Senior Customer Service Advisor

Civic Recruitment Limited; Enfield (CT); Hybrid; USD 37,000 - 49,000; Full time

Benefits offered by this job

Bi-weekly pay schedule

Local government experience

Job summary

Civic Recruitment Limited is seeking a Senior Customer Service Advisor – Revenues & Benefits for a 3-month contract in Enfield. You will handle complex Council Tax, Housing Benefit and Council Tax Support inquiries via phone and webchat, ensuring accurate advice at first point of contact.

Role requires experience in 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.
• 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.

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

Council Tax

Webchat

Customer service

Revenues & Benefits

Tools

Civica Open Revenues

D360

Job description

Enfield, United Kingdom | Posted on 02/11/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

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 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.