Council Tax Account Officer (Level 5)

use of academy and civica essential Role summary – what you will be doing • Be a key point of contact for Council Tax billing and collection queries, providing clear, accurate advice. • Manage a caseload of customer enquiries from initial contact through to summons stage, resolving issues end-to-end (billing and, where appropriate, recovery). • Maintain accurate customer accounts to support collection of Council Tax minimising arrears and maximising income. Billing and account maintenance • Process day-to-day Council Tax billing work, including occupations/vacations and liability changes. • Apply and review discounts, exemptions, and disregards in line with legislation and council policy (ensuring customers receive what they are entitled to). • Issue bills, reminders and other notices; balance accounts; arrange refunds and progress write-offs where appropriate (with full justification).  â€¢ Use the council’s systems (e.g., MRI Revenues & Benefits if applicable) to update records and make decisions, interpreting legislation and relevant case law to determine correct liability. •  Collate, scan, index and record correspondence and evidence accurately in the electronic document management system. • Trace customers who have moved/absconded without paying and update accounts with new information. Recovery and enforcement • Investigate and resolve billing discrepancies and disputes to prevent avoidable arrears. • Agree realistic payment arrangements, taking account of customers’ circumstances and relevant legislation. • Identify potentially fraudulent discount/exemption cases and refer them to the Team Leader. • Support debt recovery by taking timely actions and escalating cases through the recovery stages where required. Customer service and communication • Respond to customer enquiries by phone, email, in writing and  (including residents, landlords, other councils, advice agencies and internal departments). • Handle sensitive, confidential information professionally and in line with legal requirements. • Provide a high-quality, fair service—balancing customer needs (including vulnerability) with the council’s duty to collect and recover debt. • Support customers to use online services and promote digital channels (customer portal), helping digitally excluded customers where needed. • Support responses to Cllr enquiries and Stage 1 complaints, providing clear explanations and accurate information. Compliance, controls and quality • Work in line with Council Tax legislation, council policies and procedures; keep up to date with legislative changes through training. • Follow internal controls, audit requirements, and data protection/GDPR obligations; maintain accurate and reliable data. • Comply with health and safety requirements and work safely at all times. • Provide information when required under Freedom of Information and Subject Access Request processes (as applicable to the role). • Uphold equality, diversity and inclusion principles in all interactions and decisions. Teamwork and continuous improvement • Work collaboratively with colleagues across the council to deliver excellent customer service, flexing to support peaks in workload and service priorities (e.g., customer service support, hubs, outreach campaigns). • Promote the council’s vision and values: transparency, professionalism, fairness, and a customer-focused approach. • Identify process gaps and suggest improvements; help develop and maintain procedures to improve accuracy and efficiency. • Mentor/train colleagues where appropriate to support consistent, high-quality service delivery