Job info	Job info details
Job title	Senior Revenue Officer
Strategic team/Directorate	Finance
Service	Revenue and Benefits
Business unit	Revenue (Council Tax Team, NNDR & Valuation Team or Recovery Team)
Responsible to (day to day issues)	Revenue Team Leader (Council Tax Team, NNDR & Valuation Team or Recovery Team)
Accountable to (line manager)	Revenue Manager
Salary grade	G
JE ref	FIN120

1. Key purpose of job

• To correctly administer claims for local and national benefits, and to collect and enforce payment of local taxes resulting in the maximisation of Council income.
• To act as the  first  point of contact for the processing team to provide significant technical daily support to enable accurate processing of high volumes of complex Benefits claims, and Council Tax, Working Age Council Tax Reduction, Business Rate and Business Improvement District (BIDs) cases involving the billing and recovery of outstanding money owed to the council while leading to a successful resolution for the customer.
• To provide accurate and efficient responses to high volume of daily enquiries that relate to Benefits, Council Tax, Working Age Council Tax Reduction, Business Rate and BIDs, through a range of established communication methods, ensuring a high level of customer satisfaction is maintained.
• To undertake all necessary checks and required investigations to fully answer service level enquiries/requests, complaints, member enquires and MP requests and Valuation Tribunal cases within both corporate and statutory timescales, involving Council Tax, Working Age Council Tax Reduction, Business Rate and BIDs, and to deal with Housing Benefit and Council Tax Benefit Appeals at all levels from internal reconsideration through the First Tier Tribunal (Social Entitlement Chamber) and, where appropriate, challenging First Tier Tribunal decisions at the Upper Tribunal.
• To undertake, monitor and maintain a comprehensive quality assurance process across all areas within Revenue and Benefits minimising the risk of fraud and error in accordance with Government targets.
• To support Torbay Council to achieve published KPI’s relating to Revenue and Benefits.
• To work across wider Council services ensuring records relating to Revenue and Benefits are accurately maintained supporting the maximisation of income to the Council, whilst minimising fraud and error.
• To assist Team Leaders by acting as a point of reference and technical guidance for answering enquiries from the processing team, to support the maintenance of accurate records  covering all aspects of Revenue and Benefits through the preparation,  and delivery of staff training.
• To use technical knowledge to analyse daily systems reports and undertake required actions to maintain the integrity of Housing Benefit, Council Tax and Business Rate records.
• To ensure all relevant Council policies covering Health and Safety for home visits and lone working are followed and that all staff work within Data Protection regulations.

2. Anticipated outcomes of post

• Council Tax, Business Rate bills, BID invoices, Housing Benefit, Working Age Council Tax Reduction and Council Tax Support claims are processed accurately and efficiently, enabling effective income collection and minimising overpayments, while maximising Department for Work and Pensions subsidy and supporting the delivery of services to Torbay residents.
• The Revenue and Benefits Managers are supported in to deliver required service improvements through effective timely reporting, target setting and performance management.
• Current working practices are subject to effective support and challenge, ensuring that processes across Revenues and Benefits are conducive to efficient billing, accurate entitlement, and timely income collection and payment to customers.
• Innovation is considered in all aspects of service delivery. The successful implementation and integration of new system processes, updated software and improved ways of working lead to increased income collection, improved accuracy and efficiency, and enhanced reputation for the Council.
• Council policies are accurately followed when supporting and working with customers identified as vulnerable or financially struggling. The most appropriate solutions are identified and utilised to balance the Council’s requirement to maximise income with minimising the impact or hardship on individuals, including reducing the risk of homelessness and hardship.
• Fraud and error are prevented from entering core operating systems through adherence to quality assurance standards and robust checking processes across all areas of the Revenues and Benefits service.
• Customer enquiries and complaint investigations are undertaken impartially and in accordance with corporate policy, leading to improvements in service delivery and ensuring a high standard of customer care. Customers are supported to resolve multiple debt issues through a single point of contact.
• To represent the Council effectively at Valuation Tribunals in connection with appeals concerning Council Tax liability, discounts, exemptions, and service of completion notices. The service also works closely with external and partner organisations including enforcement agents, government departments, voluntary sector organisations, judiciary, and insolvency services.
• The service has a clear strategy for improving quality, and the quality checking process is effectively implemented across all areas of Revenues and Benefits, contributing to the reduction of outstanding debt owed to the Council.
• All relevant Council policies related to staff conduct and working practices, including health and safety, equality, diversity and inclusion, data protection, and information security are understood and adhered to.
• Services are delivered in a manner that supports and embraces Torbay Council’s core values of being forward-thinking, people-oriented, and adaptable - always with integrity.

3. List key duties and accountabilities of the post

• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.
• Responsible for supporting a team involved with the daily maintenance of customer’s accounts, applying full legislative and technical knowledge of Council Tax, Working Age Council Tax Reduction, Business Rates, Business Improvement Districts, and the Local Council Tax Support Scheme to ensure the provision of correct advice, accurate billing and recovery of money owed to the Council.
• Responsible for resolving complex and challenging cases escalated by members of the Revenue team involving all aspects of Council Tax and Business Rate liability, discounts, exemptions, valuation, and debt recovery. Using lessons learned to identify and recommend procedural changes and improvements.
• Responsible for ensuring attendance at and full participation in team meetings, appraisals and training to support the team of revenue officers to process work in a timely and efficient manner.
• Responsible for undertaking quality assurance checks of Council Tax, Working Age Council Tax Reduction, Business Rates and BID records, and supporting Team Leaders with the completion and monitoring of individual team member performance against agreed targets.
• Responsible for investigating and responding to service level enquiries, complaint investigations, Member and MP enquiries, dealing with Subject Access and Freedom of Information requests in line with corporate policy and preparing cases involving disputes in Council Tax including representing the Council at Valuation Tribunal hearings.
• Responsible for the daily monitoring of cash allocation reports, financial assessments and payment arrangements to ensure the effective recovery of Council Tax and Business Rates income, advising where appropriate the taking of alternative recovery action based on the customer’s individual circumstances.
• Responsible for identifying vulnerable residents who may require additional support services due to their circumstances, utilising the services of the visiting officers where appropriate and the effective monitoring of cases subject to Breathing Space regulations.
• Responsible for supporting and assisting Team Leaders:
  • to undertake regular reviews of Council Tax and Business Rate records and the annual Business Rate review process. 
  • to prepare cases for Liability Order hearings at the Magistrates Court. 
• Responsible for acquiring and maintaining full technical knowledge of the work of His Majesty’s Revenue and Customs Valuation Office Agency to enable accurate processing of the Council Tax list and Local Rating Lists.
• Responsible for overseeing maintenance of the Council Tax and Business Rate property data base to ensure records align with His Majesty’s Revenue and Customs Valuation Office Agency Office Council Tax and Local Rating List while conforming to British Address Standard 7666 which is cross matched the Corporate Local Land and Property Gazetteer.
• Responsible for assisting in increasing the tax base for Council Tax and Business Rates, through:
  • identifying and informing relevant property changes to HMRC Valuation Office Agency. 
  • ensuring Business Rate and Council Tax Valuation Office schedules are processed within agreed timescales.
  • monitoring the work of the visiting officers to ensure planning applications and building control notices are monitored, completion notices are issued and the Council Tax and Local Rating list to be accurately maintained.
• To support the Revenue Manager with the accurate and timely completion of required statistical information in support of achieving KPI’s.
• Responsible, as the first point of contact, for responding to enquiries received from wider Council teams such as Customer Services, Environmental Health, and SWISCo relating to Council Tax that allow these departments to carry out their duties effectively.

4. Budgetary/Financial Responsibilities of the post

• None. 

5. Supervision/Line Management Responsibilities of the post

• Providing support and technical advice to other team members and supporting Team Leaders with monitoring team member performance, including undertaking quality assurance checks on work completed.

6. Working environment and conditions of the post

• Normal working conditions. 

7. Physical demands of the post

• Normal physical demands. 

8. Specific resources used by the post

• Normal Resources. 

9. Key contacts and relationships

External

• The general public, including Torbay residents and businesses.
• Government departments and statutory agencies, including Department for Work and Pensions, Social Services, His Majesty’s Revenue and Customs Valuation Office Agency, Probation Service, Immigration Service, Pension Disability Service, Valuation Tribunal, Courts, Ombudsman.
• Other public bodies, including other local authorities, Torbay and South Devon NHS Foundation Trust, Police, Fire Service.
• Voluntary, community and social enterprises, including Citizens Advice, Age Concern, Brixham Does Care.
• Internal and external auditors, including Devon Assurance Partnership, Grant Thornton and Bishop Fleming.
• Council suppliers, such as Civica.
• Letting agents, property owners, housing associations and supported accommodation providers.

Internal

• Other Council departments, including Housing Options, Housing Standards, Planning, Building Control, Environmental Health, Counter Fraud.
• Senior Leadership Team, Finance Directorate staff and Members.

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job.

Other Information

• All staff must commit to the Workplace Equality, Diversity and Inclusion Practice and Policy.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Children’s Services are the Safeguarding Leads for the Council.
• The office location for the post is Tor Hill House but the post holder may be required to move their base to any other location within the Council at a future date.
• The post is eligible for both permanent office and hybrid working.
• You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
• The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements.  Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• If this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing www.gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Senior Revenue Officer
Strategic team/Directorate	Finance
Service	Revenue and Benefits
Business unit	Revenue (Council Tax Team, NNDR & Valuation Team or Recovery Team)

Skills and effectiveness

Essential skills and effectiveness

• To be numerate, literate and have effective communication, interpersonal and diplomacy skills, with the ability to:
  • supervise and support other members of the team,
  • interpret and apply legislation/regulations, explain and advise on policies and procedures,
  • translate complex information and decisions to customers who may be vulnerable, in sensitive or contentious situations or where there is conflict,
  • to remain polite and courteous, demonstrating empathy, initiative and integrity, particularly when assisting customers in challenging situations.
• The ability to work on own initiative and use own discretion and judgement, when carrying out own role and supporting other members of the team.
• Excellent IT skills and the ability to accurately update relevant databases and document imaging/workflow systems by accurate entry of data whilst achieving defined accuracy and output targets.
• A proven methodical and flexible approach to work, with the ability to:
  • make effective decisions, advise others and undertake all necessary actions in a timely manner to deliver service priorities and maintain customer satisfaction levels.
  • work quickly and accurately responding to conflicting demands, changing priorities and challenging deadlines.
  • work collaboratively and effectively across the diverse services and business units within the Directorate.
  • learn, develop new skills, assimilate new ideas and procedures quickly and effectively.
  • take the initiative, working effectively both independently and as a team member. 
  • plan ahead and manage own workload and oversee the work of others.
  • manage regular change effectively.
• Ability to deal with confidential information in an appropriate manner.
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.

Desirable skills and effectiveness

• To be an effective team player.
• The ability to establish, maintain and develop effective working relationships with internal departments, including service users, delivery partners, Members and colleagues.

Knowledge

Essential knowledge

• Extensive knowledge and understanding of Council Tax and Business Rates, including full knowledge of applicable law, policies and statutory guidance. 
• Extensive knowledge and understanding to enable the effective resolution of disputes. 
• Understanding of Council policies, aims and objectives.
• Extensive knowledge of Microsoft Teams / Office and other computer packages and reporting systems.
• Knowledge of the principles behind the General Data Protection Regulations and able to take appropriate action if breaches are identified.

Desirable knowledge

• In depth knowledge of Council Tax and Business Rate and debt collection procedures and legislation.
• Knowledge of how to prepare and present financial statements and information.  
• Knowledge of Electronic Document Image System and Workflow.
• Understanding of Magistrates Court and Valuation Tribunal process.

Experience and achievements

Essential experience and achievements

• Experience of working independently.
• Experience of effective decision making. 
• Experience of working in a customer service environment, including investigating and interviewing people in a respectful manner. 
• Experience of working in a multi-disciplinary role. 
• Experience of using Microsoft Teams/Office (or similar online application).
• Experience of quality checking. 
• Experience of working with Service Level agreements and customer complaints.

Desirable experience and achievements

• Experience of supervising others.
• Working with other teams.
• Experience of working in a finance role.
• Experience of working in an administrative team environment. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Educated to GCSE A Level / NVQ 3 standard or equivalent
• Evidence of continuous professional development.

Desirable qualifications/professional memberships

• GCSE A-C to include English and Maths.
• ECDL or similar Microsoft Office qualification.
• Customer Services NVQ level 2.
• Institute of Revenues, Rating and Valuation (IRRV) Apprentice or Technician qualification.

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people.
• Ability to travel efficiently around the Bay/South West/UK in order to carry out duties.
• Ability to accommodate occasional homeworking.