Senior Customer Service Advisor

Civic Recruitment Limited; Enfield; On-site; GBP 27,000 - 34,000; Full time

Job summary

Civic Recruitment Limited is seeking a Senior Customer Service Advisor – Revenues & Benefits in Enfield. You will handle Council Tax, Housing Benefit and related enquiries via phone and webchat, delivering accurate guidance and resolving issues at first point of contact where possible.

The role requires experience with Revenues & Benefits within a Local Authority, strong communication skills, and the ability to work in a fast-paced environment.

Qualifications

• Experience handling Revenues & Benefits enquiries within a Local Authority.
• Experience dealing with Council Tax billing, collection and recovery.
• Strong telephone and webchat customer service experience.
• Experience managing complex customer enquiries.
• Excellent communication and problem-solving skills.
• Ability to work accurately in a fast-paced environment.

Responsibilities

• Handle complex Council Tax, Housing Benefit and Council Tax Support enquiries.
• Provide specialist advice via telephone and webchat.
• Support customers with billing, collection and recovery queries.
• Resolve customer issues at first point of contact wherever possible.
• Promote and support customer self-service solutions.
• Navigate and update Civica Open Revenues and D360 systems.
• Explain legislation, council policies and entitlement criteria.
• Maintain accurate records of customer interactions.
• Escalate complex cases when appropriate.
• Deliver excellent customer service while meeting performance targets.
• Work collaboratively within Customer Operations Services.

Skills

Revenues & Benefits

Council Tax

Housing Benefit

Webchat

Phone support

Civica Open Revenues

D360

Tools

Civica Open Revenues

D360

Job description

Contract | Civic Recruitment Limited | United Kingdom

Posted On 02/11/2026

Job Information

Community & Social

City Enfield

Province City of London

Postal Code EN1

Job Description

3 Months Contract with a Local Authority

Job Purpose

As a Senior Customer Service Advisor – Revenues & Benefits , you will provide specialist customer support for Council Tax, Council Tax Support and Housing Benefit enquiries through telephone and webchat channels, ensuring customers receive accurate advice and resolution at the first point of contact wherever possible.

Key Duties/Accountabilities

• Handle complex Council Tax, Housing Benefit and Council Tax Support enquiries.
• Provide specialist advice via telephone and webchat.
• Support customers with billing, collection and recovery queries.
• Resolve customer issues at first point of contact wherever possible.
• Promote and support customer self-service solutions.
• Navigate and update Civica Open Revenues and D360 systems.
• Explain legislation, council policies and entitlement criteria.
• Maintain accurate records of customer interactions.
• Escalate complex cases when appropriate.
• Deliver excellent customer service while meeting performance targets.
• Work collaboratively within Customer Operations Services.

Essential Experience Required

• Experience handling Revenues & Benefits enquiries within a Local Authority.
• Experience dealing with Council Tax billing, collection and recovery.
• Strong telephone and webchat customer service experience.
• Experience managing complex customer enquiries.
• Excellent communication and problem-solving skills.
• Ability to work accurately in a fast-paced environment.
• Experience using Civica Open Revenues and D360 systems.

Additional Information to Note

• Monday to Friday.

Location:

• Minimum 2 Days Per Week at the Civic Centre.
• Additional Office Attendance May Be Required.
• Revenues & Benefits Service.
• Interviews Expected Week Commencing 30th November 2026.
• We work on bi-weekly payment schedule.