At a Glance
- Tasks: Provide top-notch customer service for Council Tax and Housing Benefits inquiries.
- Company: Join Enfield Council, a supportive local authority focused on community service.
- Benefits: Competitive pay, hybrid working, and opportunities for professional growth.
- Other info: Dynamic team environment with a commitment to inclusivity and continuous improvement.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service and knowledge of Council Tax regulations required.
The predicted salary is between 23.77 - 23.77 £ per hour.
- Full time Civic Recruitment Limited United Kingdom
- Job Information
- City Enfield
- Province Enfield
- Postal Code EN1
Job Description
5 months contract with a Local Authority
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.
- 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.
- 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
- 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.
- 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.
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.
- Experience using D360 or similar document management systems.
- Competent use of Microsoft Office applications and customer management systems.
Qualifications
- 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.
- 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: 30 th Jun - early applications are encouraged
Senior Customer Service Advisor employer: Civic Recruitment Limited
Civic Recruitment Limited is an excellent employer, offering a dynamic work environment where strategic leadership in the Special Educational Needs service can truly make a difference in children's lives. With a strong focus on collaboration and professional development, employees are encouraged to grow their skills while contributing to meaningful outcomes in the Bromley community. The supportive culture and commitment to high-quality services make this an attractive opportunity for those looking to lead impactful change.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Civic Recruitment Limited. 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 Civic Recruitment Limited 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 Service Advisor
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 Civic Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Civic Recruitment Limited 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 Civic Recruitment Limited!
How to prepare for a job interview at Civic Recruitment Limited
✨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.
