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"Happy to talk flexible working"

About the role

Working as part of our friendly and supportive Revenues team, you will be handling inbound calls from residents, businesses and visitors resolving as many as possible at the first point of contact.

Duties also include handling enquiries received via email and through our online forms, occasionally seeing customers face to face in our reception when back office help is called for and other administrative tasks as required. To assist in the accurate Billing, Recovery and Collection processes of local revenues.

Our busy environment means that you will have a great opportunity to build your customer care skills while also finding out more about the wide range of services within a Revenues Section and wider across Mole Valley District Council as a whole.

What we’re looking for

You will have some previous Customer Service and Revenues experience but full training will be given in the call handling process along with office based duties in the environment we work in.

The role also involves some administration, so great attention to detail and accuracy is essential. Other skills we need include:

• A friendly and professional manner
• Strong communication and empathy skills, with the ability to use a range of communication styles, including listening and questioning, to provide a personal approach
• Someone who enjoys working and learning with others around them to deliver a great customer service
• The ability to understand, coach and signpost our customers to our digital platforms
• A positive, can-do attitude with the ability to have difficult conversations and overcome objections
• The ability to remain calm under pressure
• A good standard of IT literacy and the ability to update in-house systems and spreadsheets.
• Experience of using Academy and Document Management Systems would be preferred for the updating of Council Tax and Business Rate records.
• Knowledge of Council Tax and Business Rates legislation
• Ability to make detailed and accurate numeric calculations
• Ability to deal with customers and external agencies face to face and by telephone in a polite, courteous and friendly manner
• Ability to produce clear, concise and well-structured written work including outbound E-mail’s
• Excellent timekeeping with a reliable and punctual attitude towards work

You will need at least four GCSE’s grade 9-4 / A to C, or equivalent, including Maths and English to apply.

For you

• A comprehensive and supportive induction programme to ensure confidence and competence
• Hybrid Working – 2 or 3 days Office based plus 2 or 3 days working from home each week
• 24 days annual leave, rising 1 day a year to a maximum of 28 days a year plus bank holidays
• Excellent pension scheme including employers contribution of 15%
• The ability to earn Time Off In Lieu (TOIL) of 1 day per month on Management approval
• Mental health first aiders for staff
• Employee assistance programme
• Paid e-learning and training
• Annual salary increase (subject to performance) up to maximum of scale
• Free car parking at Pippbrook Offices
• Discounts for local businesses
• Friendly office environment just a short walk to Meadowbank Park or Dorking High Street and close to the train stations

Further info
About us

For an informal chat about the role, please contact Mark Blake on 01306 879333.

Closing date for applicants: Midday 5 May 2023
Telephone Interview dates: 10 May 2023
Interview dates via Teams: 16 May 2023

DBS check: Yes

Office based days will be at Pippbrook, Reigate Road, Dorking, RH4 1SJ (opposite Dorking Halls)

How to apply

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