Business Rates Customer Accounts Officer

Essential Employment; Greater London; On-site; GBP 24,000 - 34,000; Full time

Job summary

Essential Employment is seeking a Business Rates Customer Account Manager in North West London on a full-time temporary basis. The role focuses on administering and recovering Business Rates accounts and supporting NEC3/NEC4 contracts, ensuring accurate billing and compliant processes.

You will handle liability determinations, issue bills and reminders, manage arrears recovery, liaise with enforcement agents, and monitor contract performance against KPIs, delivering professional customer

Responsibilities

• Business Rates Administration: Maintain accurate Business Rates accounts and records; determine liability; process amendments and refunds; issue bills and enforcement docs; promote direct debit.
• Debt Recovery & Enforcement: Manage arrears, negotiate repayments, review for enforcement actions, liaise with enforcement agents and courts.
• NEC Contract Administration: Support NEC3/NEC4 contract administration, monitor performance, assist with changes, maintain records and audit trails.
• Customer Service: Respond to enquiries by phone/email; provide guidance on liability and billing; resolve complaints; deliver high quality service.
• Performance & Reporting: Monitor collection rates and KPIs; produce management information and reports; support process improvements.

Job description

Business Rates Customer Account Manager needed in North West London Paying £20.96 per hr ref 9494 -1

Full time hours on a temporarybasis

Purpose of the Role

To administer and recover Business Rates accounts while providing specialist support for contracts managed under NEC3 and NEC4 frameworks. The postholder will ensure accurate billing, collection, recovery, customer account management, and contractor performance monitoring, while maintaining compliance with Business Rates legislation and contractual requirements.

Key Responsibilities

Business Rates Administration

• Maintain accurate Business Rates accounts and records using relevant revenues and financial management systems.
• Determine liability for Business Rates, including investigating ownership, occupation, exemptions, reliefs, and discounts.
• Process account amendments, billing adjustments, refunds, exemptions, and repayments.
• Issue bills, reminders, summonses, liability orders, and enforcement documentation in accordance with legislation and procedures.
• Promote direct debit and support customers and businesses in maintaining payment arrangements.

Debt Recovery & Enforcement

• Manage arrears recovery in line with Business Rates legislation and organisational procedures.
• Negotiate repayment arrangements with customers and monitor compliance.
• Review cases for enforcement action including enforcement agents, insolvency proceedings, charging orders, and committal action.
• Liaise with enforcement agents, solicitors, courts, and insolvency practitioners.
• Prepare case files and supporting documentation for legal proceedings and hearings.

NEC Contract Administration

• Support the administration and monitoring of NEC3 and NEC4 contracts.
• Monitor contractor performance against contractual requirements, KPIs, and service standards.
• Assist with compensation events, early warning notices, change management, and contract compliance activities.
• Maintain accurate contract records, documentation, and audit trails.
• Work closely with service managers, suppliers, and contractors to ensure contractual obligations are met.
• Escalate contract risks, delays, and performance concerns where appropriate.

Customer Service

• Respond to customer enquiries via telephone, email, written correspondence, and face-to-face channels.
• Provide clear guidance regarding Business Rates liability, billing, recovery processes, and payment arrangements.
• Investigate and resolve complaints, escalating complex matters where necessary.
• Deliver a consistently high standard of customer care and professional service.

Performance & Reporting

• Monitor collection rates, recovery actions, enforcement activity, and contract performance.
• Produce management information, performance reports, and statistical returns.
• Maintain accurate records to support audit requirements and performance monitoring.
• Support continuous improvement initiatives aimed at increasing efficiency, compliance, and service delivery.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please beprepared