMENT
1. The post is situated within the Main Council Offices, however you may be required to work from other sites and places within the Borough where your professional attendance is required.
2. The post holder will be required to make an annual declaration in respect of interests in the Borough.
ADDITIONAL REQUIREMENTS
1. This job description outlines the main duties of the post but does not exclude other duties, which may be undertaken to ensure the efficient operation of the department. Other duties required will be consistent with those listed above and appropriate to the title and grade of the post.
2. Ensure equality of opportunity for all people, in service provision and in employment, and to work in a non discriminatory manner in accordance with the Council’s Equality Agenda, pursuant to the Equality Act 2010.
3. Comply with the provisions of the Data Protection Act 2018, the Computer Misuse Act 1990, Human Rights Act and the Freedom of Information Act 2000, or any amendment or any statutory re-enactment thereof at all times.
4. To take all necessary steps in order to ensure that information acquired through their employment or contained within the Council is kept confidential.
5. This job description is a record as at the date below. Any changes to the job description will be carried out in consultation with the post holder, who will be expected to participate fully in such discussions. It is the Council’s aim to reach a mutual agreement to reasonable changes but if this is not possible the Council reserves the right to implement reasonable changes to the job description after consultation with the post holder.
6. Carry out all duties outlined above in accordance with all Council Policies and procedures.
7. To carry out any additional duties (as and when required) outside of the post holders duties to assist the Council in the operation and promotion of its business.
Qualifications and Processional or Vocational qualifications
Essential
2 GCSEs (or equivalent) at Grade C or above to include English Language and Mathematics
Desirable
IRRV qualification
Relevant experience and knowledge
Essential
Experience of working with customers in an office or similar setting.
Experience of dealing with difficult customer enquiries.
Experience of data processing
Working knowledge and understanding of Data Protection principles
Proficient in the use of Microsoft Office
Desirable
Working in Local Government or for similar employer
Experience of working in Business Rates
Experience of using Academy Revenues and Benefits system
Experience of working with electronic document management systems
Skills and Abilities
Essential
Excellent communication skills and a good command of the English language.
A good telephone manner; able to deliver messages clearly and concisely
Numerate
Able to organise and prioritise workloads to meet targets and deadlines
Highly accurate approach to work and strong attention to detail
Confident in the use of IT
Attitude and Motivation
Essential
Tactful, professional and calm attitude
Well-organised, enthusiastic, self-reliant and able to work on own initiative and meet deadlines
Flexible and willing to undertake any reasonable task
Hard working with a ‘can do’ attitude
Positive and solution-focused.
Proud to take responsibility for actions and to see tasks through to completion
Acts with honesty, fairness and equality at all times
Innovative and keen to explore new ways of working
Good team player, committed to sharing information, skills and experience
Customer Focussed and willing to go the extra mile
Other
Essential
To demonstrate and promote the Council’s Vision and Values
Job Types: Full-time, Permanent
Salary: £22,369.00-£24,054.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Flexitime
- Gym membership
- On-site parking
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Day shift
- Flexitime
- Monday to Friday
- No weekends
Work Location: Hybrid remote in Wigston
Location :Wigston Magna
Closing Date :14th March 2023
HOW TO APPLY
Click Here to Submit your CV and Application on Company Website