PT Housing Benefit Customer Support Admin Officer

Triumph Consultants Ltd; Exeter; On-site; GBP 60,000 - 80,000; Full time

Job description

Temporary PT Housing Benefit Customer Support Admin Officer

Location: Exeter 5265522

Please do not apply for this role unless your CV meets the following general requirements:

• You must be UK based and have the right to work in the UK.
• For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
• This is a temporary role. Please do not apply if you are seeking a permanent position.

Key Requirements:

• GCSE English and Mathematics to Grade C or above.
• NVQ 2 in Customer Care or equivalent or 2 years customer service experience.
• Must have recent experience of using CAPITA Academy Revs and Bens.
• Must be experienced in answering customer queries relating to Council Tax and Housing Benefit and processing recovery and billing work for Council Tax.
• Cashiering experience, including keeping money and goods secure.
• Current knowledge of Housing Benefit, and Council Tax Support rules and requirements, including recovery processes.
• Proficiency in Microsoft Office and experience with administrative software or databases.

Key Responsibilities:

• 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 to actively maintain and develop an extensive, up to date and relevant working knowledge of council wide services and procedures.
• 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 to effectively manage own time in accordance with the rota and resource needs.
• Utilise an extensive knowledge of relevant legislation and council 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 council.
• Develop a broad awareness of wider information and services relating to customers’ problems, acting as an advocate or signposting where appropriate.
• 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.