Revenue Officer

Fully Remote Role

Job Role

To process and administer customer applications and records relating to benefits/business rates/council tax/ financial assessments, to ensure that customers receive the right outcomes.

This role will support the process by undertaking calculations and more straightforward assessments, making decisions within a framework with regards to eligibility, assessment, payments, and liabilities.

Key Accountabilities

Collect information and data from various sources, and input this into various systems and calculations to ensure that data considered is accurate and available.

Undertake calculations and straightforward assessments, in accordance with legislation, defined procedures, protocols and rules, to determine liability for charges and eligibility for specific discounts, reliefs, exemptions or straightforward benefits and payments.

Check and verify documentation provided by customers in accordance with strictly defined requirements, to ensure that documents provided are applicable and correct.

Issue correspondence, letters and bills using standard templates, so that customers receive clear and appropriate written correspondence and confirmation.

Provide information and advice to customers in response to enquiries on issues relating to benefits, council tax, business rates, financial assessments, or debt-related matters, so that customers understand the procedures and requirements, and receive helpful, accurate advice (this may be in writing, in person, or over the telephone). There will also be a need to signpost and refer customers to other services, as well as supporting colleagues in the contact centre and customer service network.

Arrange with customers for the settlement of arrears, in accordance with defined protocols and procedures, so that the Council can recover and receive monies owed effectively. This includes processing payments.

Escalate and refer complex or specialist cases to colleagues, so that cases can be dealt with appropriately.