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About the Role
As a Council Tax Accounts Officer covering maternity leave, you will be a trusted point of contact for the community, supporting residents with billing and account inquiries. The role aims to make Council Tax clear, straightforward, and manageable for everyone.
Responsibilities
- Provide guidance and support to residents on Council Tax queries via phone, email, and face-to-face.
- Assist residents in understanding their bills and explain available discounts and exemptions.
- Offer clear, practical advice tailored to individual resident circumstances.
- Approach conversations with empathy and sensitivity when residents face financial difficulties.
- Work with residents to find manageable payment solutions.
- Ensure the recovery process is fair and supportive from initial billing through to the summons stage.
- Maintain accurate Council Tax records and update the database.
- Action system reports within agreed timescales.
- Prepare cases for the Magistrates’ Court and provide support during hearings.
- Collaborate with internal teams (Benefits, Valuation) and external organizations (Citizens Advice, solicitors).
Requirements
- Strong standard of English and Mathematics.
- Confidence to explain complex calculations clearly.
- Ability to respond professionally to written correspondence.
- Good IT skills, including experience with revenues and benefits systems and standard office applications.
- English qualification at Level 5 or above, or equivalent experience.
- Experience working within a Council Tax service in a busy environment is highly valued.
- Good understanding of relevant legislation.
- Ability to approach sensitive conversations with empathy and professionalism.
- Ability to stay calm under pressure and find practical solutions.
- Positive and adaptable approach.
- Flexibility to support an evolving service.
- Ability to bring a real sense of care and commitment to supporting residents fairly and consistently.
- Calm and thoughtful approach to help residents feel supported and understood.
- Ability to build trust in the Council while making a positive difference to the community.
Skills
- Communication (written and verbal)
- Customer service
- Problem-solving
- IT proficiency
- Revenues and benefits systems
- Office applications
- Interpersonal skills
- Adaptability
- Empathy
Location
- Borough (3 days per week)
Work Type
- Hybrid
- Full-time
- Maternity Cover
Experience Level
- Not specified
Education Level
- English qualification at Level 5 or above, or equivalent experience
Salary/Compensations
- Grade E
- New hires will start at the minimum of the advertised salary range.
- Employees receive annual salary increases until they reach the top of the pay scale.
- Employees will receive any agreed cost of living pay rises.
Benefits
- Dedicated training and coaching
- Exposure to projects like Second Home Premium and Council Tax Reduction schemes
About the Company
- Kensington and Chelsea is home to diverse communities, thriving businesses and unique local places.
- Everything we do is focused on supporting our residents, strengthening our approach and creating a fairer borough.
- As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence.
- We listen to our residents, act with integrity and work together to build a borough that is greener, safer and fairer for all.
- RBKC is investing in its people, communities, and future.
- The Revenues and Benefits team is collaborative and supportive, offering a workspace where knowledge is shared freely and colleagues look out for one another.
Equal Opportunity
- We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.
- We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.