Job Introduction
The pay rate for this role will be £31,537 (pro rata for part time colleagues)
This role sits within a well defined pay band, offering clear progression as you grow your career at BCP. Without exception all new starters begin at the entry point of the band, ensuring fairness and consistency across the organisation. Be part of a forward thinking workplace where you’re supported to grow and you can truly #BeTheDifference at BCP.
Learn more in our ‘More than just a job’ brochure on our careers site.
Role Purpose
The purpose of the role is to assess, process and take decisions on customer liabilities and entitlement to discounts, ensuring that customers receive the right outcomes. You will be working to defined objectives with support from more senior colleagues and specialists.
Prompt and accurate billing of Council Tax is crucial to the Council and whilst the focus of the role will be the billing of Council Tax, there will be opportunities to learn the recovery processes as well.
Main Responsibilities
You will be:
- Reviewing and assessing customer applications, in accordance with well-defined procedures, protocols and entitlement rules, to determine their Council tax liability including eligibility for a range of discounts and exemptions. This will involve reviewing submitted forms and documentation and may involve discussions with customers
- Checking and verifying documentation provided by customers in accordance with strictly defined requirements, to ensure that documents provided are applicable and correct.
- Communicating decisions regarding eligibility, entitlement, and liability to customers, so that they understand and accept the decision taken, and the reason for it.
- Issuing correspondence and letters using standard templates, so that customers receive clear and appropriate written correspondence and confirmation.
- Providing information and advice in response to enquiries on complex issues relating to council tax, so that customers understand the procedures and requirements, and receive helpful, accurate advice. There will also be a need to signpost and refer customers to other services.
- Arranging and negotiating 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.
- Escalating and referring more complex or specialist cases to colleagues, so that cases can be dealt with appropriately.
- Maintaining accurate records and case notes on specified systems and in line with defined standards, so that information is accurate, up-to-date, accessible, and auditable.
- Co-ordinate activity around new properties to support taxation and benefits, including liaising with respective parties such as the Valuation Office Agency and agreeing completion dates.
The Ideal Candidate
The ideal candidate should have:
- NVQ Level 3
- Experience of customer-facing service delivery.
- Experience of complex processing.
- Knowledge of a range of systems.
- Ability to manage and prioritise workload to meet deadlines.
- Ability to communicate technical and complex procedural information to customers.
- Ability to communicate with empathy and assertiveness.
It would be desirable, but not essential, to have
- Detailed knowledge of processes, procedures and protocols relating to the assessment and processing of benefits/council tax/business rates applications.
- Knowledge of legislation and regulations relating to benefits/rates/council tax.
- IRRV Technician Qualification
There are currently two roles being advertised, one part time role at 22.5 hours and a full time role at 37 hours.
For an informal chat about the role, please contact Richard Cooke on 01202 118517
Please note, this role is not eligible for visa sponsorship and we can only consider applicants with existing right to work in the UK.
At BCP Council, inclusion is more than a promise – it’s how we work.
We’re committed to providing a fully inclusive recruitment process ensuring every candidate and colleague has the support and reasonable adjustments they need to thrive.
From the moment you apply, through the recruitment process and throughout your career with us, we’ll be here to listen and provide the help and support you need.
It’s why we’re proud to be a Disability Confident Employer – and why you can trust that we’ll always do our best to make your experience positive and accessible.
If you require any reasonable adjustments or support during the recruitment process, please let us know when you apply or contact us directly – we’re here to help. For further information on the accessibility support we can offer please see here: Preparing for your interview | Working for BCP
About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.
Our Benefits
A Place to Thrive – Join BCP Council
At BCP Council, we’re not just building a workforce— we’re transforming how we recognise and reward our people.
Check out our attractive enhanced benefits and find out more about the new Pay and Reward package at (Employee benefits | Working for BCP link to careers page)
Be the difference - Join an organisation that values you
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