Cornwall Council
Assessment, Billing & Collection Officer
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The Service & Team:
You will be working as part of the Assessment, Billing and Collection Team.
The Role:
In this role, you’ll support residents and businesses who may be struggling financially, helping them find solutions while ensuring vital services are funded for the community. It’s a role where empathy, communication and problem-solving really matter.
This is a great opportunity to join a busy, supportive team where you can build valuable skills and make a genuine impact every day.
As a Billing and Collection Officer, you will deliver a high-quality, customer-focused service supporting the billing, collection and recovery of:
- Council Tax
- Business Rates
- Business Improvement District Levy
Working as part of a team and supported by a Team Leader, you’ll play an important role in helping people manage their accounts while ensuring the Council can continue to provide essential services.
What you’ll be doing
- Speaking with customers by phone, and in writing
- Explaining bills and resolving queries clearly and confidently
- Understanding each customer’s individual circumstances and ability to pay
- Agreeing realistic and sustainable payment arrangements
- Taking appropriate recovery action where needed
- Working with colleagues and partner organisations to support customers
You’ll need to be firm but fair—supporting people during difficult situations while helping them get back on track and meet their responsibilities.
What we’re looking for
You don’t need previous experience—we’ll provide full training. What matters most is that you:
- Are confident using technology (e.g. laptops, systems and digital communication)
- Communicate clearly and professionally
- Are comfortable handling sometimes difficult conversations
- Can assess information and make sound decisions
- Enjoy helping people and putting customers first
- Work well as part of a team
- Stay calm, positive and adaptable under pressure
- Take pride in delivering a high-quality service
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This position will be subject to a basic criminal record disclosure check.
What you’ll get in return:
Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.
Our core employee rewards and benefits include:
- a competitive salary.
- a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
- a generous annual leave entitlement with the potential to purchase additional leave.
- a national award-winning employee health and wellbeing programme
- Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services
Working Pattern:
This is an 18 month fixed term contract. Full time role, working 37 hours per week over 5 days Monday to Friday. Flexi-time arrangements in place.
Additional Information:
Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.
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The full role profile is attached here [https://www.cornwall.gov.uk/media/vtkfwk11/billing-and-collection-officer-rp.pdf]
Please read the Role Profile carefully and ensure your application clearly demonstrates how you meet the required criteria. You must complete all pre-screening questions in full. For this recruitment, only the information in your application form will be considered during shortlisting.
We recommend saving a copy of this to refer to if you are invited to an interview.
For more information or an informal chat about the role please contact Sarah.Doidge@cornwall.gov.uk [Sarah.Doidge@cornwall.gov.uk]
Application Process
Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process.
Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk [careers@cornwall.gov.uk] if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.
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