ENFORCEMENT SUPPORT OFFICER
Job Description
Job Category : Admin / Clerical
Location : Laurence House – Fourth Floor, Lewisham Council
Hours Per Week : 35.00
Start Date : Immediate Start
Start Time : 11:00
End Time : 19:00
Salary: £20.59
Main Purpose of the job:
• The efficient and effective collection of revenue in accordance with legislation and service objectives. To make enquiries to trace the whereabouts of absconders.
• To have professional competence in all aspects of internal and external customer enquiries and to ensure that all customers receive a courteous, approachable, helpful and professional service.
• To work as part of a team supporting Enforcement Agents dealing with the collection of varied Revenue Income streams.
• Deal with complex queries including complaints by correspondence, telephone, interview face to face and electronically, ensuring; timely, accurate, appropriate responses and suggest remedial action where weakness in service delivery is identified.
• Upload records onto the computer and cleanse data as appropriate.
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Summary of Responsibilities and Personal Duties:
Summary of Responsibility and Personal Duties are intended to be a guide to the range and level of work expected of the postholder. This is not an exhaustive list of all tasks that may fall to the postholder and employees will be expected to carry out such other reasonable duties which may be required from time to time.
1. The postholder reports to the Enforcement Agent Team Leader.
2. Planning own daily schedule of work allocated to them by the Enforcement Agent Team Leader or other senior managers.
3. The post holder has no line management responsibility or supervisory responsibility but at times will be required to provide training and supervision on specific tasks to trainees and other officers.
4. The post holder may be required to work evenings, weekends and occasional public holidays, in order to meet service requirements.
5. To deal with all internal and external customers enquiries in a courteous, approachable, helpful and professional manner.
6. Good knowledge and use of the internal memo system to help gather information and share this with other council Departments.
7. Deal with customer enquiries within specified timescales.
8. Interview customers and make arrangements for payment.
9. Account for monies received and control the use of a manual receipt book and other documents, in accordance with the Council’s policies and procedures.
10. Ensure that all Controlled Goods Agreements are kept in a secure place and available on request to justify fees applied.
11. Support the enforcement Agents by assisting with the allocation of their work load cases.
12. Enter reports via appropriate devices/databases in accordance with the Councils processes and procedures.
13. Comply with procedures to maintain an accurate database, fulfill audit requirements and meet/ exceed internal and external accreditations.
14. Provide information, support and advice to stakeholders and other services in order to meet the Council’s overall standards in service delivery and customer care
15. Be able to differentiate between those avoiding payment and those who may need a more sympathetic approach, with knowledge of welfare rights.
16. Identify training needs, assist in preparation and delivery of training and to undertake training as required.
17. Ensure all necessary action is taken to collect revenue efficiently and effectively.
18. Keep the Team Leader informed of all matters concerning the post holder’s workload on a regular basis.
DEPARTMENT: Revenues GRADE: SO1
Note to Candidates
The Person Specification is a picture of the skills, knowledge and experience needed to carry out the job. It has been used to draw up the advert and will also be used in the shortlisting and interview process for this post.
Those categories marked ‘S’ will be used especially for the purpose of shortlisting.
If you are a disabled person, but are unable to meet some of the job requirements specifically because of your disability, please address this in your application. If you meet all the other criteria you will be shortlisted and we will explore jointly with you if there are ways in which the job can be changed to enable you to meet the requirements.
Knowledge Application/Interview
1
Equal Opportunities
Commitment to the Council’s Equal Opportunities policies and an aptitude for extending Equal Opportunities in service delivery.
Experience of applying Equal Opportunities to working practices in own area of work.
2
Knowledge
Detailed knowledge of Council Tax and Business Rates and Sundry Debts Enforcement legislation
Knowledge of Welfare Rights issues.
Detailed knowledge of Taking Control of Goods legislation and fee structure
Good knowledge of monitoring computerised workflow systems
Working knowledge of the Magistrates Court, County Court and High Court proceedings for the recovery of unpaid revenue and ability to represent the council as necessary.
Knowledge of Lone Working Policy
Knowledge of excellent practice in customer care
3 Aptitude to;
Work effectively across service areas
Think laterally to develop creative and innovative solutions
Undertake work place assessments in line with Health and Safety requirements
4
Skills
Good level of written communication skills
Good level of verbal communication skills and public speaking
Good level of administrative and organisational skills
High level of interpersonal skills
Excellent time management
5
Demonstrate Experience of:
Working within a Revenues or similar environment.
Planning, managing and monitoring programs of work
Interpreting and applying legislation.
Experience of managing conflicting priorities, under pressure, to meet service objectives
Experience of dealing with challenging customers
6
General Education
Sufficient to enable the preparation of statistical data, interpret legislation, produce reports, respond to complaints and present information to Senior Officers.
7
Personal Qualities
Flexible
Assertive
Self Motivated
Positive attitude towards change
Decisive
Commitment to delivering a responsive service and excellence in customer care
8 Circumstances
Comply with dress code
Occasionally attend evening meetings
9
Physical
Must meet LBL requirements for the post, including an eye test.