Case Management Officer

Business Smart Solutions is proud to be working with an LA in Hampshire to source a Revenues Officer (Council Tax / Business Rates).

Our client is committed to making a positive difference for all the residents, businesses and visitors to the council and are proud to be delivering on otheir promise to create sustainable communities and increase employment & wellbeing opportunities for all.

Your new role

Day to day the team use various IT systems including MS Teams, O365, IDOX and Academy. With our reliable IT, we can work efficiently either remotely from home or in our modern Eastleigh office. We maintain contact with each other through MS Teams so that we are all well supported to give our best at work.

About you:
Level 1

You must have excellent communication skills, able to prioritise and have experience of dealing with multiple queries. You will also need to be self-motivated, positive to change, prepared to gain new skills as well as having a flexible, can do attitude. You will also be required to demonstrate an ability to handle varying data and queries, remain calm and professional even when the pressure of workload is high. Council Tax and /or Business Rates experience is desirable, so please do highlight your knowledge about the administration of Council Tax and/or Business Rates. Alternatively if you are new to Revenues with plenty of other transferrable skills and experience, and have a strong customer service ethos then please do highlight this, as full training in Council Tax and Business Rates will be provided.

We pride ourselves on managing workloads well and staying on top of our work, because we know that this is the most efficient and effective way to provide customers with the service they need.

**Requirements**:
1. You must have extensive current experience (minimum 2 years) across Council Tax and/or Business Rates administration

2. You will be able to demonstrate up to date experience of dealing with more complex cases, providing support, and training to colleagues, and operating with minimum supervision from Team Leaders in Council Tax and/or Business Rates

3. You will need to be resilient, adaptable and enjoy being part of a great team

4. You will be proactive and able to liaise with Specialists when appropriate

Ensuring accurate, professional, and timely case management of service requests is provided to customers that supports the customer and the council’s service delivery objectives.
- Ensure policies, procedures, and workflows for dealing with all service requests are adhered to.
- Assist in ensuring the provision of fit for purpose service delivery systems and processes and ensure verification of all supporting documentation.
- Ensure strict confidentiality is maintained and data protection rules followed.
- Promote knowledge and understanding of case management processes and systems across the Council.
- Identify improvements in customer and service provision, identifying synergies between service areas and where work activities overlap, reporting to Team Leaders so work areas can be combined appropriately.
- Manage customer interactions promptly and effectively, establishing the nature of the enquiry and then acting or referring to another team. Ensure that the customer’s preferred method of contact is captured and maintained.
- Promote customer self-service where appropriate and proactively market the benefits of digital and self-service channels to all customers.
- Ensure all customers are treated fairly and support and advice given based on their individual needs.
- Share knowledge and experience with others.
- Work with other team members to organise and manage workloads effectively, ensuring that all customer and performance standards and targets are achieved.
- Assessing risk, identifying potential fraud and working on complex cases in conjunction with Specialists.
- Actively develop and maintain knowledge of Council services, processes and procedures.

Level 1:

- Understanding of customer focused, service delivery role
- Proven ability to analyse and respond to requests and understanding when to escalate a case.
- Proven ability to be accurate, detailed and professional in approach to work.
- Proven ability to deliver high standards and good customer service.
- Strong ICT skills and proven ability to learn new systems quickly.

Level 2:

- Some experience (minimum one year) of working in a customer focused, service delivery role and good admin skills.
- An understanding of the relevant legislation and regulations applied to area of service delivery.
- Proven ability to analyse and respond to requests and understanding when to escalate a case.
- Proven ability to be accurate, detailed, and professional in approach to work.
- Proven ability to deliver high standards and good customer service.
- Strong ICT skills and proven ability to learn new systems quickly.

Level 3
- Extensive experience (minimum 2 years) in working in a customer focused, service delive