Customer Services Officer - Assessment

Wigan Council; Wigan; Hybrid; GBP 29,000 - 33,000; Full time

Job summary

A local government organization is hiring a Customer Services Officer to assess various claims for benefits including Housing Benefit and Council Tax Reduction. The ideal candidate will be customer-focused, possess excellent communication skills, and have experience in a fast-paced environment. Job offers a salary ranging from £29,540 to £32,597 per annum with opportunities for flexible working.

Benefits

Access to exclusive rewards and benefits

Support for flexible working patterns

Qualifications

• Experience working in a fast-paced environment.
• Ability to manage various demands while maintaining quality.
• Understanding of relevant legislation, policies, and procedures.

Responsibilities

• Assess claims for Housing Benefit and Council Tax Reduction.
• Conduct Financial Assessments for residential and non-residential customers.
• Support income maximization activities for customers.

Skills

Customer focus

Excellent communication

I.T. skills

Financial Assessments knowledge

Job description

Customer Services Officer – Assessment

Wigan Council

Wigan Life Centre North
The Wiend
Wigan
WN1 1NH.

Salary: Grade 6, £29,540 – £32,597 per annum.

37 hours per week

Permanent

NEWREMOTE

Priority Candidates will be considered in the first instance.

Your role:

Your role is to assess, calculate, decide and award claims for Housing Benefit and associated processes including, but not exclusively, Council Tax Reduction and Free School Meals using information from a variety of sources.

You will assess, calculate and complete Financial Assessments for residential care, non‑residential and community customers in accordance with legislation and guidance to ensure speed and accuracy of assessments, delivering right‑first‑time processing to improve customer satisfaction and experience.

You’ll support the facilitation of income maximisation activities for customers including, but not exclusively, Financial Assessment, Discount and Exemptions, Council Tax Reductions, Discretionary Housing Payment in accordance with local policies and practice.

About you:

You will be highly motivated and enthusiastic with experience of working in a fast‑paced environment, meeting a variety of demands whilst maintaining quality and accuracy.

You will be customer focused and intensely keen to make a positive difference to the team. You will be a great communicator who is used to dealing with a range of people at all levels both internally and externally.

You will have excellent I.T. skills, with experience of inputting and extracting data from systems and an ability to utilise functionality to enhance the customer experience.

You will have an understanding of Financial Assessments and associated legislation, policies and procedures.

About us:

Wigan Council has been voted Overall Council of the Year at the APSE (Association for Public Service Excellence) Awards. We are signed up to the Greater Manchester Continuous Service Commitment ensuring that your service will be continuous or ‘unbroken’ between the supporting organisations.

The Progress with Unity plan is a place movement for change for the next decade, bringing a new era for Wigan Borough. It draws on the strengths of our individual organisations, recognising that together we can achieve much more for our communities by delivering on our two place missions; creating fair opportunities for all children, families, residents and businesses and making our towns and neighbourhoods flourish for those who live and work in them. In Resident Services – Customer we focus on our customers and understand their needs. We make change happen through innovative thinking, redesigning services and recognising areas for improvement. As the first point of contact we are the face of the council and pride ourselves on a right‑first‑time approach for our customers. We will provide you with the support you need to do your job and you’ll be given every opportunity to learn and develop further within the organisation.

Here at Wigan, we are proud to support flexible working patterns, when the service can accommodate this. We also take a blended approach to where we work, depending on the work we do. This may include working from home, the office, or the community. We like to thank our employees for their hard work and commitment by giving them the opportunity to access a range of exclusive rewards and benefits.

To be appointed to this role you must be able to prove your right to work in the UK.

Interview dates:

• Priority Candidates 23rd November 2025
• Other Candidates 27th November 2025

Other information:

This role is subject to a Basic DBS.

The employer is committed to safeguarding.