About the role
1. To provide an effective, customer focused support service to users of the Income Control team, systems and processes. A point of contact for colleagues and service users for queries.
2. To carry out high quality administrative support for income collection processes through accurate and timely allocation of all payments received. Providing accurate information and support in response to customers enquires according to agreed procedures, practices and regulatory and legislative requirements.
3. To ensure an integrated approach to transactions for multiple councils, which is Cambridgeshire lead, through assisting with the implementation of new technologies, methodologies and processes that meet the needs of clients, customers and client organisation.
What will you be doing?
Provide operational services within the Income Control team for LGSS. Responsible for ensuring that efficient, accurate and timely end-to-end processes are adhered to. Work as part of a team supporting your colleagues, mentoring Apprentices to a high standard.
Respond to and resolve service requests and queries ensuring operational service priorities are met through ownership of the issue, adhering to agreed service standards and according to operational procedures.
To process accurately and timely all payments received, through the various bank statements currently in operation, processing cheques, ABC Payments, Giro’s as well as processing refunds as required.
Take responsibility and ownership on areas of the service where improvements could be made by making recommendations and implementing agreed changes to improve efficiency.
To take responsibility for DD set up/collection/maintenance, customer maintenance/set up, interfaces, Credit memos.
Work collaboratively on projects that support developments and improvements for the Transactions Service in a professional and positive way including supporting system implementations including conducting system testing and delivering training to staff on new system processes.
Manage own workload, processing high quality information / data accurately and in a timely manner.
Demonstrate awareness / understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs.
Ensure that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the business.
Carry out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post.
About you
Experience of transactional processing and knowledge / understanding of income collection processes.
Knowledge of depositing and banking procedures.
Knowledge of Oracle and / or Agresso ERP Systems
Knowledge of income / cash management systems, e.g. ICON.
Ability to communicate effectively both verbally and in writing in order to achieve desired outcomes and be able to influence and negotiate when advising and supporting customers/users.
Proven customer service background with experience of conflict resolution, negotiation and diplomacy skills.
Excellent IT skills with good knowledge of office application.
Ability to work with internal and external stakeholders to support the delivery of the Income service in line with the annual service plan.
Ability to manage own personal workload and for the prioritisation of that workload.
Experience of working in a customer focused role in a fast paced environment.
Experience of working independently scheduling and prioritising own work to meet service requirements.
Ability to demonstrate awareness/understanding of equal opportunities and other people’s behaviour, physical, social and welfare needs.
Experience of account reconciliation in a finance area.
Our benefits
We value our colleagues in Cambridgeshire County Council and have developed a number of benefits:
- Flexible working
- Flexible Bank Holidays
- A comprehensive wellbeing package
- Our Cambs Rewards employee discounts
- A comprehensive pension scheme.
- IDEAL staff equality, diversity and inclusion network.
- Camweb our staff intranet helping to keep you informed
- An employee recognition scheme
About us
Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.
Our four values are central to our culture, driving everything we do.
We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we believe benefits our employees, the organisation and our communities.
Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.
Attached documents
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