Customer Engagement Advisor

PSPS; Spalding; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

PSPS (Public Sector Partnership Services) is seeking a Customer Engagement Advisor to join the Revenues & Benefits Customer Engagement Team. You’ll be the first point of contact for customers asking about Council Tax, Housing Benefit, and Council Tax Support.

Based at either Horncastle or Spalding, you will handle a range of enquiries with empathy, decisiveness, and clear communication. Training will be provided to build your knowledge and confidence in the role.

Qualifications

• Experience dealing with a range of customers.
• Ability to respond sensitively to vulnerable or distressed customers.
• Capable of working accurately in a busy environment.
• Organised, dependable and adaptable to changing priorities.
• Enthusiastic, decisive and able to communicate clearly.

Responsibilities

• Be the first point of contact for enquiries about Council Tax, Housing Benefit and Council Tax Support.
• Join Revenues and Benefits Customer Engagement Team at PSPS.
• Deliver high-quality customer service and resolve enquiries at point of contact.
• Participate in comprehensive training provided to build knowledge.

Skills

Customer service

Communication skills

Problem solving

De-escalation

Teamwork

Adaptability

Job description

£25,947.47 per annum

We have an exciting opportunity for customer-focused individuals to join our Revenues and Benefits Customer Engagement Team at Public Sector Partnership Services (PSPS).

Working in Revenues and Benefits means no two conversations are quite the same. Based at either our Horncastle or Spalding office, as a Customer Engagement Advisor, you’ll be the first point of contact for customers with enquiries about Council Tax, Housing Benefit and Council Tax Support.

Revenues and Benefits is a busy and varied service where we aim to resolve customer enquiries at the point of contact. We’re looking for people who already have experience of dealing with a range of customers and can manage challenging conversations calmly, sensitively and professionally.

In return, you’ll be part of a supportive team with a breadth of knowledge and a strong ‘one team’ ethos where flexibility and working together are important in helping us deliver the best possible service to our customers and communities. You don’t need to know everything about Revenues and Benefits from day one – comprehensive training will be provided to build your knowledge and help you succeed in the role.

This could be the role for you if you:

• Have experience supporting customers and understand the importance of delivering excellent customer service
• Can respond sensitively to customers who may be vulnerable or distressed and confidently manage challenging situations
• Can work accurately and make decisions in a busy environment
• Are organised, dependable and able to adapt to changing priorities
• Are enthusiastic, confident in making decisions and communicate clearly

About us

PSPS (Public Sector Partnership Services) is a Local Authority Trading Company (LATCo) wholly owned by East Lindsey District Council, South Holland District Council and Boston Borough Council. We provide a range of professional services including HR & Payroll, Financial Services, Procurement & Contracts, ICT & Digital, Customer Contact, Revenues & Benefits, Health & Safety, and a range of Corporate Support services.

Company culture

At PSPS, we are driven by a clear mission: "Together, we will provide high-quality professional services, achieving outstanding performance, satisfaction, and confidence for our customers, communities, and colleagues."

We offer a vibrant, inclusive culture, generous pension, flexible hybrid working and career progression opportunities. Our teams enjoy regular events and recognition.

What do I get in return?

• Local Government Pension Scheme- With Generous Employer Contributions, you can enjoy peace of mind knowing you’re part of a scheme designed to provide financial security for life after work.
• Annual leave- Enjoy 26 days plus bank holidays and the option to purchase up to 5 days extra plus your birthday off, we also provide an option for you to flex when you take your bank holidays.
• Hybrid working- Coming together and learning from each other is important, through Hybrid working our employees can work from home and office, with a minimum of 2 days working in our offices per week
• Wellbeing Support, Advice and Guidance- Emotional guidance can be accessed via our Employee Assistance Program though an online portal or over the telephone
• Employee Benefits platform- Discounts at Highstreet retailers, days out, gifts, holidays and leisure discounts
• Employment policies- including gender neutral Family Parental leave policy and Time off provisions to support those special and also challenging moments in our employees’ lives
• Career progression- Opportunities for professional growth and development

PSPS is an equal opportunities employer, we are committed to ensuring all recruitment processes are non-discriminatory and that no potential or current employee is treated unfairly and PSPS has also committed to be a Disability Confident employer.

PSPS reserve the right to change the closing date, depending on application numbers. Interviews will be arranged when suitable candidates apply which may be prior to the closing date