Complaints & Appeals Specialist (Council Tax & Benefits)

Liverpool City Council; Liverpool; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Holiday entitlement

Flexible working

Pension scheme

Learning opportunities

Wellbeing program

Cycle to work

Car salary sacrifice

Family leave

Gym membership

Volunteer scheme

Job summary

Liverpool City Council is recruiting a Complaints and Appeals Officer to manage complaints about council tax, housing benefit and related appeals from the Cunard Building in Liverpool. You will investigate, respond, and prepare tribunal submissions as part of Transactional Services.

The role demands solid knowledge of administrative law, excellent investigative and analytical abilities, and strong communication and negotiation skills.

Qualifications

• Significant experience handling complex complaints and appeals relating to council tax, Housing Benefits and Council Tax Support
• Strong understanding of administrative law, complaint handling principles, procedural fairness and customer service excellence
• Excellent investigative, analytical and problem-solving skills with the ability to assess complex information and reach sound conclusions
• Strong communication and negotiation skills with the ability to build positive relationships and manage challenging conversations effectively
• Proven ability to prioritise your own workload, meet deadlines and maintain high standards of accuracy
• Commitment to continuous improvement and delivering excellent outcomes for residents and service users

Responsibilities

• Lead on the investigation and resolution of complex complaints, ensuring responses are accurate, balanced, customer-focused and issued within agreed timescales
• Prepare high-quality responses to appeals relating to council tax, housing benefit and council tax support. Prepare, submit and deliver the council’s response at the Valuation Tribunal Service
• Consider applications for Housing Payments in a timely manner, recommending awards in line with policy and guidance
• Provide expert advice and guidance to colleagues and stakeholders on complaints handling, appeals procedures and best practice
• Mentor and provide guidance to colleagues, contributing to the continuous development of officer knowledge, skills and performance
• Champion a culture of learning from complaints and appeals, ensuring outcomes inform service improvement and help deliver better outcomes for residents
• At all times deliver a quality service to residents and businesses with change, innovation and continuous improvement being the driving themes

Skills

Complex complaints handling

Administrative law

Investigative skills

Analytical skills

Communication skills

Negotiation

Prioritisation

Continuous improvement

Job description

Liverpool City Council is recruiting a Complaints and Appeals Officer to manage complaints about council tax, housing benefit and related appeals from the Cunard Building in Liverpool. You will investigate, respond, and prepare tribunal submissions as part of Transactional Services.

The role demands solid knowledge of administrative law, excellent investigative and analytical abilities, and strong communication and negotiation skills.