Role Profile Job Title Revenues and Benefits Service Manager Job No. (Office Use) C6020 Band/Band Range- (for career grades) Grade K Directorate Corporate Support Department Finance Assets and Efficiency Division Value for Money and Efficiencies Section Revenues & Benefits Reports to (Job Title) Head of Value for Money and Efficiencies Competency Job Type Suitable for Job Share (Y/N) No If No reason Requires complete legislative and technical knowledge and overview of the entire Revenues & Benefits service Location Civic Centre Shift Pattern CRB check required Not required Job Purpose To lead, manage and develop services concerned with: the delivery of Housing and Council Tax Benefit payments; the collection of Council Tax and Business Rates; and the delivery of an effective and efficient independent Benefit Fraud service. To develop and lead on service improvement plans to deliver a customer first, performance orientated and value for money culture. To lead on lean systems thinking as the approach to enable staff to put customers at the centre of service delivery. Champion the interests of the customer and lead and enable staff to deliver excellent performance, embedding a culture of continuous improvement, value for money and customer focused delivery. Page 1 of 5 Updated on 19/02/2010
Decision Making The post holder works to defined procedures, legislative requirements, regulations and government and council policies, interpreting and applying legislation governing Housing Benefit and Revenues and re-aligning the service to meet government policies / regulations. Lead, manage and develop the Revenues and Benefits Service and be responsible for the day-to-day operational and strategic management of this service, establishing standards and procedures for subordinates. Recommend changes to the Revenues and Benefits service to achieve efficiencies and work towards corporate aims. The post holder is responsible for implementing team plans and contributes to the longer term determination of resources by contributing to the development of service plans. Make recommendations on decisions which will improve the relative position of the Council in comparison to other local authorities and also make informed, timely and, where needed, difficult decisions for the benefit of the people of Plymouth whilst ensuring a culture of transparent decision making. The post holder agrees recommendations from benchmarking activity and CPA self-assessment and actions required to improve service delivery. Key decisions are made on services to improve the quality and efficiency of services in areas where demand is increasing. Page 2 of 5 Updated on 19/02/2010
Accountabilities Responsible for the day-to-day operational and strategic management of the Revenues and Benefits Service currently made up of approximately 179 FTE staff occupying varying types of roles. Responsible for delivering services within the allocated budget, including forecasting and funding opportunities, ensuring value for money, in accordance with the Council s Financial Regulations. Accountable for a budget of approximately 5.5million Lead, develop and capture the customer experience of Revenues and Benefits through practical knowledge of the customer demand. Lead the integration of the functions involved in benefit claims to remove barriers and waste, and create an environment of continuous improvement Monitor and improve the speed and quality of the benefit process, ensuring that accurate records are maintained that comply with data quality requirements, and implementing revisions to the process as necessary. Lead on maximising Council Tax collection for the Council and reduce the occurrence of overpayments, ensuring an effective recovery process is in place to minimise losses to the Council Ensure compliance with relevant legislation, regulation, government and Council policy, in order to secure service performance and increased client satisfaction Develop and maintain positive working relationships with external partners that deliver new and innovative approaches to tackling the service issues, including the Department for Work and Pensions Contribute to the effective development of a service plan in consultation with stakeholders, internal and external, which align to the Corporate Plan and Sustainable Community Strategy. Contribute to and implement the team plan Contribute to the Corporate Area Assessment and other corporate inspections, specifically leading on and ensuring the Benefits Service meets the Audit Commission s key line of enquiry Deputise for the Head of Value for Money and Efficiencies as required Undertake other duties appropriate to the grade of the post Demands Subject to high levels of work related pressure, caused by regularly presenting to senior officers and Members, and managing and driving service improvement changes whilst maintaining significant caseloads and referrals. Must manage extreme peaks and troughs in workload at different stages of the financial year and prioritise differing stakeholder needs and, often conflicting, demands. Will, on occasion, deal with confrontational stakeholders and / or members of the public. Working Conditions Predominantly office based. Page 3 of 5 Updated on 19/02/2010
Experience, Knowledge and Qualifications Essential: Substantial experience in a middle management role managing a service area either in the Public or Private Sector Proven experience of: o setting and achieving organisational performance standards o delivering measurable improvements to customer service o producing clear coherent plans and strategies to support the achievement of Council objectives Up-to-date knowledge and understanding of: o the law, regulation and best practice in relation to Revenues and Benefits o legislative and regulatory framework surrounding local government finance o the modernisation agenda and issues facing local government in general, and revenues and benefits in particular Proven track record of: o effectively managing people o effective management of resources, delivering sustainable high quality services direct to the public on time and to budget o successful change management, implementing and delivering new working policies and practices, alongside cultural and structural change that has delivered improved and more efficient services for customers o achieving equality of opportunity in both employment and service delivery A relevant professional qualification i.e. CIPFA or IRRV Evidence of continuous professional development Management training and / or qualification Desirable: A proven track record in change management, particularly in relation to improving services to, and the experience of, customers Skills and Technical Competencies Financial and commercial awareness with strong analytical skills and a creative approach to problem solving Highly developed communication skills to build and maintain partnerships with internal departments and external organisations and to deliver clear professional advice to senior managers and Members Planning and organisational skills to lead and motivate members of the Revenues and Benefits service, and to develop a professional service. Also to lead, change and develop a change-friendly service Persuasive and leadership skills to motivate and gain commitment to service objectives and integrate performance management to achieve improvements in performance and excellent results Technical competencies will be developed in liaison with departments over 2009/10. Page 4 of 5 Updated on 19/02/2010
Corporate Standards Act at all times in accordance with appropriate legislation and regulations, codes of practice, the provisions of the Council s constitution and its policies and procedures. Work within the requirements of the Councils Health and Safety policy, performance standards, safe systems of work and procedures. Undertake all duties with due regard to the corporate equalities policy and relevant legislation. Page 5 of 5 Updated on 19/02/2010