Income Officer

POWYS COUNTY COUNCIL; United States; A distancia; USD 56.000 - 74.000; Jornada completa

Descripción de la vacante

Powys County Council seeks a strategic leader to deliver and continuously improve the Income Hub, ensuring compliance with legislation and council policies. You will advise on legislation and case law, drive transformation for efficient, customer-centric income collection, and travel within Powys to inspect sites as required.

You will prepare case papers for Tribunal hearings, present the council's case, and manage decisions on reductions and reliefs with a fair, consistent approach.

Formación

• IRRV certificate or equivalent qualification.
• Experience in debt collection and handling complaints.
• Ability to travel within Powys and surroundings as required.
• Strong customer service across telephone, email and in person.

Responsabilidades

• Strategically manage the Income Hub for efficiency and compliance with legislation.
• Provide specialist legislative and case-law advice and operational support.
• Lead customer contact across channels, aiming for first-point resolution.
• Represent the Council at independent hearings and hardship panels.
• Oversee discretionary and mandatory decisions on reductions, exemptions and reliefs.

Conocimientos

Debt collection

Customer service

Communication

Multichannel support

Educación

IRRV Technician Local Taxation Certificate/Diploma

Descripción del empleo

Strategic and operational responsibility for the delivery and effective operation, performance, and continuous improvement of the Income Hub, ensuring all functions are delivered in line with current legislation, national guidance, and Council policies. You will provide specialist legislative (and case law) advice and operational support to the Income Hub and all customers to ensure they comply with the standards and, You will drive the strategic transformation of the Income Hub to deliver efficient, customer-centric, and sustainable income collection services, aligning with Powys' sustainability and digital-first agenda and in accordance with current legislation. You will ensure that all customer demands are dealt with at the first point of contact through all the various channels including telephone, face to face, digital and
correspondence and to be able to travel throughout Powys where required to visit site's
and properties to inspect when required.
You will prepare appeal case papers for submission and represent the Council at independent Valuation Tribunal hearings & hardship panels presenting the council's case to the judge and being able to provide reasonable responses to defendants solicitors taking into account relevant legislation and case law.
Oversee decisions in respect of all discretionary and mandatory decisions around reductions, exemptions and other reliefs in order to ensure that these are being made in a fair and consistent manner.
You will have IRRV Technician Local Taxation Certificate/Diploma.
You will be an enthusiastic, committed team player, understanding best practice and customer contact procedures with experience in debt collection. Ability to deal with customer complaints through a variety of channels, including email, letter, telephone and occasionally face to face.
You must be able to manage your own workload and ensure you are effective in balancing priorities. The position is highly demanding, you will be dealing with a high workload.
We are looking for someone with a professional and friendly approach to give excellent customer service to our customers.