Service Manager - Revenue Debt Recovery

Lead the administration, collection, and enforcement of all Council debts, including maximizing Council Tax and NNDR collection-managing the in-house Council Tax service and overseeing the outsourced NNDR service via Capita. Support the Head of Revenue and Debt by driving departmental improvement and efficiency through strategic leadership, budget oversight, and effective governance.

Client Details

This London-based local authority is responsible for delivering a wide range of public services, including housing, education, social care, waste management, and council tax administration. It works to support residents and communities through strategic planning, service delivery, and community engagement.

Description

• 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.

Profile

A successful Service Manager - Revenue Debt Recovery should have:

• 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

Job Offer

You will be offered an immediate start contract working for a local authority based in London