Online Data Entry-Jobs in Großbritannien

Revs & Bens Customer Service Advisor

Location: East Street, Sittingbourne, Kent, ME10 3HTS
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon Fri, 09 00, 37 Hours per week
Pay Rate: GBP 16.09 per hour
Job Ref: OR10192
Responsibilities

• Provide an effective and quality service to customers of Swale Borough Council regarding Revenue and Benefit enquiries.
• Answer phone calls related to Revenues & Benefits promptly, maintaining high levels of customer service.
• Interpret customer queries/problems to generate solutions that meet their needs while on the phone.
• Promote and encourage self-service and online services, such as e-billing and council-wide notifications, while recognizing vulnerability and supporting residents as needed.
• Ensure confidentiality of all evidence/information held on systems accessed.
• Maintain up-to-date customer data, including correct spellings of names, adding first names to accounts/profiles, email addresses, and telephone numbers.
• Identify other support and benefits/assistance customers may be entitled to and provide appropriate signposting.
• Recognize signs of fraudulent claims, document key information, and follow the correct referral process.
• Apply operating standards when responding to each enquiry and follow the Authority's complaints procedure when necessary.
• Set up Council Tax arrangements and payment plans for customers.
• Reprofile Council Tax accounts to ensure correct instalments.
• Make changes to customers' payment methods and instalment due dates, take payments, and direct to self-service options.
• Set up direct debits and send copy bills on request.
• Promote and direct customers to online discounts, exemptions, and benefits calculators, and other self-service options, or perform these tasks on behalf of the customer if needed.
• Manage the suspension and cancellation of benefit claims without referring to the back office.
• Update and maintain the Council Tax/Benefits system according to changes reported by customers within agreed service levels.
• Request further evidence/information from customers to support claims for Housing Benefits and council tax support (CTS) and Council Tax.
• Assist vulnerable individuals in making claims or applications using online forms or over the phone for those receiving Universal Credit.
• Communicate with customers at an agreed level in a customer-focused role.
• Commit to the Council's Strategic Plan.
• Undertake any required training and development.
• Comply fully with the Council's Equal Opportunity Policy.
• Comply fully with the Council's Health and Safety at Work Policy.
• Assist as required in the Council's Emergency Plan.
• Comply fully with the Council's IT Security Policy.
• Undertake other duties commensurate with the grade of the post.

Person Specification

• Educated to GCSE standard at Grade C, including Maths and English, or an equivalent qualification such as an NVQ level 2 in a suitable subject area like Business and Finance Administration or Customer Services.
• Ability to converse at ease with customers, adapting communication style to suit differing audiences and providing advice in accurate spoken English.
• Ability to communicate clearly and effectively, interpret the nature and complexity of customer enquiries, and determine the right course of action through effective listening and questioning skills.
• Understanding and ability to interpret benefits and council tax rules and legislation.
• Ability to recognize and handle sensitive and confidential information, and to deal sensitively with distressed, agitated, confused, or irate customers.
• Accurate keyboard and proficient computer skills in data entry, with the ability to operate telephone equipment effectively at the same time.
• IT literate with knowledge and experience of MS Office (Word, Excel, and Outlook).
• Knowledge and understanding of the importance of Data Protection.
• 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.
• 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.

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