Senior Customer Service Advisor – Revenues & Benefits

Diamond Blaque HR Solutions; Enfield; Hybrid; GBP 25.000 - 35.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Tools

Civica Open Revenues

D360

Jobbeschreibung

Use your Council Tax and Housing Benefit expertise to help residents resolve complex enquiries. Our Council clients are seeking a Senior Customer Service Advisor to support their Revenues and Benefits contact centre via telephone and webchat.

The role

• Resolve Council Tax billing, collection and recovery enquiries.
• Explain Housing Benefit and Council Tax Support awards, entitlement and decisions.
• Set up payment plans and help customers understand payment arrangements.
• Support residents facing financial difficulties and handle sensitive information confidentially.
• 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, user acceptance testing (UAT) and cross-service training.

What you’ll bring

• Specialist knowledge of Council Tax, Council Tax Support and Housing Benefit enquiries, regulations and policies.
• Local government customer service experience in a busy, multi-service contact centre.
• Experience providing subject matter expertise in Council Tax, Council Tax Support and/or Housing Benefit.
• Ability to navigate Civica Open Revenues and D360 systems.
• Confidence interpreting account information and analytics to support accurate payment plans.
• Clear spoken and written English, accurate record-keeping and a courteous approach.
• Ability to manage complex calls, support vulnerable customers and elevate appropriately.

Desirable: Webchat experience and the ability to communicate in another language.

Hybrid working

Work from home and attend the office twice a week. Additional office days may be required to meet service needs.

DBHRSolutions is acting as the employing business for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates