Location
Westway Information Centre, Kensington & Chelsea Citizens Advice

Hours
Full Time (details not specified)

Salary
£40,404 per annum (Grade E)

About the Role
Deliver a supportive and accurate service, helping every resident stay on the right track with their Council Tax. As a Council Tax Accounts Officer, you will be a trusted point of contact for our community, supporting residents with everything from billing queries to account support. We are committed to making Council Tax as clear, straightforward, and manageable as possible for everyone.

You will be based in the Borough for three days each week, playing an important role in supporting the local community. Whether working directly with residents or supporting services behind the scenes, you will be part of a dedicated team helping to make a real difference to people’s everyday lives.

Your day will involve regular contact with residents by phone, email, and face-to-face, offering guidance and support on a wide range of Council Tax queries. You will help people understand their bills, explain available discounts and exemptions, and provide clear, practical advice tailored to their circumstances.

When residents face financial difficulties, you will approach conversations with empathy and sensitivity, working with them to find manageable payment solutions while ensuring the recovery process is fair and supportive from initial billing through to the summons stage.

A key part of the role involves maintaining accurate Council Tax records, updating the database carefully, and actioning system reports within agreed timescales to ensure information is always up to date. You will also prepare cases for the Magistrates’ Court and provide support during hearings when required. Alongside managing your own workload, you will work closely with internal teams such as Benefits and Valuation, as well as external organisations including Citizens Advice and solicitors, helping to provide a joined-up and positive experience for residents.

At RBKC, we invest in our people, communities, and future. Our Revenues and Benefits team is collaborative and supportive, offering a workspace where knowledge is shared freely and colleagues look out for one another. You will have the opportunity to develop your career through dedicated training and coaching, with exposure to projects like our Second Home Premium and Council Tax Reduction schemes.

Kensington and Chelsea is home to diverse communities, thriving businesses, and unique local places. Everything we do is focused on supporting our residents, strengthening our approach, and creating a fairer borough. As a competent and caring Council, we take pride in our work every day, ensuring our services are delivered with care and competence. We listen to our residents, act with integrity, and work together to build a borough that is greener, safer, and fairer for all.

In this role, you will bring a real sense of care and commitment to supporting residents fairly and consistently. Some situations can be complex, particularly when people face financial difficulties or legislation changes, but your calm and thoughtful approach will help residents feel supported and understood. By delivering a professional, empathetic service, you will help build trust in the Council while making a positive difference to the community every day.

Experience
Experience working within a Council Tax service in a busy environment is highly valued. A good understanding of relevant legislation is also important.

About you
You will have a positive and adaptable approach, with the flexibility to support a service that continues to evolve alongside changing legislation and the needs of residents. You should be able to approach sensitive conversations with empathy and professionalism, stay calm under pressure, and find practical solutions when challenges arise.

Qualifications
You will have a strong standard of English and Mathematics, with the confidence to explain complex calculations clearly and respond professionally to written correspondence. Good IT skills are essential, particularly experience using revenues and benefits systems alongside standard office applications. We are looking for someone with an English qualification at Level 5 or above, or equivalent experience that demonstrates your ability to communicate clearly and effectively with a wide range of people.