Council Tax Collection Officers/admin

5 months ago

Exeter, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Temporary Council Tax Collection Officers/Admin**

**Job Ref: Exeter 5248138**

**Pay Rate: £13.02 per hour PAYE**

**Hours per week: 37 Monday - Friday, normal working**

**Role Length: This opening assignment is for 2-3 months**

**City: Exeter, Devon**

**Remote working**

**Rate is negotiable depending on experience.**

The purpose of the role is to monitor and control all customer accounts falling into arrears in relation to the recovery of Council Tax and where appropriate, initiate escalation of recovery action.

**Key Responsibilities**:

- Ensure that the recovery of Council Tax arrears is appropriate and proportionate, in accordance with System principles and regulatory requirements.
- Fully understand each customer’s overall debt to the council and agree appropriate and sustainable payment arrangements to clear that debt.
- Provide advice and support to customers in financial hardship, negotiating payment plans, initiating income and expenditure analysis, and exploring sustainable solutions including use of discretionary funds, match funding and income maximisation.
- Daily, proactively preventing debt, by making contact with customers in the early stages of arrears to discuss circumstances and payment arrangements.
- Making appropriate referrals for case working of multi debts to the Senior Collection Officer and dual debts to the Collection Officer.
- Provide a full customer advice and support service by telephone, written and electronic communications and face to face at the council’s offices and to update customer records as necessary. Provision of information as appropriate to external 3rd party customer representatives such as advice agencies and community & voluntary organisations in relation to arrears cases.
- Gather information and make recommendations on cases to be considered for write off.
- Undertake all administrative tasks associated with the team including incoming post, daily adjustments to arrangements, checking cases when escalated action is recommended, updating customer records and other administrative tasks as required.
- Collect Council Tax.
- Deal daily with queries received as a result of recovery action being taken on cases that have fallen into arrears.
- Provide feedback and ideas to improve team performance in relation to failure demand, customer behaviour and other external influences on debt recovery.
- Provide on pull support and advice to colleagues within the System.

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
**Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.**

**Qualifications**:

- IRRV Level 2 Diploma in Local Taxation, Benefits and Advice (QCF) or substantial proven equivalent experience.

**Experience
- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Adequate current experience of working within a high-pressure income recovery and customer focussed environment.
- Council Tax Billing and Recovery experience essential.
- Good current knowledge of Academy Revs & Bens, Capita Housing, Ash, Paris, Access, RKYV Dip and Workflow systems, and associated modules.
- A detailed knowledge of the legal process and procedure in relation to the collection of Council Tax from first reminder up to and including committal.
- A working knowledge of financial customer solutions available including payment arrangement, discretionary funding and write off with the ability to explore sustainable ways to maintain and maximise the council’s income in a customer focussed way.
- An understanding of financial regulation and rules in relation to customer payments e.g. direct debit guarantee.
- A good understanding of security protocols in relation to the taking of customer payments and handling personal and financial information.

**Skills & Abilities**:

- Good communication skills at all levels to deal with frequent enquiries on income collection and related issues with customers, colleagues, members and 3rd party representatives.
- The ability to proactively contact with customers to confidently discuss debt.
- Flexibility to frequently c

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