Westmorland and Furness Council is seeking to recruit a Case Management Officer Level 2 to work within the Revenues Team. This is an opportunity to join the Westmorland and Furness Council's Revenues and Benefits service on a permanent basis. As a Revenues Case Management Officer you will be required to participate in the processing of billing and collection of Council Tax and National Non-Domestic Rates (Business Rates). You will handle customer enquiries efficiently and accountably while adhering to relevant legislative provisions, council policy, and financial regulations. You will be responsible for the complete customer journey, seeking guidance from Specialists as required, maintaining case ownership to completion or escalating appropriately. The role focuses on delivering high quality and continuously improving services, taking responsibility for resolving issues as efficiently and effectively as possible on a wide range of the more technical, statutory and non-statutory guidance, systems and following workflows in place. You will undertake case management that will require a more detailed understanding of relevant service processes and compliance, regulations and legislation in taxation and non-domestic rates, for which training will be provided. We are looking for someone who can …

• Undertake a range of duties in relation to maximising collection and establishing liability for Council Tax and Non-Domestic Rates, including deciding new and amended liabilities, discounts and exemptions, retail reliefs, refunds, assisting in the case management of domestic and commercial property inspections and reviews.
• Ensure great attention to detail, accuracy and excellent customer focus to deliver high standards of service and seek to resolve cases as quickly and efficiently as possible
• Work on a professional and integrated case management basis, responding to and seeking to resolve service requests from external and internal customers, liaising with other departments and taking ownership of cases, only escalating when necessary.
• Develop and maintain accurate and up to date records across a range of document and account management systems, as well as be fully proficient in the use of Microsoft Office software and Excel.
• Promote digitalised self-service where appropriate, engaging and contributing to continuous service improvements and efficiency measures.
• Develop and maintain your range of professional skills and knowledge, including any qualifications required to undertake the role.