Revenues and Benefits Team Leader (Training and Quality Assurance)
Norwich City Council
Job id 4850

East
Salary £38,628 - £41,512

Closing Date 31st of May 2025

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Job Description

Contract Type: Permanent

Working Hours: Full time

Employment Location: Hybrid working home/City Hall, St Peters Street, Norwich NR2 1NH 

Salary:£38,628 - £41,512

Closing date:31 May 2025

Application link: Revenues and Benefits Team Leader (Training and Quality Assurance) - Recruitment | Norwich City Council

We have an exciting opportunity for a proactive, motivated and dynamic individual looking for a challenging role in a busy and fast paced environment within the revenues and benefits service. This role provides an excellent opportunity to shape and influence the development of a new team. 

We offer a friendly and supportive working environment and highly value our people.

Job Description

You will be leading and managing the training and quality assurance team to provide support to our revenues and benefits operational teams ensuring that a consistent high quality service is provided to the residents of Norwich.

You will manage and support the reviews, appeals and tribunal casework team.   

You will also be overseeing the training requirements and delivery for the customer contact team and other service areas as required.

Ensure that the Revenues & Benefits service delivers an efficient, effective and value for money service to the public and to internal users at all times, meeting targets and service standards in all areas.

Manage complaints, data subject access requests and FOI requests and ensure these are completed within corporate timescales.

You will develop and enhance the service ensuring a consistent and professional approach is maintained collaborating with managers across the council and external partners and stakeholders. 

Responsibilities

You will be responsible for the day-to-day management of a team of specialist revenues and benefits officers providing support and guidance. 

You will support senior managers with audits.

You will act as required in the absence of the operational manager(s).

You will ensure that the service complies with new and existing revenues and benefits legislation and working practices in line with benchmarking and good practice.

Lead by example and deliver excellent customer service at all times.

You will be responsible overall for the training and development of officers in revenues and benefits, customer service and other service areas as required,

You will assist with delivering presentations to staff across the directorate and other groups internally and externally where appropriate.

Skills Required

You will be highly motivated, organised, flexible and methodical with excellent attention to detail.

Be an excellent communicator capable of keeping managers and colleagues well informed. 

Ability to manage and motivate a team to maximise performance.

Have great planning and prioritisation skills to support project delivery and to meet tight deadlines and performance targets 

Ability to work effectively under pressure 

Ability to understand and apply complex and changing legislation

Ability to cope with a high volume and pressurised environment where customers are often under a high degree of personal/financial stress

Ability to explain complex decisions verbally and in writing to customers and colleagues, with the ability to adjust the style or nature as appropriate.

Educational Requirements

GCSE English & mathematics pass or equivalent or

Technical or professional qualifications (Institute of Revenues, Rating and Valuation- IRRV ) or

significant relevant experience in one or more of the specialist areas or

Willing to undertake a professional qualification such as the IRRV technician