At a Glance
- Tasks: Provide top-notch customer service for Council Tax and Housing Benefits via phone and webchat.
- Company: Join Enfield Council, a supportive and community-focused organisation.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic team with a commitment to continuous improvement.
- Why this job: Make a real difference by helping customers navigate important services.
- Qualifications: Experience in customer service and knowledge of Council Tax or Housing Benefits required.
The predicted salary is between 30000 - 40000 £ per year.
- Job Description: Senior Customer Services Officer (Council Tax & Housing Benefits)
- Service Area: Customer Operations Services
- Job Purpose
To act as the first point of contact for customers contacting the Council via telephone and webchat, providing a professional, customer-focused, and accurate service.
The role is a specialist position within Council Tax and Housing Benefits, responsible for resolving complex enquiries and supporting customers to achieve resolution at first contact wherever possible.
Key Responsibilities
- Deliver high-quality customer service via telephony and webchat
, handling a wide range of Council Tax, Council Tax Support, and Housing Benefit enquiries.
- Provide specialist advice on Council Tax
, including billing, discounts, exemptions, recovery, and enforcement processes.
- Assist customers with
- Housing Benefit and Council Tax Support queries
, ensuring advice is accurate and compliant with current legislation and council policies.
- Handle complex and sensitive cases
, including arrears, recovery action, and financial hardship situations.
- Use council systems such as
Civica Open Revenues and D360 to access, update, and manage customer records.
- Aim to resolve enquiries at first point of contact
, reducing the need for follow-up interactions.
- Promote and encourage customer self-service
, guiding users toward online services where appropriate.
- Maintain accurate records of all customer interactions and actions taken.
- Work collaboratively within the Customer Operations team to ensure efficient service delivery.
- Demonstrate empathy, professionalism, and a strong customer-focused approach in all interactions.
- Working Arrangements
• Hybrid working model
minimum 2 days per week in the Civic Centre
, with remaining days working from home (subject to service needs).
• Working hours
Monday to Friday, 9:00am – 5:00pm
Essential Requirements
- Strong experience in a customer service or contact centre environment.
- Ability to provide detailed and accurate advice on Council Tax and/or Housing Benefits
- Experience handling complex customer enquiries and resolving issues effectively
- Familiarity with CRM or case management systems (preferably Civica systems such as Open Revenues and D360).
- Excellent communication skills, both verbal and written (for telephone and webchat).
- Ability to remain calm and professional when dealing with challenging situations.
- Strong problem-solving skills and attention to detail.
- Commitment to delivering a high-quality, customer-focused service.
- Personal Attributes
- Customer-focused with a positive, supportive attitude.
- Patient, empathetic, and professional.
- Proactive and willing to go the extra mile.
- Able to work independently and as part of a team.
- Committed to continuous improvement and service excellence.
- Organisational Values
- Putting customers at the heart of service delivery.
- Being open, honest, and respectful.
- Taking responsibility and ownership.
- Working collaboratively to find solutions.
- Listening, learning, and improving services.
- #J-18808-Ljbffr
Contact Details:
Carrington Blake Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Services Officer – AR in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carrington Blake Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carrington Blake Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Services Officer – AR in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carrington Blake Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Carrington Blake Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carrington Blake Recruitment!
How to prepare for a job interview at Carrington Blake Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
