Jennifer McCaw

My current post is Revenue Officer with North Lanarkshire Council within the Council Tax, Business Rates and Social Welfare team. I am currently based within with Council Tax team however have an understanding of aspects within Business rates and Social welfare team.

My main duties are

• Assist with the provision of an efficient and effective processing service and customer support for all matters relating to Council Tax, Business Rates and Social Welfare.
• Speak to customers daily via telephone and face to face to discuss any Council Tax issues and help vulnerable customers with complex financial / personal circumstances who require assistance in relation with non payment or help to apply for further reductions they may be entitled to e.g Council Tax reduction, discount, exemptions and also give them assistance to apply for benefits .g UC, ADP Attendance allowance.
• Process Council Tax and Business rates liabilities and all associated discounts , reliefs and exemptions ensuring these are applied correctly following regulations.
• Assist with the collection of income owed to the council and provision of a debt recovery function for all debt.
• Liaise with appropriate Council Services, Landlords, Housing associations, Citizens advise Bureau , department of work and pensions and other stakeholders to assists claimants access to further support ensuring that all confidential and sensitive information in line with all current data protection regulations.
• Ensuring manage time appropriate to work towards targets and deadlines
• Developed and implemented strategies to enhance revenue collection processes.
• Streamlined processes to improve efficiency in revenue collections.
• Handled escalated taxpayer complaints; resulted in higher client satisfaction rates.

My previous role a Customer Services officer withing Wishaw First stop shop my main duties in this role:

• Assist customers face to face with all Council Service enquires
• Assist Customers to complete all application forms/paper work including Housing and Council Tax reduction, Housing Applications, Change of address, Change of circumstance forms, Direct debit mandate.
• Within the Municipal bank I was responsible for taking cash/card payments for a range of Council Services, Council Tax , Rent, paypoint and pay out Crisis Loans to customers.
• Assist customers with any complaints relating to Council Services such as environmental issues, repairs, anti social issues.
• To always ensure a calm understanding and caring nature towards customers
• Collaborated with team members to address complex customer issues and develop solutions.
• Met daily targets by efficiently managing workload within set timelines.
• Prioritised tasks as per urgency, ensuring completion of all tasks within shift.