Senior Customer Service Advisor - Revenues & Benefits (Scale 6)
Enfield Council
Role
Who You Are
We are seeking an energetic and ambitious candidate for a Senior Customer Services Officer position at Enfield Council. The ideal candidate is ready to work between 9am - 5pm, Monday to Friday, with a requirement to work at the Civic Centre twice a week. You are a specialist in advising on council tax and housing benefit enquiries, with a positive attitude towards customers and the ability to navigate systems like Open Revenues and D360.
What the Job Involves
The role involves supporting the contact centre for Council Tax and Housing Benefits, providing in-depth telephony and webchat service for council tax and housing benefit enquiries. You will be advising customers on complex enquiries, encouraging self-service, and acting as a specialist advisor on council tax. The job requires you to assist customers effectively and assertively with commitment to confidentiality, participate in project work and UAT testing, and deputize for the Team Manager as needed. The role includes handling escalated calls, providing cover across various customer service areas, managing customer feedback, and maintaining performance standards.
Skills
- Subject matter expertise in council tax and housing benefits
- Experience in a multi-functional customer service environment
- Excellent spoken and written English skills
- Analytics and payment plan setup skills
- Ability to manage customer calls and emails effectively
- Attention to detail and accuracy
- Integrity and ability to manage expectations
- Collaborative working skills