Civic Recruitment Limited
Senior Customer Service Advisor
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Job Title: Senior Customer Services Officer – Council Tax & Housing Benefits
Location: Enfield Civic Centre / Hybrid Working
Job Purpose
To provide a high-quality, customer-focused and professional frontline service across Customer Operations Services, acting as a specialist advisor for Council Tax, Council Tax Support and Housing Benefit enquiries. The postholder will support customers through telephony and webchat channels, resolving complex enquiries at the first point of contact wherever possible and promoting digital self-service solutions.
The role is responsible for delivering accurate advice and guidance on the billing, collection and recovery of Council Tax, as well as assisting customers with Housing Benefit and Council Tax Support enquiries in line with current legislation, regulations, council policies and customer service standards.
Working collaboratively within the Contact Centre, the Senior Customer Services Officer will play a key role in ensuring customers receive timely, efficient and accessible support while contributing to the continuous improvement of service delivery.
Key Responsibilities
Customer Service Delivery
- Deliver an efficient and professional first point of contact service through telephone, webchat and digital channels.
- Provide specialist advice on the full range of Council Tax matters, including billing, discounts, exemptions, reductions, liability, collection and recovery processes.
- Respond to and resolve complex customer enquiries relating to Housing Benefit and Council Tax Support.
- Ensure customers receive accurate information in accordance with legislation, council policies and procedures.
- Take ownership of customer enquiries and resolve issues at the first point of contact wherever possible.
- Support vulnerable customers by identifying their needs and providing appropriate advice, guidance and signposting.
Specialist Council Tax Support
- Act as a subject matter expert for Council Tax enquiries and provide support to colleagues where required.
- Explain Council Tax legislation, recovery procedures, payment arrangements, discounts and exemptions in a clear and understandable manner.
- Assist customers experiencing financial difficulties by discussing available support options and repayment arrangements.
- Keep up to date with relevant legislation, best practice and policy changes affecting Council Tax, Housing Benefit and Council Tax Support.
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Digital and System Support
- Encourage and support customers to use online and self-service facilities to access services independently.
- Accurately update customer records and maintain case information using Civica systems including Open Revenues and D360.
- Process customer requests and enquiries efficiently while ensuring data accuracy and compliance with GDPR requirements.
- Utilise contact centre technology and CRM systems to manage customer interactions effectively.
Team and Service Improvement
- Work collaboratively with colleagues across Customer Operations and Revenues & Benefits services.
- Contribute to achieving team performance targets, service standards and customer satisfaction objectives.
- Identify opportunities to improve processes and customer experiences.
- Participate in training, team meetings and service development activities.
- Support the delivery of a positive, inclusive and customer-centric culture.
Person Specification
Essential Experience
- Experience of working in a customer service or contact centre environment.
- Significant experience dealing with Council Tax enquiries, including billing, collection and recovery processes.
- Experience of providing advice and guidance relating to Housing Benefit and Council Tax Support.
- Experience of handling complex customer enquiries and complaints professionally and effectively.
- Experience of working within performance targets and service standards.
- Experience of promoting and supporting digital self-service options.
Essential Knowledge
- Comprehensive knowledge of Council Tax legislation, administration, billing, discounts, exemptions and recovery processes.
- Good knowledge of Housing Benefit and Council Tax Support regulations and procedures.
- Understanding of customer service best practices and complaint resolution.
- Knowledge of data protection and confidentiality requirements.
- Understanding of safeguarding and supporting vulnerable customers.
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Essential Skills and Abilities
- Excellent customer service and communication skills.
- Ability to explain complex legislation and processes in a clear and simple manner.
- Strong problem-solving and decision-making skills.
- Ability to remain calm and professional when dealing with challenging situations.
- Strong attention to detail and accuracy.
- Ability to prioritise workloads and work effectively in a fast-paced environment.
- Ability to work independently and collaboratively as part of a team.
- Commitment to delivering excellent customer outcomes.
Systems Knowledge
- Experience using Civica Open Revenues.
- Experience using D360 or similar document management systems.
- Competent use of Microsoft Office applications and customer management systems.
Qualifications
Essential
- GCSE (or equivalent) including English and Mathematics at Grade C/4 or above.
- Evidence of ongoing professional development relevant to customer service, Council Tax or Revenues and Benefits services.
Desirable
- Professional qualification in Revenues, Benefits, Customer Services or Local Government Administration.
- Institute of Revenues, Rating and Valuation (IRRV) qualification or willingness to work towards one.
Values and Behaviours
The successful candidate will demonstrate Enfield Council's values by:
- Putting customers at the heart of everything they do.
- Working collaboratively to find solutions.
- Being open, honest and respectful.
- Taking ownership and accountability for outcomes.
- Listening, learning and continuously improving services.
- Demonstrating a positive and inclusive approach towards customers and colleagues.
Additional Information
- Hours: 35 Hours per Week, Monday to Friday, 9:00am – 5:00pm
- Pay Rate: 23.77/hours, UMB
- Hybrid working arrangement.
- Required to work from Enfield Civic Centre a minimum of two days per week, with additional office attendance as required by the service.
- Home working on remaining days subject to operational requirements.
- We operate on a bi-weekly payment schedule.
- Closing date: 30th Jun – early applications are encouraged
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