Job Description

Job info	Job info details
Job title	Senior Revenues & Benefits Systems Officer - 37 hours
Strategic team/Directorate	Finance
Service	Financial Services
Business unit	Financial Services – Revenues & Benefits
Responsible to (day to day issues)	Financial Systems Manager - R&B
Accountable to (line manager)	Financial Systems Manager - R&B
Salary grade	I
JE ref	FIN127

1. Key purpose of job

To act as the operational technical lead for the Revenues & Benefits systems environment, providing specialist expertise in the administration, configuration, development and optimisation of Civica OpenRevenues and associated applications.
To lead the delivery of complex system administration, annual billing, year-end processing, legislative change implementation, testing and system development activity, ensuring system resilience, data integrity and service continuity.
To provide technical leadership, guidance and quality assurance to Customer Focus Systems Officers, acting as the principal escalation point for complex system issues and supporting the development of technical expertise across the team.
To work collaboratively with the Technical & Reporting Officer, Revenues & Benefits Managers, ICT and software suppliers to deliver system improvements, maximise automation and support service transformation.
Evaluate legislative and policy changes affecting Council Tax, NNDR, Benefits and related services, designing and implementing the necessary system changes to ensure compliance.
To contribute to the continuous improvement of Revenues & Benefits services through the design and implementation of technical solutions, system enhancements and efficient working practices.

2. Anticipated outcomes of post

Improved resilience, continuity and technical capability across the Revenues & Benefits Systems Team, ensuring effective support, knowledge sharing and operational cover during periods of peak demand, project delivery and staff absence.
Accurate, timely and reliable system outputs, data extracts and reconciliations to support statutory returns, financial reporting, audit requirements and operational decision-making.
Successful leadership and delivery of key annual system processes, including annual billing and year-end rollover, ensuring system readiness, testing, validation, compliance and effective coordination with the Technical & Reporting Officer.
Enhanced use of system functionality through the identification, design and implementation of system improvements, automation opportunities and revised working practices, supporting continuous improvement across Revenues & Benefits.
A clear and effective technical escalation and quality assurance function for Customer Focus Systems Officers, improving consistency, reducing system downtime and strengthening operational problem-solving capability.
Successful implementation of system developments, upgrades, configuration changes and legislative updates, supported by robust testing, documentation, communication and change control processes.
Improved service resilience, efficiency and compliance through the development and maintenance of technical procedures, standards and best practice across the Revenues & Benefits systems environment.
A positive contribution to the wider management, development and improvement of Financial Services through specialist technical expertise, stakeholder collaboration and the provision of accurate and reliable management information.

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.
Lead the operational administration, configuration, maintenance, development and optimisation of the Civica OpenRevenues system and associated modules, ensuring system resilience, compliance and effective service delivery.
Act as the principal technical escalation point for Customer Focus Systems Officers, providing specialist advice, guidance and resolution of complex system issues.
Lead the technical delivery of annual billing, year-end processing, system upgrades, release testing and major configuration changes, working in collaboration with the Technical & Reporting Officer and other stakeholders to ensure successful implementation.
Lead and coordinate the technical elements of statutory returns relating to Council Tax, NNDR and Benefits, ensuring the provision of accurate system data, reconciliations and supporting information for audit and reporting purposes.
Lead the design, implementation and testing of complex system developments, configuration changes, process improvements and automation opportunities, ensuring appropriate governance, documentation and change control.
Analyse legislative, regulatory and operational changes affecting Revenues & Benefits services and implement the necessary system developments, configurations and procedures to ensure ongoing compliance.
Maintain and enhance data integrity through data cleansing, validation, reconciliation, root-cause analysis and proactive monitoring of system processes.
Monitor, maintain and troubleshoot automated processes, including overnight jobs, workflows, interfaces and scheduled tasks, taking corrective action as required and identifying opportunities for improvement.
Lead the administration of system access, security and user permissions across Revenues & Benefits systems, ensuring compliance with corporate security requirements, audit standards and authentication controls.
Develop, maintain and implement technical procedures, standards, guidance notes and system documentation to support consistency, resilience and knowledge transfer across the team.
Provide specialist data analysis and technical information to support internal and external audits, Freedom of Information requests, statutory reporting requirements and management information needs.
Proactively identify opportunities to optimise system functionality, improve customer and user experience, increase automation and enhance operational efficiency across Revenues & Benefits services.
Work closely with Revenues & Benefits Managers to identify service priorities, technical requirements, development opportunities and system solutions to support service objectives.
Provide technical leadership, mentoring and quality assurance to Customer Focus Systems Officers, supporting skills development, knowledge sharing and consistent working practices.
Undertake additional duties, commensurate with the level of the post, to support the effective operation and continuous improvement of the Revenues & Benefits Systems Team.

4. Budgetary/Financial Responsibilities of the post

To lead and coordinate the production, validation and reconciliation of financial and statutory data relating to Housing Benefit subsidy, Council Tax and National Non-Domestic Rates, supporting the accurate administration of income streams and subsidy claims with a combined value in excess of £95 million, subject to annual external audit.
To evaluate and recommend system developments, upgrades, enhancements and purchases associated with Revenues & Benefits systems, preparing business justifications and technical recommendations for consideration and approval through the appropriate management and budget-holder arrangements.
To contribute to the protection of council income through the maintenance of accurate system configuration, financial controls, reconciliations and statutory reporting processes.

5. Supervision/Line Management Responsibilities of the post

Provide day-to-day technical leadership across the Revenues & Benefits Systems Team, including the allocation, coordination and monitoring of work relating to system changes, testing, configuration, annual billing and year-end activities.
Act as the principal technical escalation point for Customer Focus Systems Officers, providing specialist advice, guidance and resolution of complex system and data issues.
Provide mentoring, coaching and knowledge-sharing support to Customer Focus Systems Officers, promoting technical development, resilience and consistent working practices across the team.
Coordinate technical activities within project and development workstreams, ensuring agreed objectives, milestones and deadlines are achieved.
Identify, assess and escalate operational, technical and project risks appropriately, recommending mitigating actions and supporting their resolution.

6. Working environment and conditions of the post

Normal working conditions.
Hybrid working.

7. Physical demands of the post

Normal physical effort.

8. Specific resources used by the post

Usual IT equipment and accessibility for office working and home working.

9. Key contacts and relationships

External:

All relevant Government departments such as Department of Work and Pensions, Department for Communities and Local Government.
Civica software products at all levels in connection with system support, implementation, and development.
Colleagues within the Open Revenues User Group and Product Enhancement Groups.
Other Local Authorities.
Valuation Office for Council Tax Banding and Local Housing Allowance for Housing Benefit.
External auditors for the annual audit of Housing Benefit subsidy and National Non-Domestic Rates.

Internal:

All levels of Torbay staff from across all departments, in relation to the provision of the reporting infrastructure for their Revenues & Benefits related Business Intelligence requirements (Chief Executive, Directors and Divisional Directors, Chief Finance Officer, Council Officers, Senior Business Partners).
Performance and Risk Management Team, Information Governance Team.
Financial Services Management Team.
Revenues & Benefits team, Corporate Debt team and Customer Services, to provide practical support, advice, and assistance to staff at all levels that have access to Open Revenues and W2.
IT Services to maximise system availability, technical advice, load new software, resolve problems affecting hardware, restoring network connections for remote working.
Finance to provide financial data on income and expenditure for National Non-Domestic Rates, Council Tax, Housing Benefit subsidy, Council Tax Support and Welfare Support scheme grants, as well as other discretionary funds.
Devon Audit Partnership to provide assistance and advice when auditing Civica Open Revenues and cashiering system covering, National Non-Domestic Rates, Council Tax, Housing Benefit, Council Tax Support and Welfare Support.

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.
This post is historically based at Tor Hill House although changes to working from home practices allow for hybrid home 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 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 Revenues & Benefits Systems Officer - 37 hours
Strategic team/Directorate	Finance
Service	Financial Services
Business unit	Financial Services – Revenues & Benefits

Skills and effectiveness

Essential skills and effectiveness

Strong analytical and problem-solving skills, with the ability to investigate, diagnose and resolve complex system, data and process issues independently.
Ability to evaluate and implement new system functionality, technical solutions and working practices in response to legislative, operational and business requirements.
Excellent organisational and time management skills, with the ability to prioritise competing demands and deliver high-profile activities such as annual billing, year-end processing, upgrades and project work to agreed deadlines.
Ability to provide technical leadership and professional guidance to Customer Focus Systems Officers and other system users, promoting consistent working practices and knowledge sharing.
Excellent communication and interpersonal skills, including the ability to explain complex technical concepts in plain English and influence stakeholders at all levels.
Strong attention to detail and commitment to accuracy, particularly in relation to system configuration, data validation, reconciliations and statutory reporting.
Ability to develop and maintain technical procedures, standards, guidance notes and documentation to support operational resilience and business continuity.
Ability to identify, develop and implement system improvements, automation opportunities and technical solutions that improve service efficiency and customer outcomes.
Self-motivated and able to work independently, exercising sound judgement and initiative within a complex technical environment.
Ability to lead technical workstreams associated with system upgrades, module implementations, system development and testing activities.
Ability to build effective working relationships with managers, ICT colleagues, software suppliers and external partners to support successful service delivery and system development.

Desirable skills and effectiveness

Ability to translate complex business, legislative and operational requirements into effective system solutions, configuration changes and process improvements.
Ability to design and deliver technical training, guidance and knowledge-sharing activities to support the development of colleagues and system users.
Ability to contribute to technical project planning, business case development and service improvement initiatives.
Ability to evaluate emerging technologies, system functionality and automation opportunities to support continuous service improvement.

Knowledge

Essential knowledge

Extensive working knowledge of Revenues & Benefits systems administration, development and support, particularly Civica OpenRevenues and associated modules.
Detailed knowledge of system configuration, administration, workflows, automation processes and application support within a Revenues & Benefits environment.
Detailed knowledge of data integrity principles, including data cleansing, validation, reconciliation, system controls and audit requirements.
Sound knowledge of statutory requirements, legislation and business processes relating to Council Tax, Business Rates, Benefits, Council Tax Support and associated Revenues & Benefits services.
Detailed understanding of data security, GDPR, system access controls and information governance requirements relevant to Revenues & Benefits systems.
Detailed knowledge of system testing methodologies, including release testing, regression testing, user acceptance testing and change management processes.
Knowledge of annual billing, year-end processing, statutory returns and associated system activities within a Revenues & Benefits environment.
Knowledge of system development principles and the translation of legislative, operational and business requirements into technical solutions and configuration changes.

Desirable knowledge

Knowledge of workflow design, automation tools, digital forms and customer self-service solutions within a Revenues & Benefits environment.
Understanding of wider local authority finance processes and the relationship between Revenues & Benefits systems, financial reporting, statutory returns and audit requirements.
Knowledge of project delivery, change management and system implementation methodologies.
Awareness of reporting tools, data extraction methods and management information requirements within a local government environment.
Understanding of integrations between Revenues & Benefits systems and associated corporate applications, including document management, payments, authentication and digital platforms.

Experience and achievements

Essential experience and achievements

Significant experience of administering, developing and supporting Revenues & Benefits systems within a complex operational environment.
Experience of investigating, diagnosing and resolving complex system, data and process issues, acting as a technical escalation point for system users and colleagues.
Experience of configuring, maintaining and developing Revenues & Benefits systems, including system parameters, workflows, automation, scheduled processes and system controls.
Experience of leading or coordinating annual billing, year-end processing, system testing, data validation and implementation activities within a Revenues & Benefits environment.
Experience of producing, validating and reconciling system data to support statutory returns, audit requirements, Freedom of Information requests and management reporting.
Experience of working collaboratively with software suppliers, ICT teams and service managers to resolve technical issues, implement upgrades and deliver system improvements.
Experience of planning, testing and implementing system changes, upgrades, enhancements and legislative updates within a live operational environment.
Experience of developing technical procedures, guidance, documentation and working practices to improve consistency, resilience and service delivery.
Experience of identifying and implementing service improvements, automation opportunities or process changes that have delivered measurable operational benefits.
Experience of providing technical guidance, coaching or knowledge-sharing support to colleagues and system users.

Desirable experience and achievements

Experience of leading complex system implementation, upgrade or enhancement projects within a local government environment.
Experience of contributing to procurement activities, supplier evaluation or business case development for ICT or software solutions.
Experience of working with system integrations, digital services, workflow automation or customer self-service solutions.
Experience of participating in user groups, software development forums or supplier product enhancement programmes.
Experience of supporting service transformation, process redesign or digital change initiatives.
Experience of working across multiple service areas or departments to deliver technical solutions and service improvements.

Qualifications/professional memberships

Essential qualifications/professional memberships

Educated to A-Level standard or equivalent vocational qualification, or able to demonstrate significant relevant experience in Revenues & Benefits systems administration, development and support.
Evidence of continued professional development in Revenues & Benefits systems, ICT, business systems administration or related disciplines.
Willingness and ability to undertake relevant technical, legislative and professional training to maintain and develop specialist knowledge.
Evidence of specialist technical training or substantial practical experience in the administration, configuration, development or support of business-critical systems.

Desirable qualifications/professional memberships

Technical training, certification or accreditation in Civica OpenRevenues, OpenPortal or other relevant Revenues & Benefits systems.
Relevant ICT, systems administration, business analysis or data management qualification.
Project, change management or service improvement qualification (e.g. PRINCE2, Agile, Lean or equivalent).
Formal training or qualification in SQL, reporting tools, workflow design, automation or digital services.
Membership of, or active participation in, relevant professional or technical user groups, forums or networks.

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 Torbay, the South West and wider UK as required to undertake duties, attend meetings, training and supplier events.
Ability to work effectively in a hybrid environment whilst maintaining service delivery, communication and collaboration with colleagues and stakeholders.