Customer Advisor 1

East Riding of Yorkshire Council; Beverley; Hybrid; GBP 21,000 - 25,000; Full time

Job summary

East Riding of Yorkshire Council is seeking a Customer Advisor I to join the Revenues and Benefits Contact Centre on an 18-month temporary contract. You will be the first point of contact for residents and businesses, handling enquiries about Council Tax, Housing Benefit, and related welfare matters while delivering friendly, accurate service.

The role involves using digital systems, maintaining records, and working in a busy team to meet service standards.

Qualifications

• Excellent communication and interpersonal skills.
• Confidence speaking with customers over the telephone.
• Strong keyboard, digital and administrative skills.
• The ability to remain calm and professional under pressure.
• Good organisational skills and attention to detail.
• A positive, flexible and proactive approach to work.

Responsibilities

• Handle a high volume of incoming telephone enquiries.
• Provide advice and guidance relating to Council Tax, Housing Benefit, Council Tax Support, Council Rents and other welfare-related matters.
• Deliver excellent customer service while dealing with sensitive and sometimes complex situations.
• Accurately update and maintain customer records using a range of digital systems.
• Work collaboratively as part of a busy team to meet service standards and performance targets.
• Help customers understand legislation, processes and available support.

Job description

The job itself

Looking for your next challenge?

Do you enjoy helping people, solving problems, and delivering excellent customer service? Are you looking to develop your skills within a supportive and fast-paced environment?

An exciting opportunity has arisen to join the Revenues and Benefits Contact Centre as a Customer Advisor I on a temporary 18-month contract. This role offers the chance to gain valuable experience while supporting residents and businesses across the East Riding with a range of important enquiries.

As the first point of contact for many customers, you will play a vital role in helping people access services, understand their accounts, and receive the support they need.

What you'll be doing

As a Customer Advisor, you will:

• Handle a high volume of incoming telephone enquiries.
• Provide advice and guidance relating to Council Tax, Housing Benefit, Council Tax Support, Council Rents and other welfare-related matters.
• Deliver excellent customer service while dealing with sensitive and sometimes complex situations.
• Accurately update and maintain customer records using a range of digital systems.
• Work collaboratively as part of a busy team to meet service standards and performance targets.
• Help customers understand legislation, processes and available support.

What we're looking for

We're seeking enthusiastic and customer-focused individuals who can demonstrate:

• Excellent communication and interpersonal skills.
• Confidence speaking with customers over the telephone.
• Strong keyboard, digital and administrative skills.
• The ability to remain calm and professional under pressure.
• Good organisational skills and attention to detail.
• A positive, flexible and proactive approach to work.

Experience in any of the following areas would be advantageous:

• Council Tax
• Housing Benefit
• Universal Credit
• Council Tax Support
• Council Rents
• Welfare Benefits
• Customer contact or call centre environments

What we offer

• Full training and support from experienced colleagues (4-6 weeks office-based training at County Hall).
• Blended working opportunities following training.
• A welcoming, supportive and inclusive team environment.
• Valuable experience within a large local authority service.
• Opportunities to develop new skills and enhance your career prospects.

Working Pattern

To meet service requirements, working hours alternate between:

Monday to Thursday

• 8:30am - 4:30pm
• 9:30am - 5:30pm

Friday

• 8:30am - 4:00pm
• 9:00am - 4:30pm

Set breaks and lunches apply due to service demand and requirements.

Make a Difference Every Day

Join a team that makes a real difference to residents and businesses across the East Riding. If you're passionate about customer service, enjoy helping others and are looking for a rewarding opportunity to develop your skills, we'd love to hear from you.