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- Tasks: Assist customers with inquiries about Council Tax and Benefits through various channels.
- Company: Join the Havering Council team dedicated to delivering excellent customer service.
- Benefits: Enjoy a hybrid working model and competitive salary with opportunities for growth.
- Why this job: Be part of a supportive team making a positive impact in the community.
- Qualifications: Experience in customer service and knowledge of Council Tax and Benefits is essential.
- Other info: Applications are anonymised, promoting diversity and inclusion in the workplace.
The predicted salary is between 30000 - 40000 £ per year.
Customer Services Champion
Contact Centre Customer Services
Full time 36hrs 1 year fixed term
Grade 5 – £35,520 – £38,739
About Us
The Customer Services Contact Centre provides a wide range of Council services across a variety of channels. Our aim is to deliver excellent customer service, resulting in high customer satisfaction and a positive experience for all service users and we work closely with other departments to create positive outcomes for the residents of Havering.
About the job
If you have proven customer service skills, can communicate clearly and effectively and have experience of working in a busy contact centre, we would like to hear from you.
In addition, you must have the ability to work well in a busy team environment and be able to demonstrate excellent grammar, numerical and I.T. skills.
Also essential is experience in dealing with a diverse customer range and extensive experience of dealing with enquiries including those related to regulatory, statutory and/or legally based disciplines.
You will receive and handle enquiries relating to Council Tax and Benefits, therefore a detailed knowledge of both services is essential. This contact will be through a variety of access channels including but not limited to telephone, web and face to face, aiming to achieve first contact resolution for the customer.
We promote a hybrid model of working for our Contact Centre staff. In this role, the successful candidate will be required to work from our town hall campus on a regular basis, working in the Appointment Centre and Town Hall reception supporting the various customer channels including, online, telephony and face to face.
About you:
Experience will be required in the handling and accurate resolution of enquiries and service requests, including data processing and problem solving, all by using initiative, judgement and discretion.
You will be part of a large group and therefore need to work well with others in a team environment. You will be required to build strong links to our service providers and have the opportunity to take part in other service areas when appropriate. You will also be required to support the other members of the team as required.
Experience of working as part a Contact Centre environment is essential, as is a detailed working knowledge of Council Tax and Benefits.
Applicants must be experienced in using multiple software systems for processing business tasks and information and the handling of financial information. In particular, the use of the Capita Academy, NEC, Civica/Civica PCI, QMatic, is essential.
Please view Job Profilehere
For an informal discussion about the post, please contactSharon.Basford@havering.gov.uk orMary.OConnell@havering.gov.uk
The closing date for the receipt of applications is 3rd September 2025, however interest in this job may be high and we therefore reserve the right to close the vacancy early.
You will be notified if your application has been successful. Tests and interviews will be carried out during September.
Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770.
Additional Information
We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means toChoose Havering.
The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.
Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.
We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.
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Customer Services Champion employer: Havering Education Services
Contact Detail:
Havering Education Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Champion
✨Tip Number 1
Familiarise yourself with the specific software systems mentioned in the job description, such as Capita Academy and Civica. Having hands-on experience or knowledge of these systems will give you a significant edge during the interview process.
✨Tip Number 2
Brush up on your knowledge of Council Tax and Benefits, as this is crucial for the role. Consider reviewing common queries and issues related to these services to demonstrate your expertise and readiness to handle customer enquiries effectively.
✨Tip Number 3
Prepare examples from your previous work experience that showcase your ability to resolve customer issues efficiently. Highlight instances where you used initiative and problem-solving skills, as these are key attributes for a Customer Services Champion.
✨Tip Number 4
Since teamwork is essential for this role, think of ways you've successfully collaborated with colleagues in the past. Be ready to discuss how you can contribute positively to the team environment at the Contact Centre.
We think you need these skills to ace Customer Services Champion
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and requirements. Highlight your relevant experience in customer service, especially in a contact centre environment.
Craft a Strong Supporting Statement: Prepare a supporting statement that clearly outlines how your skills and experiences align with the role. Use specific examples to demonstrate your customer service skills, knowledge of Council Tax and Benefits, and ability to work in a team.
Highlight Relevant Experience: Make sure to emphasise your experience with multiple software systems and handling financial information. Mention any specific tools like Capita Academy or Civica that you have used in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for grammar and clarity. Ensure that all personal information is removed as per the anonymised recruitment practice.
How to prepare for a job interview at Havering Education Services
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to discuss your previous experiences. Highlight specific examples where you successfully resolved customer issues, especially in a contact centre environment.
✨Familiarise Yourself with Council Tax and Benefits
Since this role involves handling enquiries related to Council Tax and Benefits, make sure you have a solid understanding of these services. Be prepared to answer questions about them and demonstrate your knowledge during the interview.
✨Demonstrate Teamwork Skills
This position requires working well in a team. Think of examples from your past roles where you collaborated effectively with colleagues. Show that you can support others and contribute positively to a team environment.
✨Prepare for Diverse Customer Interactions
You will encounter a wide range of customers, so be ready to discuss how you handle diverse situations. Share experiences where you adapted your communication style to meet the needs of different individuals.
