SHEPWAY DISTRICT COUNCIL JOB DESCRIPTION. CORPORATE DEBT OFFICER (Fixed term until 31 st March 2016)

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1 SHEPWAY DISTRICT COUNCIL JOB DESCRIPTION CORPORATE DEBT OFFICER (Fixed term until 31 st March 2016) Salary: 18,558 22,485 (Grade D) Responsible to: Corporate Debt Manager Purpose of the job: To undertake the administration of all debts for Shepway District Council ensuring that debts owed to the Council are recovered promptly, effectively, efficiently and economically, while ensuring fair treatment to all debtors. To ensure the Council complies with ethical best practice and legislative requirements appropriate to each individual debt or debtor. To maintain consistently high standards of customer service while assisting the Corporate Debt Manager in delivering the relevant objectives set out in the sections Service Plan. Main Duties and Responsibilities: To administer the recovery of all debts (across numerous service areas) owed to the Council through the raising of Sundry Debt invoices and any subsequent collection/recovery activities required including Council tax and Business rates. To maximise the use of resources and ensure the delivery of a high quality, efficient, timely and customer-focussed service. To handle meetings and telephone calls with customers in a professional manner, placing the customer at the forefront of our service delivery by focusing on their needs. To liaise with and meet with the officers and managers of interfacing departments that raise invoices to ensure that the Council s approach to corporate debt recovery is joined up, is in accordance with legislation and meets the needs of the Council. To ensure that the recovery of debts owed to the council, administration of the service and customer queries are processed quickly and accurately in accordance with current legislation and the operating procedures of the service. To provide monthly, quarterly and annual management information to the Corporate Debt Manager and to the Heads of each service on overdue, outstanding debts owed to the Council. To assist the Corporate Debt Manager where necessary in production of the monthly Debt Management Report. To work with the other members of the Corporate Debt Team in managing the Council s liaison with external bailiffs/debt agencies and the Council s legal team with regard to corporate debt recovery. To work on a rota basis in order to carry out office based cashier duties.

2 In conjunction with the Corporate Debt Manager, to administer the Council s monthly write off process ensuring timely and effective decisions on aged debt, formal write off by each service area and development and on-going production of monthly reporting to the Chief Financial Officer. To provide guidance across the service areas on the handling of debt recovery and write off procedures. To demonstrate an on-going commitment to personal development attending training programmes or courses as agreed with, or identified by, the Corporate Debt Manager. To share information, knowledge, best practice and be proactive in identifying ideas that may improve service delivery to the Corporate Debt Manager. To participate actively in any emergency planning exercises as directed by the line manager. To provide cover and support for other relevant posts within the service area and to the other Council teams as requested. Other requirements: To have an understanding of the Councils Corporate Plan including the Strategic Objectives and policies adopted in support of the plan. To keep abreast of major developments within the Council with a particular emphasis on those issues which have a direct impact on your service. To adhere to and be proactive in implementing the Council s Equality and Diversity Policy and Equality Objectives. To ensure compliance with Health and Safety legislation and the Council s Health and Safety Policy, practices and procedures. To adhere to the Council s Code of Conduct for Officers and all policies relevant to the role you perform. To read, understand and adhere to the Council s Customer Charter. To read, understand and adhere to the Council s Corporate Complaints, Compliments and Comments Procedure. To adhere to all aspects of confidentiality, Data Protection and Freedom of Information in order to comply with the law. To comply with the Council s Financial Regulations and Contract Standing Orders. To demonstrate a commitment to personal and professional development. To actively participate in the preparation, implementation and arrangements made in respect of the Councils Emergency Plan. To undertake any other duties commensurate with the post, skills, experience, qualifications and/or as directed by the line manager or member of the Council Management Teams.

3 PERSON SPECIFICATION Post Title: Corporate Debt Officer Important Information for applicants: The criteria listed in this person specification are the requirements for the post. Where the method of assessment is stated to be the application form, your application needs to demonstrate clearly and concisely how you meet each of the criteria, even if other methods of assessment are also shown. If you do not address these criteria fully, you may not be shortlisted. Please give specific examples wherever possible. Factors Qualifications Experience and Knowledge Skills and Abilities Criteria Essential 5 GCSE s grades A*-C (including English and maths), or equivalent standard of qualifications, or recent and relevant experience that demonstrates proficiency in maths and English. Desirable NVQ in Customer Service, Revenues or other relevant equivalent standard qualification or willing to achieve on appointment. Essential Demonstrable knowledge and understanding of debt management, collection, recovery and legal processes up to court proceedings. Recent and relevant demonstrable experience of providing excellent customer service Desirable Good working knowledge of debtor systems, particularly efinacials Knowledge of Northgate systems and CIVICA Recent and relevant experience in an administrative role within a debt recovery environment Essential The written and oral communication skills required to effectively liaise with stakeholders, customers and colleagues at every level and through a range of mediums. Good analytical skills Ability to research, assimilate, interpret and accurately communicate complex information, including relevant legislation and Council policies and procedures and effects on specific cases Excellent interpersonal skills enabling the ability to liaise and influence effectively at all levels and with a variety of internal and external stakeholders and customers Means of Assessment Application Interview Test

4 Excellent administrative skills. Accurate with demonstrable attention to detail Ability to organise and prioritise effectively in order to deal with competing demands, meet deadlines and maintain high standards at all times Demonstrable commitment to continuous improvement. Ability to seek out best practice from within the Council and from other organisations, to use feedback and experiences as learning points, and to initiate or implement positive change as a consequence. Extensive and up to date knowledge of area of work and committed to personal and professional development Flexible, adaptable and receptive to new initiatives and improvement changes Excellent customer service skills; demonstrable ability to offer customers an effective, efficient and consistent service. Good IT skills and ability to use Microsoft Office software Understanding of, and commitment to, data protection and maintaining confidentiality Excellent team working skills with the ability to act on own initiative when required Desirable Ability to interpret Management Information and take proactive action

5 Behaviours Shepway s core values, behaviours and competencies are an expression of the kind of culture we want to grow, and provide a common foundation that unites our diverse organisation. The key behaviours for selection are given below and will be assessed during the selection process. There is no requirement to evidence these behaviours in your application. CUSTOMER FIRST Deals with customers in a professional manner, is honest about what can be achieved, and keeps them informed of progress Is flexible, and goes the extra mile to deliver what customers need Looks outside their immediate work area to enhance their knowledge of who does what across the organisation Is friendly and approachable, adapts their communication style to suit the needs of the customer and explains things clearly ONE TEAM Willing to challenge inappropriate behaviour, attitudes and actions informally Thinks about who else might need to know and openly shares information, formally and informally PERFORMANCE COUNTS Makes suggestions, supports others ideas and is willing to adapt systems and processes to enhance effectiveness and efficiency THINKING AHEAD Is up to date with trends and developments, e.g. new legislation, that may affect their work Is clear about priorities and non- priorities, and is well organised Uses appropriate methods to monitor and report progress Corporate Debt Officer September 2012

6 Corporate Debt Officer September 2012

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