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About the Role
Deliver a supportive and accurate service, helping every resident stay on the right track with their Council Tax. As a Council Tax Accounts Officer, you’ll be a trusted point of contact for our community, supporting residents with everything from billing queries to account support. We’re committed to making Council Tax as clear, straightforward and manageable as possible for everyone.
Responsibilities
- Regular contact with residents by phone, email and face-to-face, offering guidance and support on a wide range of Council Tax queries.
- Help people understand their bills, explain available discounts and exemptions and provide clear, practical advice tailored to their circumstances.
- Approach conversations with empathy and sensitivity when residents face financial difficulties, working with them 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, updating the database carefully and actioning system reports within agreed timescales.
- Prepare cases for the Magistrates’ Court and provide support during hearings when required.
- Work closely with internal teams such as Benefits and Valuation, as well as external organisations including Citizens Advice and solicitors.
Requirements
- Strong standard of English and Mathematics.
- Confidence to explain complex calculations clearly.
- Ability to respond professionally to written correspondence.
- 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 when challenges arise.
- Positive and adaptable approach.
- Flexibility to support a service that continues to evolve alongside changing legislation and the needs of our residents.
Skills
- Good IT skills are essential, particularly experience using revenues and benefits systems alongside standard office applications.
- Ability to communicate clearly and effectively with a wide range of people.
Location
- Borough
Work Type
- Hybrid
Experience Level
- Equivalent experience that demonstrates your ability to communicate clearly and effectively with a wide range of people.
Education Level
- English qualification at Level 5 or above
Salary/Compensations
- Grade E
Benefits
- Dedicated training and coaching
- Exposure to projects like our Second Home Premium and Council Tax Reduction schemes.
- Annual salary increases until they reach the top of the pay scale.
- Any agreed cost of living pay rises.
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.
- In this role, you’ll bring a real sense of care and commitment to supporting residents fairly and consistently.
- Some situations can be complex, particularly when people are facing financial difficulties or legislation changes, but your calm and thoughtful approach will help residents feel supported and understood.
- By delivering a professional, empathetic service, you’ll help build trust in the Council while making a positive difference to the community every day.
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.