Service Manager - Revenue Debt Recovery
- Contribute positively to the delivery of the service by working flexibly and constructively to meet departmental goals and priorities.
- Lead and manage staff to ensure high performance and effective service delivery, with a focus on development, coaching, delegation, and capability-building.
- Oversee a customer-focused service, ensuring efficient and effective use of resources.
- Respond effectively to the changing demands and requirements of the service.
- Foster strong working relationships and represent the service as an ambassador in interactions with external partners and stakeholders.
- Hold operational responsibility for one of the following areas on a rotational basis:
- i. Billing and collection across all debt types, including customer service, database maintenance, property valuation work, inspections, and management of any outsourced functions.
- ii. Debt recovery, enforcement actions, legal proceedings, corporate debt analysis, and compliance with relevant debt legislation (e.g., Breathing Space).
- iii. Quality assurance, performance monitoring, policy development, staff training, complaints handling, statutory returns, system improvements, and contract management.
- Stay informed on industry developments and best practices to ensure continued high standards and innovation in service delivery.
- Continue to manage, develop, and lead staff for operational success, supporting a culture of continuous improvement and professional growth.
- Collaborate effectively with peers and senior managers to ensure a cohesive, seamless service across all access points. Provide cover and support for fellow managers as required.
- Ensure customer-facing materials such as literature, templates, web content, forms, and leaflets are accurate, accessible, and effective.
- Adapt to meet the evolving needs and priorities of the service.
- Remain up to date with service improvements and sector trends to drive excellence in operations.
- Contribute to the strategic planning of revenue services and the creation of operational plans that support broader service objectives.
- Assist in the development and implementation of revenue service policies.
- Manage procurement and contracts related to service delivery, including enforcement and legal service providers.
- Support legislative compliance by preparing reports and briefings for senior leadership and governance bodies as required.
- Ensure all activities comply with relevant legislation and internal policies pertaining to revenue service delivery.
- Lead, develop, and motivate a skilled team, providing clear direction on standards, workloads, and performance expectations.
- Manage revenue budgets effectively and in compliance with relevant financial controls and regulations.
- Maintain and promote positive working relationships with stakeholders, including elected members, and represent the service in external forums as needed.
- Recognize and uphold the duty to safeguard the welfare of children and vulnerable adults in all professional responsibilities.
- Follow all relevant legal, regulatory, and policy frameworks, including data protection, health and safety, information governance, and emergency preparedness.
- Integrate environmental sustainability into day-to-day operations and contribute to broader organizational sustainability goals.
- Perform any other duties aligned with the level and scope of this role, as required.
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