Senior Council Tax & Benefits Advisor

Carrington Blake Recruitment; 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

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.