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.

• Educated to diploma level or equivalent qualification, or possess relevant experience
• Evidence of significant Continuing Professional Development (CPD)

• In-depth knowledge of Council Tax and Business Rates legislation and regulations
• Detailed understanding of enforcement legislation and related regulations
• Strong knowledge of customer service principles and best practices

• Proven track record of management-level achievement in a large, complex organisation
• Experience delivering customer-focused services and improvements under pressure and tight deadlines
• Experience ensuring services are effectively resourced and operate within agreed budgets
• Demonstrated success managing staff and applying performance management techniques
• Participation in project and change programmes

• Strong leadership and management skills (people, process, performance, and budget management)
• Excellent communication, negotiation, and influencing skills
• Ability to work collaboratively across departments, fostering strong team spirit
• Acts as a role model with high standards of public service, ethics, integrity, and professionalism
• Ability to work effectively with a wide range of internal and external stakeholders
• Skilled in managing project and change programmes with strong stakeholder engagement
• Capable of managing contracts to achieve optimal outcomes
• Demonstrates resilience and drive to handle pressures and crises effectively

Michael Page