Revenues Officer

Summary

Responsibilities

• Deliver front-line customer service for both general and intricate revenue-related inquiries.
  
• Handle correspondence and follow-up actions in accordance with established procedures and service standards.
  
• Maintain and oversee account information to ensure accurate liability assessment and billing.
  
• Administer debt recovery processes, coordinating with collection agents and enforcement partners.
  
• Identify and support vulnerable customers and hardship cases, ensuring appropriate referrals.
  
• Offer advice on money management, payment options, and welfare benefits when necessary.
  
• Recommend account write-offs following Council policies and procedures.
  
• Manage summons, recovery actions, disputes, appeals, and account investigations.
  
• Generate statistical, financial, and performance reports as needed.
  
• Apply relevant legislation, policies, and statutory guidance to casework and decision-making.
  
• Collaborate with internal departments and external organizations to support service delivery.
  
• Contribute to process improvements, system maintenance, and service development initiatives.
  
• Support training activities and share knowledge and best practices within the team.
  
• Ensure compliance with data protection, safeguarding, health and safety, and equality and diversity requirements.
  

Essential Experience

• Experience in revenues, debt recovery, financial administration, or customer service environments.
  
• Proven ability to manage customer inquiries and resolve complex cases.
  
• Experience working within deadlines, performance targets, and service standards.
  
• Familiarity with applying legislation, policies, and procedures to operational casework.
  
• Experience identifying technological solutions to enhance service delivery.
  
• Proficiency in using electronic document management and workflow systems.
  
• Ability to produce accurate reports, records, and correspondence.
  
• Experience collaborating with colleagues, customers, and external stakeholders in a demanding environment.
  

Essential Qualifications

• A good standard of general education, particularly in spoken and written English.
  
• Proficient user of Microsoft Office applications, including Word and Excel.
  
• Relevant qualification in Business Administration, Customer Service, Finance, Revenues, or a related field, or equivalent relevant experience.