Craven District Council. Revenues, Benefits & Customer Services Manager. Recruitment Pack

Transcription

1 Craven District Council Revenues, Benefits & Customer Services Manager Recruitment Pack

2 Contents The Craven Area The Council Plan and Priorities...4 Our Values.. 5 Our Services...6 Job Advert..9 Job Description Person Specification.13 Terms and Conditions...15 mployee Well Being 16 How to Apply

3 The Craven Area Craven District Council is the Local Authority for the most westerly district of North Yorkshire and covers an area of 450 square miles. Craven is an area of outstanding natural beauty with a mix of natural limestone and millstone grit landscapes, moorland, fells and meadowland, unspoilt villages and historic market towns. Most of the District is within the Yorkshire Dales National Park. The biggest centre, and the District's capital, is the market town of Skipton. Craven is accessible from all corners of the UK with good road and rail links to West Yorkshire, Greater Manchester, Lancashire and Cumbria - the M6 is to the west, the A1 to the east, and the M62 and M65 lie to the south. All of these motorways are within easy reach along the three principal roads in the area, the A65, A59 and A629. There are also good rail links to both Leeds and Bradford. 3

4 The Council Plan and Priorities The Council s vision and priorities for the financial years 2014/18 are set out in the Council Plan The Council s Vision The Council s vision is for Craven to be a prosperous place with strong, vibrant and diverse communities. The Council s Priorities for nterprising Craven Working with Communities Greener Craven Financial Resilience The Council Plan sets out the Council s agenda for improving service delivery to Craven communities, and organisational change. The Plan covers the period 1 April 2014 to 31 March The Plan focuses on the Council s top priorities for improvement. It does not include everything the Council will do. 4

5 Our Values We believe our first responsibility is to the people and communities who live and work in Craven and in serving those communities everyone within Craven District Council will: Treat everyone with respect Act with integrity and honesty Show commitment and flexibility Strive for improvements and excellence and in all aspects of our work. Our values are at the heart of everything we do, they influence the way we work and help us to continually improve performance. Our values represent how we do things in our everyday work, how we treat our customers. (external and internal) and how we work together within Craven District Council. Through the values we recognise the benefits of working together, sharing information and supporting each other so we can deliver excellent services as efficiently as possible. The Values are a core tool for our staff to use to help manage themselves and others, influence the changes we want and clearly set out our expectations for staff working for the Council. 5

6 OUR RVNUS, BNFITS AND CUSTOMR SRVICS Introduction The next few years will witness further significant changes across the public sector. The shape and size of the council is likely to change but the need to provide high levels of service to our residents will remain and be set against a backdrop of further reduced budgets. As a result we are exploring a number of alternative service delivery models. At present work is ongoing to procure a strategic partner to create a Joint Venture to deliver the Council s Revenue s, Benefits and IT services. The successful candidate will play a lead role in the development of this partnership. Revenues and Benefits Our Revenues and Benefits Service aims to:- Maximise income to the Council through effective and efficient billing and collection of Council Tax, Non Domestic Rates and Housing Benefit overpayments. Maximise benefit take-up. nsure that all benefit entitlements, council tax reductions, discounts, exemptions, reliefs and subsidy entitlements are correctly calculated and applied. Geographically large, the district is relatively sparsely populated. There are 26,860 domestic properties, of which almost 700 are second homes. The business rates database is growing, with 3,144 non-domestic properties, mostly small businesses. The benefit caseload is currently 3,213 claims. The service performs well, meeting it s targets. The figures for 2014/15 are: Council tax collection rate: 98.73% (target 98%) NNDR collection rate: 98.57% (target 98%) Time to process new claims and change events: 7.9 days (target 9.5 days) Change of circumstances: 6.6 days (target 8.5 days) 6

7 Staffing Structure 7

8 Customer Services Our Customer Services team provides residents and visitors with access to a wide range of Council services. The service aims to provide a one stop accessible and excellent customer service. The service is delivered via telephone access and reception facilities. As we are colocated with North Yorkshire County Council we also deliver services for the Registrar. The team are proud holders of the Customer Service xcellence Standard. Staffing structure Following recent investments in the service, call answer rates are currently at 83.3% with a target set of 90%. The Customer Access / Digital Strategy aims to deliver initiatives to encourage customer contact to shift to more efficient access channels and to provide greater opportunities for selfservice transactions. Working alongside IT, the successful candidate will implement actions identified from the Customer Access/Digital Strategy, as well as developing and implementing creative solutions to improve and enhance overall service provision. 8

9 CRAVN DISTRICT COUNCIL RVNUS, BNFITS & CUSTOMR SRVICS MANAGR Salary - 35,662 to 38,405 Craven District Council is located in Skipton, North Yorkshire, recently named as the best place to live in Britain. With excellent road and rail links to both Leeds and Bradford, Skipton is easily accessible. We have an exciting opportunity for a dynamic individual who is highly motivated and enjoys the challenge of leadership. To be successful in this role you will have strong leadership skills and demonstrate through your management experience, an ability to motivate and manage day to day our multi-disciplinary Revenues, Benefits and Customer Services teams. Responsible for the operation of frontline service delivery, you must be able to demonstrate a high level of organisational skills and the ability to manage a variety of demands. xperience of working in the collection of local authority revenues and/ or the provision of a local authority Benefits services, plus experience of managing a customer service environment is essential. As a fully qualified Member of IRRV, the successful candidate will be able to demonstrate commitment to quality and performance and be enthusiastic about developing new initiatives to improve service delivery. We offer a competitive salary, a number of work related benefits, attractive terms and conditions and membership of the Local Government Pension Scheme. For an application pack please view the Council s website or contact our Human Resources Unit on , or via humanresources@cravendc.gov.uk For an information pack please visit our website at or contact Human Resources (01756) quoting Ref:- 363 Completed applications should be returned to Human Resources, Craven District Council, 1 Belle Vue Square Broughton Road, Skipton, North Yorkshire, BD23 1FJ Closing date for applications: 20 th May 2015 Interviews w/c 1st June 2015 We are an equal opportunities employer 9

10 Job Description Post title: Revenues, Benefits & Customer Services Manager Grade: PO3 Reports to: Corporate Head, Business Support Responsible for: Revenues, Benefits and Customer Services Principal Duties and Responsibilites Revenues and Benefits To direct, lead and manage the provision of high quality, cost-effective services to the Council for the delivery of Revenues and Benefits services and to ensure that the Council s policy objectives in relation to these are met. To lead and support initiatives to facilitate change and organizational improvement. nsure the prompt processing of benefit claims, changes of circumstances, changes to council tax / business rates liability, application of discount and reliefs and the regular inspection of empty properties. Constantly monitor Council Tax, NNDR arears and benefit claim processing to ensure that resources are directed to the areas of greatest need. Be available to attend tribunals when required (in the absence of the Court Officer). Be available to present cases on behalf of the Council at Valuation Tribunals, ensuring that all relevant evidence is available to the hearing. Represent the Revenues and Benefits Service at meetings with all stakeholders and partners etc eg DWP quarterly liaison meetings, Craven Housing, Pension Service SLA monitoring meetings etc and ensure positive relationships are developed and maintained. Be responsible for the collation and reporting of all Revenue and Benefit Services performance indicators and ensure each indicator has a full and proper audit trail. nsure performance indicators for Council Tax and Non Domestic Rates are in the upper quartile and have full and proper audit trails. Be responsible for ensuring statistics and performance management information, for use by the Council and in response to Central Government, are produced in a timely manner, and analysed effectively. nsure that all necessary government returns and other statistical information requested eg CTB1, QRC and NNDR1 & 3 etc are completed and returned on time. 10

11 nsure completion and timely submission of government returns for subsidy claims (eg final claim, estimates etc) and ensure that all subsidy available to the Authority is maximized. Provide statistical information required by the DWP, Management and other external bodies as and when required including all MIS and Performance Standards returns. nsure any submissions required by the DWP in respect of the overpayments performance standards (where those standards relate to overpayment recovery) are submitted in a timely manner and that evidence to support achieved standards is available for inspection as and when required. Maintain weekly performance management information with regards to overpayment recovery, cash collection and payment types etc. Co-operate in dealing with all internal and external audit matters relating to the functions performed within the Revenues and Benefits Service. Be responsible for the administration and collection of the BID levy. Customer Services To direct, lead and manage the provision of high quality, cost-effective services to the Council for the delivery of Customer Services and to ensure that the Council s policy objectives in relation to these are met. To lead and support initiatives to facilitate change and organizational improvement. Develop and implement the Council Access to Services strategy. Be operationally responsible for the Customer Service Centre, providing leadership, motivation, direction and guidance to the Customer Services Team. Be operationally responsible for ensuring the effective deployment of the Council s CRM system and its continued development to deliver efficiencies. Apply the full range of the Council Human Resources policies to ensure a right first time approach, for the delivery of excellent customer service and compliance with Craven District Council s Customer Charter. Take personal responsibility to represent Craven District Council in a professional and positive manner at all times and proactively respond to customer complaints, implementing actions for improving processes if appropriate. Continue to improve customer satisfaction levels and ensure all complaints are dealt with in a timely manner. 11

12 nsure Craven District Council s Customer Charter is at the forefront of the Council s service delivery and follow processes to achieve and maintain IIP standards. Interpret legislation and procedures, apply them to customer situations and ensure all decision making processes within Contact Craven are carried out to comply with relevant legislation and procedures and in accordance with qual Opportunities policies and procedures. Other responsibilities Assess, recruit, develop, direct, motivate and provide support to Officers under your line management, using applicable Council policies and procedures. Set, monitor and review targets for officers under your line management and maintain weekly performance management information. Determine appropriate and efficient methods of work allocation and respond to changes in demand as necessary. Lead business transformation projects as directed by the Corporate Head, Business Support including IT initiatives. Support the Corporate Head, Business Support in the preparation and implementation of Corporate Planning. Note The job description is not a definitive list of tasks. It is designed to give an overall view of the job, it is not an indicator of the sole requirements of the work required. It is expected that you will use initiative and develop your own style to achieve the overall purpose. The precise responsibilities may change from time to time in line with the organizational requirements of the Council. Reasonable adjustments will be made to working arrangements to accommodate a person with a disability who would otherwise be prevented from undertaking the work. 12

13 Person Specification Post title: Revenue, Benefits & Customer Services Manager Grade: PO3 Reports to: Corporate Head, Business Support Responsible for: Revenues, Benefits and Customer Services Factor Qualifications and Training Fully qualified member of the Institute of Rating Revenues and Valuation (IRRV) or equivalent Demonstrable evidence of Continuous Professional Development Knowledge of operational requirements of Customer Contact Centres Demonstrable knowledge and understanding of effective customer care Skills and Abilities xcellent communication skills written, oral and presentational including the ability to deal with difficult and irate members of the public and compose complex letters. Ability to solve problems that are complex in nature. Ability to initiate and manage change effectively. Ability to lead and motivate staff and to manage performance to reach desired outcomes. Ability to set performance objectives, and to undertake effective performance appraisals, to produce positive results. Ability to collate and interpret information including statistical information. Ability to interpret and explain legislative changes and apply them in real time situations. ssential or Desirable How Identified AF/Cert AF/Cert 13

14 Factor xperience At least 4 years related work experience in either Revenues or Benefits. At least 2 years experience of managing a Customer Contact Centre. xperience of developing service plans and ensuring delivery A comprehensive working knowledge of relevant legislation and the ability to translate it into working practice. xperience of managing budgets effectively. An understanding of the implementation, application and management operation or computer systems within Revenues, Benefits and Customer Services (knowledge of i-world, Anite@Work & CRM would be an advantage. Other Personal Attributes Flexible, adaptable and capable of making quick decisions. Strong interpersonal skills, with the ability to analyse and present technical information in a clear and concise manner. ssential or Desirable D D How identified 14

15 Information on Terms and Conditions for PO3 Salary : 35,662 to 38,405 Salary incremental progression: progress from the minimum to the maximum of the grade is by incremental progression. There are 4 incremental points in the scale PO3. You will normally start on the bottom of the scale and will move up to the next point on 1 April. If you have less than 6 months service the progression is payable 6 months after your start date. Local Government Pension Scheme: option to join the LGPS. See table below for employee contribution rates, which are in addition to the employer s contribution. Annual leave: 22 days per year (pro rata if part time) plus bank holidays, plus an additional 5 days after 5 years. Weekly hours: 37 hours. The requirement for additional hours, including evening meetings as necessary, is reflected in the grading of the post. Car allowance: casual car user allowance. Probation: new entrants to Local Government will be on probation for 6 months from the date of appointment. Sick pay: during 1st year of service - 1 months full pay and (after 4 months service) 2 months half pay during 2nd year of service - 2 months full pay and 2 months half pay during 3rd year of service - 4 months full pay and 4 months half pay during 4th and 5th years - 5 months full pay and 5 months half pay After 5 years service - 6 months full pay and 6 months half pay Notice period: 3 months Special leave: compassionate / maternity / paternity / parental leave / time off for dependants Non contractual benefits: job share and part time working opportunities (subject to operational business needs), subsidised membership of Craven Swimming Pool (including the pool and fitness suite), childcare voucher scheme, employee discount scheme. 15

16 Pension Contribution Rates Band Pensionable Pay Range mployee Contribution Rate 1 0 to 13, % 2 13,601 to 21, % 3 21,201 to 34, % 4 34,401 to 43, % 5 43,501 to 60, % 6 60,701 to 86, % 7 86,001 to 101, % 8 101,201 to 151, % 9 > 151, % mployee Well Being By taking a positive approach to implementing an mployee Well-Being programme (WP) alongside high quality people management and learning opportunities and in conjunction with our other Human Resources (HR) policies, we aim to meet the needs of our staff for a good working environment, minimise the time staff have off through sickness and absence, and to be an employer of choice. Please see our mployee Well Being leaflet for more information on our programme. 16

17 How to apply Please refer to the guidance notes for assistance in completing the application form. Your completed application form should be returned to or sent to: Human Resources Craven District Council Belle Vue Square Broughton Road Skipton BD23 1FJ The closing date is 20th May 2015 and interviews are due to be held week commencing 1st June