Realise your full potential with Govtech

We're looking for a Product Manager (webCAPTURE) who will own the evolution of the webCAPTURE proposition within Netcall’s public sector portfolio - shaping strategy, defining the roadmap and delivering measurable outcomes for UK councils across Council Tax, Non Domestic Rates (Business Rates), Council Tax Support, Housing Benefit and other welfare-related workflows.

The role is integral in supporting the webCAPTURE solutions pipeline and governance from opportunity identification, through prioritisation, development and sales through to delivery, support and contract renewal.

Key responsibilities include:

•  Translating legislation and policy into product rules and provide sector and subject matter expertise and guidance in relation to councils’ Revenues and Benefits processes.
• Work with both customers and internal teams, including sales, marketing and development, to ensure that we build Revenues and Benefits automation solutions that maximise customer adoption and company revenues.
• Understand the policy, strategy and technology landscapes within the Revenues and Benefits market and ensure that this knowledge is used to inform and drive our webCAPTURE solutions portfolio.
• Work collaboratively to propose and agree the product vision, objectives and key results, and multi-quarter roadmap for webCAPTURE within Netcall’s wider portfolio.
• Lead discovery with councils (pre-sales overviews and demonstrations as well as interviews, data analysis, service blueprints) to validate problems (e.g., high manual touch, rework, backlog).
• Translate legislation/policy (Council Tax, NDR/Business Rates, Housing Benefit) into product rules, configurations and acceptance criteria.
• Develop and maintain an expert level knowledge of what our solutions can achieve through their real-world application.
• Understand our competitors and their solutions and incorporate the benefit of that  knowledge into our webCAPTURE roadmap.
• Advise and guide customers in Revenues and Benefits departments to help them to think about the applications of Netcall solutions to support their processes.
• Build value cases: benefits, risks, return on investment; inform pricing/packaging for G Cloud and direct routes to market.
• Support the sales and marketing teams through the pre- and post-sales lifecycle with subject matter expertise and advice on solutions to customer problems, challenges and opportunities.
• Contribute contextually relevant and useful information for customer demonstrations, sales proposals, RFIs, RFPs and tenders.
• Support Marketing to create engaging collateral for both internal and external consumption that supports the sales lifecycle and develops the reputation of Netcall as an innovator in Revenues & Benefits processes.

Experience: At least 5 years demonstrable UK experience in Revenues & Benefits in a leadership, training or consulting role, preferably working within a local authority Revenues & Benefits function.

We're looking for x2 Suport Analysts to join our team, focused on Customer Support, Testing and Implementation of new customers and services.

Key responsibilities include:

• Monitor the Web Helpdesk and email group and provide level 1 and level 2 support for any issues raised by customers. Responding in a timely and courteous fashion.
• Maintain Issues Logs and liaise with the Development team and Service Design team to address any issues identified in testing.
• Produce monthly, daily, and weekly statistics reports as required and send to customers.
• Responsible for maintaining access to the web helpdesk including setting up new customers, advising new passwords.
• Identify and fix any failures/errors that may occur during processing.
• Deal with any Form submission errors on a daily basis.
• Assist Project Management team with undertaking testing for new customers, responding to queries and issue logs.
• Assist Service Design team with Form design and testing including Configuration and Localisation.
• Testing changes made ready for new releases, maintain issues logs, and liaise with the Development team and Service Design team to address any issues identified in testing.

Experience, Skills and Knowledge:

• Customer support or Testing experience in previous roles would be preferred. 
• Good knowledge of Microsoft Office especially Word and Excel.
• Knowledge of XML and APIs would be desirable.
• Proactive and highly organised with the ability to multitask and prioritise tasks.
• Confident learning and using new IT based systems.
• Knowledge of working with Local authorities particularly Revenues and Benefits would be desirable.