At a Glance
- Tasks: Assist customers with council tax and housing benefits inquiries via phone and face-to-face.
- Company: Join Swale Borough Council, a progressive local authority in a vibrant part of Kent.
- Benefits: Generous holiday, free parking, flexible working, and employee discounts.
- Other info: Part-time role with excellent career growth opportunities and a supportive team environment.
- Why this job: Make a real difference by helping your community while developing valuable skills.
- Qualifications: GCSEs in English and Maths, customer service experience, and strong communication skills.
The predicted salary is between 11 - 16 £ per hour.
We have an exciting opportunity for a part time Revenues and Benefits Customer Service Advisor to join our busy front-line telephony team, helping the people of Swale accessing council tax, housing benefits and council tax support services. Other methods of contact include some face-to-face interactions for appointment-based enquiries. This is a solely customer focused role and does not include any assessments or processing of claims and updates.
Are you…?
- Experienced in handling council tax and housing benefit enquiries
- Computer literate with experience in working in a contact centre or similar environment where telephony is the main channel of communication
- Articulate and a good communicator with interpersonal skills
- Able to effectively listen, showing patience and empathy
- Adaptable and calm under pressure
- Able to work alone but also work as part of a team
- Able to demonstrate a positive approach to understanding the customer experience and committed to providing excellent customer service
About the Role:
Being the first point of contact to the council for these services, you will be providing a professional interface between the customer and the organisation. This requires experience in delivering Revenues and Benefits services but does not include assessing or processing claims. With supporting customers at the heart of the job, in what at times is a fast-paced role, you will need to have great communication skills as well as a respectful approach. Active listening and empathy is required to recognise and understand the customer needs.
This is a part time position and with the nature of the role, resource is required to support the business needs in accordance with the council's opening times and peak periods of demand, so the working pattern is as follows:
- Part time post: 30hrs per week
- Monday to Thursday 8.45am-4pm & Friday 9am-1pm
About Swale Borough Council:
Swale Borough Council is a progressive and ambitious Local Authority, located less than an hour from Central London in an attractive and diverse part of Kent involving urban, rural, and coastal areas. We believe that staff are our most valuable asset and we're committed to attracting and retaining the very best. In recent times we have adapted and evolved to meet the current world by introducing a highly flexible hybrid working policy, along with a 34-hour week, recognising that staff wellbeing and work life balance is high on our agenda.
Our Offer:
- Generous holiday entitlement which increases after 5 years LG service plus bank holidays with the option to buy additional leave.
- Additional 3 days leave given to enable a close down of the offices between Christmas and New year.
- Free parking
- Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities
- Employee Assistance Programme which provides confidential & independent information and access to counsellors
- Local Government Pension Scheme (LGPS) with valuable life cover and financial protection for your family.
- Life Assurance – three times your annual salary (for members of the LGPS)
- Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work
- Lease car salary sacrifice scheme allowing you to lease a brand-new car. The monthly fee includes insurance, servicing and road tax.
- Annual flu vaccine
- Cycle to work scheme
- Staff benefits discounts on leisure, eating out, holidays and shopping
- Excellent learning and career opportunities for committed individuals
- A professional fee payment, if required for the role
About You:
Key requirements:
- Educated to GCSE standard (or equivalent, including English & Maths at a grade 4 or above)
- Knowledge and experience of handling Revenue & Benefit enquiries
- Experience in an office-based customer service environment (a minimum 6 months in a contact centre or similar role where call handling is the predominant contact channel)
- The ability to work on various computer systems at the same time. You will need accurate keyboard skills with the ability to talk and type at the same time (a quick typing speed would be ideal)
- Excellent communication skills, including listening and using simple language with the ability to remain calm and professional
The Council considers these to be customer focused roles and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role.
Selection Process:
Following the submission of your application form, it will be reviewed by the recruiting manager. Those that are successful in securing an interview can expect job specific interview assessment by telephone followed by an interview for successful candidates.
Swale Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employee and volunteers to share this commitment.
If you would like to discuss this position, please contact Carol Sargeant, Customer Service Manager.
Closing Date: Tuesday 10 March
Telephone Interview Date: Tuesday 17 March
Interview Date: Wednesday 25 March
Revenues & Benefits Customer Service Advisor in Sittingbourne employer: Swale Borough Council
Swale Borough Council is an excellent employer that prioritises staff wellbeing and work-life balance, offering a flexible hybrid working policy and a 34-hour week. Employees benefit from generous holiday entitlements, professional development opportunities, and a supportive work culture that values teamwork and customer service excellence. Located in the picturesque Kent area, the council provides a range of perks including free parking, health initiatives, and a local government pension scheme, making it a rewarding place to build a career.
StudySmarter Expert Advice🤫
We think this is how you could land Revenues & Benefits Customer Service Advisor in Sittingbourne
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Swale Borough Council. Understand their values and services, especially around council tax and housing benefits. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer service, try role-playing common scenarios with a friend. Focus on being articulate and showing empathy, as these are key traits they’re looking for.
✨Tip Number 3
Be ready for those tricky questions! Think about how you would handle difficult customer interactions. Prepare examples from your past experience where you’ve shown patience and adaptability under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team at StudySmarter and supporting the community.
We think you need these skills to ace Revenues & Benefits Customer Service Advisor in Sittingbourne
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience with council tax and housing benefits. We want to see how your skills match the role, so don’t hold back on showcasing your relevant experience!
Show Off Your Communication Skills:Since this role is all about customer service, let your communication skills shine through in your written application. Use clear and simple language, and make sure to convey your ability to listen and empathise with customers.
Be Professional Yet Personable:While we want you to be professional, don’t forget to let your personality come through! A friendly tone can make a big difference, especially in a customer-focused role like this one.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets into the right hands quickly, so don’t miss out!
How to prepare for a job interview at Swale Borough Council
✨Know Your Stuff
Make sure you brush up on council tax and housing benefits before the interview. Familiarise yourself with common queries and how to address them, as this will show your expertise and readiness for the role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing the questions but also responding thoughtfully. Show that you can empathise with customers by reflecting on their needs and concerns.
✨Stay Calm Under Pressure
Since this role can be fast-paced, prepare for potential pressure scenarios during the interview. Think of examples from your past experiences where you remained calm and collected, and share these stories to highlight your adaptability.
✨Showcase Your Communication Skills
Articulate your thoughts clearly and use simple language when answering questions. Remember, the role is customer-focused, so demonstrating your ability to communicate effectively will be key to impressing the interviewers.
