We believe each and every member of our team makes a unique and valuable contribution to the company. Their hard work and commitment to their roles have made, and continue to make, a real difference to the industry.
See below for profiles of some of our staff.
Dave joined the company in February 2004 as Client Services Executive, with the prime role to work closely with clients, focusing on performance management and ensuring contractual compliance. This client-facing role was also combined with a shared responsibility to develop new areas of business, including the launch of the debt collection company, Rossendales Collect.
Following his success in both roles, he was appointed to the Board in November 2005 in the role of Client Services Director. Prior to joining Rossendales, Dave began his career in local government in 1985, joining Rossendale Borough Council where he held the position of Senior Recovery Officer. He left in 1995 to join Hyndburn Borough Council as Assistant Local Taxation Manager. In 1999, he joined Bury MBC as Revenues Manager, responsible for all aspects of council tax, national non-domestic rates, and Sundry Income.
Dave is a Fellow member of the Institute of Revenue Rating and Valuation (IRRV) and was National President in 2012/13. A former tutor to local government staff on various IRRV national courses throughout the country including Preston, Bury and Darlington Colleges, Dave is still very active within the IRRV, being the first National Council Member to be elected from the bailiff profession. He is a National Speaker at conferences and subject matter expert in vulnerability and enforcement
Following a restructure of the Board in 2007, his role changed to Customer Services Director, where his key areas of responsibility changed to more customer facing areas of the company; maintaining and increasing client satisfaction levels, working on all business tenders and contributing to the overall development of the business.
Dave became Managing Director in 2015.
Clare started her career with Rossendales 21 years ago in the days of General Rates, and really cut her teeth through the difficult days of collecting Community Charge. From humble beginnings as an administrator and through sheer hard work and determination. Clare quickly climbed the ladder to middle management and on to senior management, obtaining the respect of her colleagues and specialising in operational functions whilst maintaining a good understanding of client and customer needs.
Throughout her time at Rossendales, Clare has raised her standards and qualifications with continuous personal development, obtaining a wealth of accredited qualifications including IRRV Technician and Enforcement Services Association examinations. Having years of practical industry experience within the multidimensional activities of Rossendales and Rossendales Collect has made Clare a highly respected and knowledgeable member of our team.
In 2008, during a company restructure, Clare became Operations Divisional Manager and following her success in that role was invited to join the Board in 2010 as Operations Director. Clare will ensure that Rossendales continue to raise standards within the industry and improve performance, maintaining our success as a leading service provider to the Public Sector.
Client Services Director
Steve joined Rossendales in April 2010 as Business Development Executive, managing a variety of clients in the East Midlands and South, and delivering management consultancy and training services on behalf of the company. Steve has worked in local taxation throughout his professional life, starting at Wandsworth Council in London in 1989 to assist with the implementation of Community Charge (Poll Tax), before moving to manage the revenues team at Broxtowe Council in Nottinghamshire in 1991, and then at Leicester City from 2000. Steve presided over Leicester securing its highest ever CTAX collection rate at that time, due in no small part to the support provided by Rossendales enforcement services.
Steve is a corporate member of the IRRV and attends a range of their forums and seminars on behalf of the company and has delivered presentations at the National Conference on the delivery of enforcement services.
Steve was appointed Client Services Director in 2015 and has expanded his role to assist in the production of tender submissions and the delivery of bid presentations to prospective clients. He also helps develop new business opportunities for the company, continues to deliver a variety of training courses, and deputises for Dave Chapman, the company's Managing Director, where required.
Business Development Executive
Prior to joining Rossendales in 2012, James had acquired over 20 years' experience working in local government revenues. He started his career in the Community Charge Section at Great Yarmouth Borough Council in 1990, before moving into the Revenues team in 1993 where he built an extensive knowledge in council tax and non-domestic rating registration, billing and recovery matters, attending and representing the authority at Liability Order, Committal Means Enquiry Hearings and Valuation Tribunals.
In 1998, he became a certificated bailiff, recovering outstanding council tax and non-domestic rates in the Norfolk area before moving to Lincolnshire in 2005 where he was the Council Tax Manager at City of Lincoln Council. In 2007, he helped steer his team to win the IRRV Revenues Team of the Year Award and in the same year, qualified as a full professional corporate member of the IRRV (Hons).
In his current role at Rossendales as Business Development Executive, he is Account Manager for a host of local authority clients around the country, predominately dealing with performance matters, focusing on the collection of council tax, non-domestic rates, Parking Charge Notices and sundry income and other debt recovery contracts. He also presents various training programmes to clients, specialising in local authority taxation and enforcement courses. He is part of the Bid team and regularly contributes to company business tenders and is involved in the ongoing development of the business.
James still retains his Enforcement Agent Certificate, assisting the company with recruitment and auditing as well as representing the company at court hearings.
He is currently the East Midlands IRRV President for 2016/17, and is committed to helping the Institute continue to play an important role in the world of Revenues Collection and Enforcement.
Head of Customer Contact
Karen began her career with the British Railways Board, where she held various managerial positions before progressing on to the role of Total Quality Management Training Consultant based in London. From there, she joined a leading Telecommunications company, managing customer service teams within a busy contact centre in Glasgow.
Prior to joining Rossendales, she worked for eleven years as a Corporate and Regional Customer Service Manager for a leading fire safety provider, where she had overall responsibility for all aspects of customer service covering 19 local business centres throughout the UK.
Karen joined Rossendales in March 2007 as Customer Service Manager, where she had responsibility for the Enforcement Customer Service Telephone Advisors and the Rossendales Collect Telephone Advisors. Soon after joining she was promoted to Customer Service Divisional Manager, with responsibility for both Collect and Enforcement Contact Centres, Enforcement Client Liaison, Client Administration and Correspondence, Complaints and Welfare teams.
Karen now holds the position of Head of Customer Contact Helmshore and has operational responsibility for multi-brand contact centre teams covering Legal Aid Agency, Collect Central Government and Enforcement. In addition, Karen manages the Quality and Process team and is responsible for all Client Product Knowledge training across the site.