Senior Customer Service Advisor – Revenues & Benefits
Business Smart Solutions
contract
Posted on:
Location Type: Hybrid
Location: Enfield • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £24 per hour
Job Level
Senior
About the role
- Handle a high volume of complex enquiries from residents, landlords, and internal departments via telephone, email, and webchat.
- Interpret complex legislation and policies to provide timely and accurate advice to customers on Council Tax liability, benefit entitlement, discounts, and exemptions.
- Help vulnerable residents with the claim process.
- Handle initial enquiries relating to debt and negotiate payment arrangements with customers Council Tax, or overpaid benefits.
- Maintain accurate and confidential electronic records, ensuring all actions taken and information provided are logged in line with data protection policies.
- Guide customers to online self-service tools or other agencies, such as debt advice services or the Department for Work and Pensions (DWP), when appropriate.
Requirements
- You have to provide and have knowledge of a comprehensive and in-depth telephony/webchat service for council tax / council tax support / housing benefit and recovery enquiries to operate as part of the team providing the efficient day-to-day operation of first point of contact for customer and online support services, enabling customers to resolve issues first-time and focusing on encouraging and supporting customers to self-serve.
- Ready to work between the hours of 9am -5pm Monday to Friday.
- Work at the Civic Centre twice a week (but may need to do more days if required) and working from home.
- To be a specialist in advising full spectrum of council tax and housing benefit enquiries, consistent with current regulations and policies and have a positive attitude toward customers.
- Will go the extra mile to help our customers and listen to their needs.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
council taxhousing benefitdebt negotiationdata protectionenquiry handlinglegislation interpretationcustomer serviceself-service toolselectronic record maintenancebenefit entitlement
Soft skills
communicationproblem-solvingcustomer supportempathyteamworkadaptabilitypositive attitudeactive listeningnegotiationtime management