Cornwall Council
Contact Centre Advisor (Revenues)
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The Service & Team
The Customer Hub is part of Customer and Business Operations within Cornwall Council. We provide a front line service for residents and businesses, delivering information, advice and resolution across a range of council services. This role sits within the Council Tax team, supporting customers with Council Tax enquiries while helping the Council achieve excellent customer service standards and collection targets.
The Role
As a Customer Service Adviser (Revenues), you will be the first point of contact for customers contacting Cornwall Council by telephone and electronic channels. You will provide advice and information relating to Council Tax and Business Rates, process customer requests and changes, resolve enquiries wherever possible at the first point of contact, and liaise with internal teams and partner organisations to ensure effective outcomes.
This is a varied and rewarding role requiring excellent communication skills, attention to detail, and the ability to work confidently in a busy customer-focused environment. Full training will be provided, including support to develop knowledge of Council Tax legislation.
This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies.
This role is subject to a basic criminal records check.
Working Pattern
- 37 hours per week, Monday to Friday. Our Customer Hub is open for business between 09:00-18:00 and you will be required between these hours.
- Hybrid working arrangements are available following successful completion of training and subject to business needs. Once training has been completed, there is a requirement to attend our contact centre in Tolvaddon at least one day per week.
What you’ll need to succeed
We're looking for people who:
- Have experience delivering excellent customer service in a customer-facing environment.
- Demonstrate strong communication and interpersonal skills across a range of channels.
- Can work accurately with personal, financial and customer information.
- Are confident using IT systems and applications, including customer management and telephone systems.
- Can manage competing priorities and work effectively in a fast-paced environment.
- Have a good standard of education including English and Maths.
- Can work positively as part of a team and are committed to providing outstanding customer service.
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What you’ll get in return
You'll join a supportive team committed to delivering excellent public services while helping you develop your skills and career. Full training will be provided, including specialist revenues knowledge, alongside ongoing learning and development opportunities.
Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.
Our core employee rewards and benefits include:
- a competitive salary.
- a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
- a generous annual leave entitlement with the potential to purchase additional leave.
- a national award-winning employee health and well being programme
- Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services
Additional Information
Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.
The full role profile is attached here - Customer Service Advisor (Revenues) Role Profile [https://www.cornwall.gov.uk/media/yqsgxzbt/003894_csa_-revenues-_rp.pdf]
We recommend saving a copy of this to refer to if you are invited to an interview.
For more information or an informal chat about the role please contact James Long, Customer Hub Manager (james.long@cornwall.gov.uk)
Application Process
Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process.
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Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.
Cornwall Council deliver services to more than half a million local people and over five million visitors a year. Working here - Cornwall Council [https://www.cornwall.gov.uk/jobs-and-careers/working-here/]
We are happy to talk about flexible working options such as part-time or compressed hours. More examples of our flexible working opportunities can be found here - flexible working options [https://www.cornwall.gov.uk/jobs-and-careers/working-here/benefits-of-working-for-the-council/].
Fairness and inclusion are at the heart of our vision for Cornwall. In order to best serve our communities, we are striving to achieve a diverse workforce that is inclusive of all backgrounds, cultures and identities; e.g., race, disability, sex, gender reassignment status, age, religion and sexual orientation. We are an equal opportunities and Disability Confident employer, and we will assess applicants on their merits.
Cornwall Council is committed to safeguarding and following safer recruitment principles to help make sure our staff and volunteers are suitable to work with children, young people and adults at risk. It’s a vital part of creating a safe and positive environment and making a commitment to keeping all service users safe from harm.
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