We have an exciting opportunity for a proactive, motivated and dynamic individual looking for a challenging role in a busy and fast-paced environment within the revenues and benefits service. This role provides an excellent opportunity to shape and influence the development of a new team.
We offer a friendly and supportive working environment and highly value our people.
You will be leading and managing the training and quality assurance team to provide support to our revenues and benefits operational teams, ensuring that a consistent high-quality service is provided to the residents of Norwich.
You will manage and support the reviews, appeals, and tribunal casework team.
You will also oversee the training requirements and delivery for the customer contact team and other service areas as required.
Ensure that the Revenues & Benefits service delivers an efficient, effective, and value-for-money service to the public and to internal users at all times, meeting targets and service standards in all areas.
Manage complaints, data subject access requests, and FOI requests, ensuring these are completed within corporate timescales.
You will develop and enhance the service, ensuring a consistent and professional approach is maintained, collaborating with managers across the council and external partners and stakeholders.
You will be responsible for the day-to-day management of a team of specialist revenues and benefits officers, providing support and guidance.
You will support senior managers with audits.
You will act as required in the absence of the operational manager(s).
You will ensure that the service complies with new and existing revenues and benefits legislation and working practices in line with benchmarking and good practice.
Lead by example and deliver excellent customer service at all times.
You will be responsible overall for the training and development of officers in revenues and benefits, customer service, and other service areas as required.
You will assist with delivering presentations to staff across the directorate and other groups internally and externally where appropriate.
You will be highly motivated, organized, flexible, and methodical with excellent attention to detail.
Be an excellent communicator capable of keeping managers and colleagues well informed.
Ability to manage and motivate a team to maximize performance.
Have great planning and prioritization skills to support project delivery and to meet tight deadlines and performance targets.
Ability to work effectively under pressure.
Ability to understand and apply complex and changing legislation.
Ability to cope with a high volume and pressurized environment where customers are often under a high degree of personal/financial stress.
Ability to explain complex decisions verbally and in writing to customers and colleagues, with the ability to adjust the style or nature as appropriate.
Minimum Qualifications:
1. GCSE English & Mathematics pass or equivalent,
2. Technical or professional qualifications (Institute of Revenues, Rating and Valuation - IRRV),
3. Significant relevant experience in one or more of the specialist areas, or
4. Willing to undertake a professional qualification such as the IRRV technician.
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