Revenue & Benefits Customer Service Advisor

Talent Dice Ltd; Sittingbourne; On-site; GBP 20,000 - 25,000; Full time

Job summary

A public service provider in Sittingbourne is seeking a dedicated Revenue and Benefit Customer Service Advisor. The role involves providing effective telephone support to customers regarding their Revenue and Benefit enquiries, ensuring high levels of service, and managing sensitive information. Applicants should have experience in telephony customer service and knowledge of council tax and housing benefits. This position requires effective communication skills and the ability to handle sensitive situations.

Qualifications

• Experience in a telephony customer-focused front-line service.
• Knowledge of council tax and housing benefits processes.
• Ability to handle sensitive information within data protection guidelines.

Responsibilities

• Provide effective customer service for Revenue and Benefit enquiries.
• Manage Council Tax arrangements and payment plans over the phone.
• Recognize signs of fraudulent claims and follow referral processes.

Skills

Telephony customer service

Data protection handling

Communication skills

Active listening

Problem-solving

Tools

Academy/NEC system

Job description

Purpose of Job

To provide an effective and quality service to customers of Swale Borough Council who are phoning us in relation to Revenue and Benefit enquiries.

The Revenues & Benefits Customer Service Advisors need to have the knowledge, understanding, and experience of Revenues and Benefits, and using Academy or a similar system in a contact center environment.

To answer phone calls relating to Revenues & Benefits in a timely manner, always ensuring high levels of customer service.

To interpret queries/problems generated by customers to generate solutions that meet their needs while the customer is on the phone.

To promote and encourage self-service and online services, including e-billing and council-wide notifications, whilst recognising vulnerability and where there may be a need to support residents through their enquiry.

To ensure confidentiality of all evidence/information held on all systems accessed.

To ensure customer data is up to date, including correct spellings of names, adding first names to accounts/profiles, email addresses, and telephone numbers.

Through active listening and conversation, have an awareness of other support and benefits/assistance that customers may be entitled to, and signpost customers as appropriate.

To recognize signs of fraudulent claims, understand what key information should be recorded, and follow the correct referral process.

To apply operating standards when responding to each enquiry and to follow the authority's complaints procedure when appropriate.

Tasks to be carried out with customers on the phone include:

1. Setting up Council Tax arrangements and payment plans for customers.
2. Reprofiling Council Tax accounts to ensure installments are correct.
3. Making changes to customers' payment methods and installment due dates, as well as taking payments and signposting to self-service.
4. Setting up direct debits.
5. Sending copy bills on request.

Experience

• Experience of providing a telephony customer-focused front-line service.
• Knowledge and experience of working in a council tax and housing benefits role.
• Experience of using Academy/NEC or similar Revenues and Benefits systems.
• Ability to recognize and handle sensitive and confidential information, working within data protection guidelines.
• Self-motivated, able to work with minimal supervision but also a team player.
• Effective communication skills and the ability to deal sensitively with distressed, agitated, confused, or irate customers.

Note: The repeated mention of 'Revenue & Benefits Customer Service Advisor' appears to be a formatting error and has been omitted for clarity.