Revenues and Benefits Customer Service Officer

Job Title: Revenues and Benefits Customer Service Officer

Location: Local authority based in Ealing

Hourly rate: 20.96 PAYE/ 27.77 Umbrella

Contract Length: 3-month contract (possibility of extension)

Working Pattern: Full Time (35 hours a week)

Working Arrangements: Hybrid- Tuesday & Wednesdays in the office

ASAP Start

Job Purpose:

To provide a comprehensive and in-depth telephone service for council tax and housing benefit/ council tax support enquiries. To ensure that all contacts receive a good customer experience, in a professional, timely and courteous manner always.

Job Duties:

• To acquire and retain a thorough understanding of Council Tax and Housing Benefit/ Council Tax Support legislation to efficiently manage enquiries.
• To be able to clearly explain and process accounts at all stages of the council tax recovery process from reminder to committal stage.
• To keep up to date with new Housing benefit/ council tax support and Council Tax policies and procedures, regulations and changes to welfare benefits, tax and pension credits.
• Promote and support residents registering for Myaccount and to carry out the functions associated with the portal e.g password resets, reactivation/deactivation, resolve failed registrations and linking of accounts.
• To negotiate payment arrangements for council tax liabilities following confirmation of the balance outstanding having regard to any benefit entitlement.
• To liaise as necessary with officers within both the council tax and benefit service back offices, other internal departments and external agencies.
• To raise inspection requests or refer cases to the valuation/ database team in respect of any properties that may have a property exemption issue or may be subject to a change in the valuation list.

Person Specification: The ideal candidate must have:

• An understanding and experience of working within a council tax and housing benefits environment
• Excellent customer service and telephone skills
• A good knowledge of council tax and/or housing benefit and council tax support legislation.
• Ability to demonstrate excellent customer care skills by seeking to understand the needs of customers and building rapport.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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