Senior Customer Service Advisor - Revenues & Benefits (Scale 6)
Enfield Council
Who You Are
You are an energetic and ambitious individual with experience in customer service, specifically in council tax support and housing benefits. You possess strong communication skills both in spoken and written English, with the ability to converse at ease with customers while providing accurate advice. You demonstrate a positive attitude towards customers, with a focus on ownership of issues and continuous improvement.
What the Job Involves
Your role involves working across Customer Operations Services, supporting the contact centre for the Council Tax and Housing Benefits front-line service through telephony and webchat. You will serve as a specialist advisor on complex enquiries related to billing, collection, and recovery of council tax, as well as assist with housing benefit queries. You are expected to provide excellent customer service, encourage self-service, and have in-depth knowledge of relevant regulations and policies. Additionally, you will participate in project work, UAT testing, and deputising for the Team Manager when necessary.
Skills
- Experience in council tax support and housing benefits
- Proven customer service excellence
- Proficient in using telephony and webchat systems
- Strong communication skills in spoken and written English
- Capacity to handle complex and sensitive enquiries
- Ability to navigate systems such as Civica (Open Revenues and D360)
- Skilled in resolving issues and providing solutions
- High attention to detail and accuracy
- Interpersonal skills to work collaboratively and supportively