Senior Council Tax & Benefits Advisor - Hybrid

Diamond Blaque HR Solutions; Enfield; Hybride; GBP 25 000 - 35 000; Plein temps

Résumé du poste

Diamond Blaque HR Solutions is hiring a Senior Customer Service Advisor to support Revenues and Benefits contact centre. You will resolve Council Tax enquiries, explain Housing Benefit awards and set up payment plans, primarily by phone and webchat.

Hybrid work means you will work from home and attend the office twice weekly. You will bring specialist knowledge of Council Tax, Housing Benefit, and related regulations, with a track record in busy local government contact centres.

Qualifications

• Specialist knowledge of Council Tax, Council Tax Support and Housing Benefit regulations.
• Experience in a busy, multi-service local government contact centre.
• Ability to interpret account information and analytics to support payment plans.
• Clear spoken and written English with accurate record-keeping.
• Ability to manage complex calls and support vulnerable customers.

Responsabilités

• Resolve Council Tax billing, collection and recovery enquiries.
• Explain Housing Benefit and Council Tax Support awards, entitlement and decisions.
• Set up payment plans and explain arrangements to customers.
• Encourage online self-service and aim to resolve enquiries at first contact.
• Provide specialist technical advice and deputise for the Team Manager when required.
• Support service improvements, UAT and cross-service training.

Connaissances

Council Tax knowledge

Housing Benefit knowledge

Local government customer service

Subject matter expert

Account information interpretation

Analytical thinking

Clear spoken English

Complex call handling

Webchat experience

Outils

Civica Open Revenues

D360

Description du poste

Diamond Blaque HR Solutions is hiring a Senior Customer Service Advisor to support Revenues and Benefits contact centre. You will resolve Council Tax enquiries, explain Housing Benefit awards and set up payment plans, primarily by phone and webchat.

Hybrid work means you will work from home and attend the office twice weekly. You will bring specialist knowledge of Council Tax, Housing Benefit, and related regulations, with a track record in busy local government contact centres.