Customer Support Officer – Council Tax and Housing Benefit (REMOTE)

Essential Employment; Exeter; Remote; Full time

Job summary

An established industry player is looking for a dedicated Customer Support Officer to join their team. This exciting remote role focuses on assisting customers with Council Tax and Housing Benefit inquiries while utilizing your problem-solving skills and customer service experience. You'll be responsible for managing a variety of queries, processing information, and providing essential support to the community. If you're passionate about helping others and thrive in a dynamic environment, this position offers a unique opportunity to make a real difference while working from home. Join a team that values your contributions and supports your growth!

Qualifications

• GCSE English and Mathematics to Grade C or above required.
• NVQ 2 in Customer Care or equivalent experience preferred.

Responsibilities

• Respond to customer queries regarding Council Tax and Housing Benefit.
• Process work at the first point of contact and update records.

Skills

Customer Service Experience

Problem-Solving Skills

Communication Skills

Knowledge of Council Tax Legislation

Education

GCSE English and Mathematics

NVQ 2 in Customer Care

Tools

CAPITA Academy Revs and Bens

Job description

Customer Support Officer – Council Tax and Housing Benefit (REMOTE) needed, £14.60ph PAYE – Reference: 5265522

You will ideally have:

• GCSE English and Mathematics to Grade C or above
• NVQ 2 in Customer Care or equivalent OR 2 years customer service experience
• Recent experience of using CAPITA Academy Revs and Bens
• Experience in answering customer queries relating to Council Tax and Housing Benefit and processing recovery and billing work for Council Tax.

Responsibilities:

1. Respond, with courtesy and sensitivity, to a wide range of queries received through all channels from within and outside of the ‘Help Me With My Financial/Housing Problem System’, including Benefits, Council Tax, Housing, Parking, Planning, and Environmental Health, and actively maintain and develop an extensive, up-to-date and relevant working knowledge of council-wide services and procedures.
2. Work flexibly to meet demand, covering all aspects and roles of the Customer Support function as needed, including that of Floorwalker, Receptionist, and Telephone/Face to Face Adviser, and effectively manage own time in accordance with the rota and resource needs.
3. Use initiative and problem-solving skills to decide the most appropriate action to take to assist customers with their problems, frequently including those with particularly sensitive or complex issues. This may include giving budgeting advice and assisting customers with accessing services online.
4. Utilise an extensive knowledge of relevant legislation and procedures to process work at the first point of contact, including updating Council Tax records, advising and making adjustments for Benefit and Housing customers, negotiating arrangements, and taking payments for the Payment & Collection team, as well as a range of other tasks for services across the client. Work to only be passed across when further expertise is required.
5. Develop a broad awareness of wider information and services relating to customers’ problems, acting as an advocate or signposting where appropriate.
6. Take on aspects of the Revenues Officer role, including processing changes and determining liability and entitlement to discounts, disregards, and exemptions, in accordance with Council Tax regulations.

This is a full-time role on a temporary contract basis.

If you are interested in the role, please apply on our website with your CV. Alternatively, you can email your CV to [e-mail] quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references, so please be prepared.

Due to high volumes of CVs received, we are not able to respond to all unsuccessful applications. You will always, however, hear from us by phone if we are able to take your CV forward to the next stage.

You can also follow us on Twitter/Facebook/LinkedIn or via our website www.essentialemploy.co.uk.