Description
Customer Accounts Officer & Inspector - Ealing - £13.69 Per Hour - 3 months
ESSENTIAL EXPERIENCE:
1. Demonstrate the ability to interpret Non-Domestic Rates, BIDS and Council Tax charges and account amendments.
2. Ability to use information from various sources to determine appropriate repayment terms, and to conduct negotiation discussions with customers.
3. Ability to use a computerised accounts system to accurately maintain and update Council Tax records, to retrieve information and initiate the section's recovery procedures.
4. Ability to respond to customers enquiries: in writing, electronically, face to face and at Magistrates Court.
5. Ability to manage own workload and reprioritise work according to changing work environment.
ESSENTIAL QUALIFICATION (S):
A recent role in a Council Tax or Business Rates environment or to demonstrably have the necessary skills and knowledge for this position
Additional information about the process
PURPOSE OF ROLE:
To assist, as part of a team, in the recovery of arrears for Non-Domestic Rates, Business Improvement District (BID) balances and Council Tax accounts.
Use office computer systems to maintain accurate records of payments and arrangements (including those made at Liability Order and Committal court hearings).
Pro-active contact with customers to recover arrears and deal with associated customer contacts in a professional and timely manner.
Check and issue bills, recovery notices, enforcement documents and enquiry forms to ensure prompt collection and enforcement of Non-Domestic Rates, BIDs and Council Tax - including the referral of cases to enforcement agents (bailiffs) and other appropriate proceedings.
KEY ACCOUNTABILITIES:
To acquire and maintain a working knowledge of Council Tax, BIDs and Non-Domestic Rates legislation, the office computer systems, security measures, office policies and procedures, so that the following duties are carried out accurately and correctly.
1. To maintain the Council Tax records for the arrears team using office computer systems in accordance with laid down procedures.
2. To ascertain and check all necessary information, using permitted sources and by liaison with other Local Taxation and council sections and outside organisations. To carry out further enquiries and investigations as necessary to verify particular circumstances.
3. To contact those in arrears of Non-Domestic Rates, BIDs and the Council Tax, to deal promptly and efficiently with customers, their agents, and other persons and organisations with a legitimate interest, by telephone, in writing, by email and in person (whether at the reception or at the magistrates court). At all times having regard to the council's Equality & Diversity Policy, the provisions of the Data Protection legislation and adherence to the objective to deliver services to a high level of customer care. To properly record dealings with customers.
4. Refer more complex and contentious matters to senior management.
5. To requesting further information or inspections where necessary.
6. To check and despatch system generated documentation (including rolling review forms, bills, reminders, summonses, Pre -enforcement letters, committal warnings and committal summonses).
7. To maintain accurate payment and instalment details on customer accounts and in particular to promote direct debit as a preferred method of payment. Carry out credit and debit card transactions with customers, whether referring on by telephone, or through letters and/or emails.
8. To assist in the checking of summons prelists, liability order lists, civil enforcement agent (bailiff) prelists and other arrears listings to ensure appropriate enforcement action is taken, recovery action held or cancelled when necessary, or that recommendations/referrals are made to a more senior officer.
9. To use negotiating skills and exercise discretion to make and monitor arrangements with defaulting Council Tax customers, in accordance with laid down procedures and with regard to the particular facts in each case.
10. In conjunction with the returns on financial information request forms, determine suitable cases and issue the necessary documentation for attachments of earnings, deductions from Income Support/Job Seekers Allowance/Universal Credit and other eligible benefit, and referrals to enforcement agents (bailiffs). If appropriate, identify and refer cases for committal proceedings, attachment of members' allowances, Charging Orders, or insolvency proceedings.
11. To assist the Recovery Manager and Senior Officer in representing the Council in court proceedings, including making payment arrangements with customers at the Magistrates Court.
12. To assist with the regular review (through rolling reviews, spot checks, or otherwise) of accounts, as regards eligibility for discounts, disregards and exemptions. To amend records promptly where entitlement to any reduction has changed or can no longer be substantiated due to a failure by customers to provide confirmation of their ongoing eligibility
13. To trace absconded customers, and prepare cases for accountancy write off when all available checks have been made but without success.
14. To assist in the checking of computer reports and take follow up or corrective action where necessary.
15. To check, prepare and process refunds to authorisation stage.
16. To liaise as necessary with enforcement agents (bailiffs) and warrant officers dealing with Council Tax accounts, to check and confirm liability details and account balances.
17.To raise inspection requests or refer cases to the valuation/database team for any properties that may have a property exemption issue, or that may be subject to a change in the Valuation List (eg structural works, demolitions, new builds).
18. To action non-systems items on a regular basis inclusive of Death Lists, accounts as itemised on printed lists, enforcement agent (bailiff) return documents and undelivered notice returns. Ensure the Ealing Housing Benefit Office is informed of any deceased persons when Council Tax Support has been awarded.
19. To assist in the maintenance of accurate information for, and recording of, meaningful office statistics.
20. To adhere to all Council policies and procedures.
21. To be aware of, promote and contribute to continuous improvement in service delivery.
22. To perform any other duties of a comparable or less demanding nature as may be required by Senior Management, as a result of needing to ensure the workloads of the Non-Domestic Rates and Council Tax Sections are met, having due regard to available resources within the office, to ensure the effective working of the Section.
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