ROYAL BOROUGH OF KINGSTON UPON THAMES
JOB DESCRIPTION
Directorate
Service
Section
Finance
Revenues and
Benefits
Revenue Team
Job Title:
Indicative Grade:
Revenue Manager
J
Post number:
136077
Relationships
1. Responsible to:
Head of Revenues, Benefit and Pension Services
2. Responsible for:
Approximately 32 Revenue Staff
And directly line managing:
2 x Team Leader – Liability and Collection Teams
1 x Team Leader – Revenue Arrears
1 x Team Leader – Revenue Support
3. Important Internal
Relationships:
Other officers within the Revenues and Benefit Section,
the Finance Directorate, other Council Departments as
appropriate
4. Important External
Relationships:

Council Tax Liable Persons

Landlords
 Councillors
All relevant partners and stakeholders (individuals and
organisations) for whom and with whom the Council does
business with regards to Benefits.
Main Purpose of the job
The Royal Borough of Kingston’s vision is that it has a national reputation as one of the very
best places to live and work. The post holder will have a major contribution to make to the
delivery of that vision. They will manage all aspects of the Revenue Service, providing
support to the Head of Revenues, Benefits and Pensions to ensure all income collection is
maximised and that it complies with legislation in a timely, efficient and effective manner and
that best practice, the Council’s Leadership and Development Framework and the Councils
Customer Standards are achieved.
Prepared by: …………………………………
job descriptions/
Agreed by: ………………………………
2
Signature Date: ............................................ Signature Date: …………………………
Main responsibilities of the job
Strategy and Leadership

To support the Head of Revenue, Benefit and Pension Services in the provision of an
effective and efficient Revenue Service and deputise in their absences on Revenue
issues.

To lead and manage the Revenue Team Leaders including feedback on performance
and coaching to develop skills and knowledge.

To have and maintain an in-depth knowledge of the Council Tax, NNDR and BIDs
legislation and to advise upon, interpret and apply as appropriate and identify changes
that are necessary when regulations change.

To develop effective strategies for: the efficient collection of all revenue streams, publicity,
performance management, training and development, counter fraud and corruption etc for
the Revenue Service.

To be a member of the Revenue and Benefits Management Team working with
colleagues to ensure that the best possible service is provided, monitoring and reviewing
and reporting performance across the Revenue Service and contributing to the ongoing
and overall improvement.
Communication



Seeks, listens to and responds to the views and ideas of staff and customers.
Ensures that communication channels within the Revenue Service at all levels are
effective
Encourages and actively engages in positive cross directorate communications and team
working.
Key Priorities
Post holders will lead on the following themes whilst having the flexibility to support all
aspects of the team’s work according to priorities, resources and workload.
Customer Service

To be the customer service excellence champion for the Revenue Service and work
closely with the Councils Customer Services Manager to meet the Councils customer
standards and aims.

To ensure the provision of an efficient, effective and high quality customer service from all
areas of the Revenue Service in accordance with the Council’s Customer Standards in
order to achieve the best service outcomes for the customer.

To represent the Revenue Service at the Customer Contact Departmental Management
Team and to be accountable for achieving and reporting outcomes against standards.
3

To effectively manage resources to ensure Revenue accounts are maintained to the
highest standard, up-to-date with a high degree of accuracy and that the outcomes
achieved in terms of accuracy and processing time meet the agreed targets for the
Service.

To have overall responsibility for the information that is provided to customers ensuring it
is relevant, up-to-date and timely and that it achieves its purpose.

To ensure that there is adequate management cover to support the Teams and the
Customer’s needs.

To be overall responsible for drawing up and managing the timetable for customer
satisfaction surveys, including the issuing of forms, recording the results and analysis and
publishing the results and action plans.
Partnership
 To develop and maintain effective working relationships with all partners (both internal
and external) in order to ensure that the team can deliver a co-ordinated, timely and
appropriate response to the customer and achieve its objectives.
Data and Information Management


To ensure measures are put in place to maintain confidentiality with regard to customer
records, and that the team access the information within constraints placed by predefined data access rights and as limited by data protection and that staff are made
regularly aware of these constraints.
Monitor to ensure that ICT and other tools are used appropriately and consistently to
deliver services efficiently helping to create and maintain consistent and accurate records
within the Council.

To deal with Freedom of Information requests from customers ensuring compliance with
the FOI act and corporate procedures.

To be responsible for all 3rd Party Disclosures from the Revenue Service.
Complaint and Appeals Management

To oversee, and where appropriate deal with, the complaints being received by the
Service in accordance with the Councils complaints procedure and to ensure case
reviews, corrective action and ‘lessons learnt’ are undertaken. To deal with Stage 2
complaints, investigating and responding independently on behalf of the Council
Counter Fraud and Corruption and General Risk

Regularly review the risk of fraud and corruption within the team and ensure the Revenue
Counter Fraud and Corruption Framework is up-to-date and complied with.
4

To ensure there is a risk based checking process undertaken by an independent officer to
identify any irregularity within the Revenue account processing function.

Work alongside the Counter Fraud and Corruption Manager to optimise counter fraud
work in the Revenue Service.

To undertake regular risk assessments and identify new risks that may pose a threat to
the service, taking appropriate management action.
Operations/ Management

To oversee the: recruitment, selection, induction, appraisal, assessment and evaluation of
training needs, and where necessary to manage capability and disciplinary issues for
revenue staff.

To be responsible for ensuring there are up-to-date procedures and that staff are
adhering to them and are fully trained at all times to achieve high quality outputs and to
work with Revenue Team Leaders to ensure consistency in approach and the
incorporation of good ideas across all teams.

To ensure all new legislation is implemented in a timely manner and that all necessary
action in terms of staff -system and procedure- training and customer awareness is
achieved.

Manage resources across the revenue teams to ensure workloads, Information and
Advice Centre and telephone cover is maintained at all times.

To be responsible for all publicity issued from the Revenue Service (including the web)
ensuring they are reviewed regularly.

To monitor and report regularly the Discretionary Rate relief budget.

To ensure that resources are in place to deal with system exception/housekeeping
reports in a timely and effective manner.

To work with Internal and External Audit and respond as necessary to recommendations
and other findings in Audit reports on aspects of the Revenue Service.

Check and authorise all invoices for the Revenue Service ensuring within budget and
correct.

Overtime forms, mileage forms, employee expenses forms for the Revenue Service –
responsible for checking claim is correct and then authorising.
Systems

To have responsibility for ensuring all system parameters are correct and in accordance
with regulations.

To have responsibility for ensuring all program parameters are correct to achieve required
outcomes.
5

To have good knowledge of the Revenue systems and any other associated computer
systems to ensure resources and processes are optimised at all levels.

To oversee the timetables of new releases to achieve effective implementation.
Technical






To maintain an up to date knowledge of Revenue case law and regulations at all times.
To advise upon, interpret and apply, as appropriate, legislation and case law relating to
Revenues. To ensure all procedures reflect current legislation. Ensure amendments to
procedures where legislation and case law changes in conjunction with other Revenue
Managers and Quality Assurance Officer.
To have a full knowledge of the Revenue statistical returns including CTB1, QRC’s NNDR
etc and to check these forms for accuracy, trends etc before submitting to the
Government Department, taking appropriate action where necessary.
Co-ordinate the completion of benchmarking statistics and other forms/questionnaires as
required. Complete
To oversee the reconciliation function ensuring the Reconciliation Framework is met.
To stand in for the Court Officer when required to cover both Liability and Committal
courts.
Performance






Has high performance expectations that are transferred into clear measurable targets.
Continually monitors performance against targets and communicates this to others taking
a proactive stance to ensure performance meets or exceeds standards required of the
service.
Consistently achieves performance targets and celebrates success with team
To develop, update and act on own Individual Personal Development Plan as discussed
and agreed with the Head of Revenue, Benefits and Pensions.
To take responsibility for own performance, taking a proactive stance to ensure
performance meets or exceeds standards required of the service.
To develop a sense of team spirit and shared focus.
General






To demonstrate a commitment to own personal and professional development and to
developing and coaching others.
Champions diversity and equality in all aspects of service delivery and people
management and to be overall responsible for ensuring EQIA’s are undertaken when
Revenue policies, strategies and procedures are changed.
Commits to the wellbeing of staff and actively promotes RBK’s Health and Safety policies.
Ensures that all staff operating externally to the Guildhall complex follow the Code of
Conduct.
All duties should be carried out in an efficient, accurate and timely manner and in
accordance with agreed procedures.
To comply with the Councils Code of Conduct and ensure all personal data is kept
confidential in compliance with the Data Protection Act and that all relevant interests are
declared to your line manager.
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
Any other duties commensurate with the grade of the post, as may be required from time
to time, including attending meetings outside normal working hours.
Prepared by:……………………………
Signature
Agreed by: ……………………………..
Signature
Date: ……………………………
Date:
030112
……………………………..