POST NUMBER: RF490 GRADE: C JE REF: B4
DATE REVISED: October 2006 POLITICALLY RESTRICTED: N/A
POST TITLE: Counter Services Assistant
DIVISION: Facilities Management SECTION: Customer Services
POST HOLDER: Vacant
EMPLOYMENT STATUS: Permanent END DATE (if applicable): N/A
CAR ALLOWANCE: Casual CRB LEVEL: Basic
PROFESSIONAL FEE: N/A HOURS OF WORK: 18 ½
REPORTS TO: Senior Counter Services Assistant
1. Job Purpose
To assist with the general Cash Office and Counter Services duties as part of a team
responsible for providing an efficient and economical service to the public in respect
of the collection and receipting of all monies paid to the Council and in dealing with
customer enquiries of a general and Local Taxation and Benefits nature.
2. Job Dimension
To ensure that the tasks associated with the provision of Cash Office and Counter
Service functions are provided to meet the needs of the Council in an effective and
3. Important Internal Relationships
All Local Taxation and Benefits Teams (Benefits/Council Tax/Fraud and
Overpayments/Business Rates), Housing Department and other Council
Departments as appropriate.
4. Important External Relationships
The public, Council’s security company, South Staffs. Water, landlords, housing
associations, Citizens Advice Bureau, DWP, Rent Officer, Valuation Officer.
Cannock Chase Council – Organisational Development Division Page 1 of 4
Job Description Continued Page 2
The postholder will be required to undertake cash office and enquiry duties at any
of the Council’s offices as required.
6. Key Responsibilities
To provide a helpful and friendly point of contact for the public and other members
To present a smart and efficient image to the public at all times.
To assist with the provision of a comprehensive cash office and enquiry service.
To continue to improve the quality of the service given to the public and to ensure
the service is efficient and cost effective.
7. Cash Office
To use computerised cash receipting system, visual display unit and keyboard.
To receive and receipt all monies taken over the counter and through the post.
To take machine totals at the end of each day or at the end of duty, balance the
cash, cheques and debit/credit card payments and prepare all items for banking.
To ensure the safety and security of all cash and cheques by putting them into
To undertake any other duties as may be required.
To use a personal computer, visual display unit and keyboard to access customer
To provide information and advice in response to customer enquiries about Council
Tax, Council Tax Benefit, Housing Benefit, Business Rates or other Council
To accept documentation from customers.
To verify original documents, establish the identity of benefit claimants in
accordance with guidance and procedures and ensure wherever possible that
correct documentary evidence is supplied in order for benefit to be assessed or
Council Tax liability to be calculated.
To deal with enquiries from members of the public competently, courteously and
Cannock Chase Council – Organisational Development Division Page 2 of 4
Job Description Continued Page 3
To manage appointments.
To assist members of the public with the completion of any forms relating to their
To issue bus tokens, balance the cash and pay the monies into the cashier.
To undertake any other duties as may be required.
9. Health and Safety
Comply with the Council’s Health and Safety Policy.
10. Decision Making
The postholder will be expected to use his/her own initiative under the general
direction of the Senior Counter Service Assistants.
11. Impact on End Results
The postholder is expected to have an impact on the Council’s ability to carry out
the cashiering and enquiry service in an efficient and effective manner.
12. Knowledge and Skills
The postholder will have:
(i) numeracy skills sufficient to carry out simple calculations;
(ii) written communication skills sufficient to compose general correspondence;
(iii) oral communication skills sufficient to respond to customer queries.
The postholder will also be able to use a personal computer to input and retrieve
information, have experience of working in a cash receipting or customer based
environment and ideally have a basic knowledge of Council Tax/Benefits.
13. Communication and Contacts
The postholder will be involved both within the Council (Members and Officers) and
with external agencies and the general public and be expected to resolve and
redirect enquiries as necessary.
Cannock Chase Council – Organisational Development Division Page 3 of 4
Job Description Continued Final Page
14. General Principles
Training and Development
The Council is committed to the principles of Investors in People as a means of
ensuring the continued efficiency of the service it provides. As part of the
commitment, each employee has a responsibility to develop the skills, knowledge
and ability required to meet the challenges of their own job and the objectives in
their Service Area’s Business Plan.
Supervisors, especially, are charged with the responsibility for holding development
discussions with employees, either individually or in groups, to ensure compliance
with the Council’s Personal Development Review Process.
The Council is committed to ensuring equality of opportunity and to the principle
that employees should be entitled to work free from intimidation or harassment.
All employees have a responsibility not only for their own behaviour but for the
behaviour of others regarding equality of opportunity. Any act of discrimination
must be avoided and any incidents reported accordingly.
The duties of the post may be varied by the deletion of any of the tasks specified
or by the addition of associated work.
The Job Description has been agreed by:-
Job Holder: Date:
Cannock Chase Council – Organisational Development Division Page 4 of 4