RQ1795719 – Senior Customer Service Advisor – Revenues & Benefits

Enfield Council; Enfield (CT); On-site; USD 29,000 - 41,000; Full time

Job summary

Carrington Blake Recruitment is seeking a specialist customer service advisor to support residents with Council Tax, Housing Benefits and related enquiries via telephone, webchat and digital channels.

The role focuses on resolving complex Council Tax and Housing Benefit matters at first contact, explaining bills and entitlements, helping residents access online self-service, and supporting vulnerable customers through clear guidance and escalation when needed.

Qualifications

• Previous experience as a Council Tax, Council Tax Support or Housing Benefits specialist/advisor.
• Experience working within a local authority customer service or contact centre environment.
• Strong technical knowledge of Council Tax and/or Housing Benefits legislation, policies and procedures.
• Experience handling complex customer enquiries and providing specialist advice.
• Ability to use and interrogate revenue and benefits systems confidently.
• Understanding of payment arrangements, billing, collections and benefit entitlements.
• Excellent spoken and written English.
• Ability to support vulnerable customers and manage challenging conversations professionally.
• Strong attention to detail and accurate record-keeping skills.
• Ability to manage workloads, meet targets and work effectively as part of a team.

Responsibilities

• Respond to customer enquiries through telephone, webchat, email and social media.
• Provide specialist advice on Council Tax bills, payments, arrears and recovery.
• Assist residents with Housing Benefit and Council Tax Support enquiries.
• Explain benefit awards, eligibility, entitlement and payment arrangements.
• Set up payment plans and advise on discretionary schemes and financial support.
• Investigate complex enquiries and resolve or escalation cases where necessary.
• Support vulnerable residents and signpost them to relevant welfare organisations.
• Update customer records and accurately document all interactions.
• Support colleagues through coaching, shadowing and sharing specialist knowledge.
• Assist with system testing (UAT), new service developments and process improvements.

Skills

Council Tax knowledge

Housing Benefits knowledge

Customer Service

Technical knowledge

Communication

Problem solving

Record keeping

Job description

Work Pattern: 9am -5pm, Monday to Friday, 35 hours per week

PAYE Pay Rate: £18.92 per hour

Main Purpose of the Role

To provide specialist customer service support for Council Tax, Council Tax Support and Housing Benefits enquiries through telephone, webchat and digital channels.

The role involves advising residents on complex Council Tax and Housing Benefit matters, explaining bills, payments, benefit entitlements and payment arrangements. The postholder will aim to resolve enquiries at the first point of contact, support vulnerable customers and encourage residents to use online self-service facilities.

You will also act as a subject matter expert, supporting colleagues, handling escalated enquiries and helping improve customer service processes.

Typical Day Overview

• Respond to customer enquiries through telephone, webchat, email and social media.
• Provide specialist advice on Council Tax bills, payments, arrears and recovery.
• Assist residents with Housing Benefit and Council Tax Support enquiries.
• Explain benefit awards, eligibility, entitlement and payment arrangements.
• Set up payment plans and advise on discretionary schemes and financial support.
• Investigate complex enquiries and resolve or escalation cases where necessary.
• Support vulnerable residents and signpost them to relevant welfare organisations.
• Update customer records and accurately document all interactions.
• Support colleagues through coaching, shadowing and sharing specialist knowledge.
• Assist with system testing (UAT), new service developments and process improvements.

Key Skills & Responsibilities

• Council Tax & Housing Benefits Knowledge – Strong understanding of Council Tax, Council Tax Support, Housing Benefits, billing, collection and recovery.
• Customer Service – Experience delivering excellent customer service within a busy contact centre or local authority environment.
• Technical Knowledge – Ability to investigate complex enquiries and navigate revenue and benefits systems.
• Communication Skills – Excellent verbal and written communication skills across telephone, webchat, email and social media.
• Problem Solving – Ability to resolve complex enquiries, investigate discrepancies and manage escalated complaints.
• Financial Understanding – Ability to understand customer accounts, calculate and arrange appropriate payment plans.
• Vulnerable Customer Support – Experience supporting residents experiencing financial difficulties or requiring additional assistance.
• Record Keeping – Maintaining accurate customer records, case notes and system updates.
• Teamwork & Leadership – Supporting colleagues, sharing knowledge, assisting with training and deputising for the Team Manager when required.
• Process Improvement – Supporting UAT testing, new service launches and improvements to customer journeys.

Essential Qualifications & Requirements

• Previous experience as a Council Tax, Council Tax Support or Housing Benefits specialist/advisor.
• Experience working within a local authority customer service or contact centre environment.
• Strong technical knowledge of Council Tax and/or Housing Benefits legislation, policies and procedures.
• Experience handling complex customer enquiries and providing specialist advice.
• Ability to use and interrogate revenue and benefits systems confidently.
• Understanding of payment arrangements, billing, collections and benefit entitlements.
• Excellent spoken and written English.
• Ability to support vulnerable customers and manage challenging conversations professionally.
• Strong attention to detail and accurate record-keeping skills.
• Ability to manage workloads, meet targets and work effectively as part of a team.