Benefits and Revenue Support Manager
Service: Finance Services
Grade scale: Grade 4 Level 9
Reports to: Finance Manager
Purpose of the job
Responsible for the operational and strategic management of the council’s integrated benefits and council tax systems and the council’s Blue Badge system, maximising system availability, maintaining the integrity of these systems from a legislative perspective, developing improvements, and contributing to policy and procedures ensuring an effective service delivery.
Key tasks and responsibilities
- Develop continuous improvement strategies and system enhancements to streamline and improve service delivery.
- Monitor an integrated performance management framework for all elements of the Benefits Processing Centre, reporting to senior management and external stakeholders.
- Initiate and contribute to the agreement of technical solutions for benefits and revenue functions, to liaise and co-ordinate internally with IT and externally with software suppliers to develop continuous improvement strategies and systems to streamline and improve service delivery.
- Ensure the benefits and revenue systems function operates within its allocated budget and agreed efficiencies are achieved.
- Responsible for the operational and strategic management of four key areas within the Benefit and Revenue Service, including developing and implementing policy and procedures.
- Manage the administration and collection of revenue streams with a value in excess of £500m per annum, developing policy and procedures to ensure an effective service delivery and achievement of key performance measurements as set and reported to elected members.
- Manage the contract for external Sheriff Officer and Debt Collection services involving the placement of debts in excess of £20m per annum, ensuring full compliance with Data Protection principles.
- Manage a Customer Contact Centre for Council Tax Recovery enquiries, Non-Domestic Rates enquiries and Sundry Income enquiries, developing policy and procedures to ensure an effective service delivery.
- Ensure that the Revenues administration and collection functions operate within allocated budget and that agreed efficiencies are achieved.
Person specification
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Criteria |
Essential |
Desirable |
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Education, qualification and Training |
In depth understanding of Housing Benefit, Council Tax Reduction and Council Tax legislation and related systems |
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Skills, knowledge and experience |
Demonstrate the ability to work accurately under complex legislative guidance and have previous experience of working to targets and timescales Excellent customer service skills and be able to demonstrate practical knowledge of IT packages Demonstrate a detailed knowledge of relevant legislative and statutory procedures, the regulatory framework, and influences in relation to the benefit and revenue functions and related services Ability to work collaboratively, forming effective relationships across teams and services, and drive forward a culture of best value, teamwork, accountability and success Demonstrate effective communication skills Build effective networks and drive for excellence in customer care Be a supportive leader and have the interpersonal skills to support, manage and lead a high performing team |
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Personal qualities |
Strong commitment to service delivery and continuous improvement. To demonstrate behaviours consistent with honesty and openness: treating people consistently, fairly and with respect To work in a flexible, adaptable manner and to always act with discretion and tact |
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Other |
Inclusive and supportive team player |
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Safer recruitment checks
As part of our approach to good practice and safer recruitment we carry out a number of pre-employment checks
- Asylum and Immigration right to work in the UK.
- Reference check: external candidates require 2 references, one of which must be from their present or most recent employer. Internal candidates require 1 reference from their current line manager.
- Candidate Disclosure Scotland check, where applicable.
Behaviour framework
The council’s behaviour framework is a set of core behaviours that defines how employees approach work to enable the delivery of key tasks for the role. The expected behaviours for this role are:
Efficient
- Use initiative and drive to improve and develop systems and processes to increase efficiency achieving better outcomes in service delivery.
- Suggests ways to improve how others organise their own work.
- As a manager or professional/expert you actively seek solutions to deliver improvements and involves others in the development of solutions and improvements.
- Agrees SMART objectives for both team and individual employees reviewing progress to achieve successful outcomes.
- Manage budgets with no overspends and applying the council’s financial policies and procedures.
- Ensures sustainability and environmental awareness practices are being implemented and that they inform the development of new projects/initiatives.
Flexible
- Anticipates and responds flexibly to changing priorities and modifies practice to meet changing environment.
- Identifies and implements new ways of working.
- Supports individuals and team at times of both organisational and personal change making appropriate adjustments to accommodate individual needs where required.
- Expresses a positive approach to change and promotes the benefits of change to team and colleagues.
- Actively listens to customer feedback and takes action to improve customer experience.
Performing
- Use professional expertise and knowledge to ensure the council is leading best practice to improve outcomes.
- Ensure that the council is meeting its legislative and statutory requirements by keeping abreast of new initiatives and legislation.
- Evaluates and reviews the impact of service improvements from the customers perspective.
- Identifies trends and creates solutions.
- Ensuring that health and safety practices, policies and procedures are applied keeping employees and customers safe and minimising workplace accidents and injuries.
- Implements the council’s maximising attendance policy and procedure ensuring action is taken and recorded on people connect.
- Considers risk in the context of service development and delivery.
Working with others
- Promotes a positive team environment with good morale.
- Works with other teams and colleagues internally and externally, developing relationships and sharing knowledge, ideas and expertise to achieve outcomes.
- Provide objective and constructive advice and support if tensions arise.
- Shares knowledge with internal and external colleagues to achieve common objectives.
- Giving praise and recognition for good work.
- Use professional identity and expert knowledge to work across disciplines breaking down professional barriers to improve outcomes for individuals and communities.
- Encourages colleagues to consider different perspectives in their work.
- Adapts communication to encourage desired behaviour.
Leading
- Understands what needs to be achieved and ensures that this is communicated to team members.
- Expresses positive expectations of others to support their development.
- Recognise individual and team achievements thanking and praising others.
- Maintain a positive approach and motivate team when things go wrong or demands are high.
- You identify talent and provide opportunities for those individuals who wish to progress or learn new skills.
- Takes responsibility for personal and team development needs taking account of learning styles and available learning/training methods of delivery.
- Uses professional judgement/expert knowledge to make informed decisions.