Customer Support Officer - Council Tax and Housing Benefit (REMOTE)

Essential Employment; Bristol, Exeter; Remote; Full time

Job description

Customer Support Officer - Council Tax and Housing Benefit (REMOTE) needed, £14.60ph PAYE - Reference: 5265522

You will ideally have:

• GCSE English and Mathematics to Grade C or above
• NVQ 2 in Customer Care or equivalent OR 2 years customer service experience
• Recent experience of using CAPITA Academy Revs and Bens
• Experienced in answering customer queries relating to Council Tax and Housing Benefit and processing recovery and billing work for Council Tax.

Responsibilities:

1. To respond, with courtesy and sensitivity, to a wide range of queries received through all channels from within and outside of the ‘Help Me With My Financial/Housing Problem System’, including Benefits, Council Tax, Housing, Parking, Planning and Environmental Health, and to actively maintain and develop an extensive, up to date and relevant working knowledge of council wide services and procedures.
2. To work flexibly to meet demand, covering all aspects and roles of the Customer Support function as needed, including that of Floorwalker, Receptionist and Telephone/Face to Face Adviser, and to effectively manage own time in accordance with the rota and resource needs.
3. To use initiative and problem-solving skills to decide the most appropriate action to take to assist customers with their problems, frequently including those with particularly sensitive or complex issues. This may include giving budgeting advice and assisting customers with accessing services online.
4. To utilise an extensive knowledge of relevant legislation and procedures to process work at the first point of contact, including updating Council Tax records, advising and making adjustments for Benefit and Housing customers, negotiating arrangements and taking payments for the Payment & Collection team, as well as a range of other tasks for services across the client. Work to only be passed across when further expertise is required.
5. To develop a broad awareness of wider information and services relating to customers’ problems, acting as an advocate or signposting where appropriate.
6. To take on aspects of the Revenues Officer role, including processing changes and determining liability and entitlement to discounts, disregards and exemptions, in accordance with Council Tax regulations.

This is a full-time role on a temporary contract basis.

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to [e-mail] quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.

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