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We are looking for an experienced and customer-focused Revenues & Benefits Customer Service Officer to join our team. You will play a key role in providing timely, accurate, and sensitive support to residents contacting us about Council Tax and Housing Benefit enquiries.
You'll be the first point of contact, delivering excellent service over the phone, helping customers understand their responsibilities and entitlements, and guiding them through processes - including payment plans, benefit claims, and online self-service options.
Key Responsibilities
Respond to Council Tax and Housing Benefit enquiries by phone, ensuring a high standard of customer service at all times.
Interpret complex queries and provide solutions while maintaining professionalism and empathy.
Promote and support the use of online self-service tools (e.g. eBilling, discounts/exemptions forms), recognising when more tailored support is required.
Accurately update customer records, ensuring details such as names, contact information, and preferences are kept up to date.
Identify signs of potential fraud or incorrect claims and follow appropriate internal referral procedures.
Set up Council Tax arrangements, direct debits, and payment plans over the phone.
Amend accounts to reflect changes to instalments, payment methods, or due dates.
Suspend or cancel benefit claims as appropriate, in line with internal procedures.
Request and process supporting evidence required for Housing Benefit and Council Tax Support (CTS) claims.
Assist vulnerable residents in completing online claim forms or, where necessary, complete claims over the phone (particularly for those on Universal Credit).
Maintain confidentiality and comply with data protection requirements at all times.
Follow corporate complaints procedures where appropriate and apply service standards consistently.
About You
Ideally, you will have:
Experience working in a Council Tax and/or Housing Benefits role within a local authority or similar setting.
Good working knowledge of Academy/NEC or similar Revenues & Benefits systems.
Strong understanding of data protection guidelines and how to manage sensitive information.
Excellent communication and active listening skills with the ability to show empathy and remain solution-focused.
A proactive and self-motivated approach - able to work independently and as part of a team.
Confidence in promoting digital services and supporting customers with online tools.
An awareness of wider benefits and support that may be available to residents, with the ability to signpost appropriately.
Vivid Resourcing are committed to equality of opportunity for all applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships or any other characteristic protected by law.
