About the role:Strategic and operational responsibility for the delivery and effective operation, performance, and continuous improvement of the Income Hub, ensuring all functions are delivered in line with current legislation, national guidance, and Council policies. You will provide specialist legislative (and case law) advice and operational support to the Income Hub and all customers to ensure they comply with the standards andrequirements of all legislative and working practices.About you:You will have IRRV Technician Local Taxation Certificate/Diploma.You will be an enthusiastic, committed team player, understanding best practice and customer contact procedures with experience in debt collection. Ability to deal with customer complaints through a variety of channels, including email, letter, telephone and occasionally face to face.You must be able to manage your own workload and ensure you are effective in balancing priorities. The position is highly demanding, you will be dealing with a high workload.We are looking for someone with a professional and friendly approach to give excellent customer service to our customers.What you will do:You will drive the strategic transformation of the Income Hub to deliver efficient, customer-centric, and sustainable income collection services, aligning with Powys’ sustainability and digital-first agenda and in accordance with current legislation. You will ensure that all customer demands are dealt with at the first point of contact through all the various channels including telephone, face to face, digital andcorrespondence and to be able to travel throughout Powys where required to visit site’sand properties to inspect when required.You will prepare appeal case papers for submission and represent the Council at independent Valuation Tribunal hearings & hardship panels presenting the council’s case to the judge and being able to provide reasonable responses to defendants solicitors taking into account relevant legislation and case law.Oversee decisions in respect of all discretionary and mandatory decisions around reductions, exemptions and other reliefs in order to ensure that these are being made in a fair and consistent manner.
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