2 month contract role with a Local Authority Job Summary: • The Customer Service Agent (Scale 6) will deliver high-quality, customer-focused services within Contact Islington, supporting residents with complex enquiries across multiple channels including telephone, face-to-face, email and written correspondence. • The role places particular emphasis on Council Tax billing and Council Tax Support, ensuring first contact resolution wherever possible. • The postholder will work in a fast-paced contact centre environment, handling sensitive and complex cases, processing payments, maintaining accurate records, and deputising for the Team Manager when required. • A strong commitment to equality, excellent customer care and performance targets is essential. Key Duties/Accountabilities (Sample): • Respond to complex customer enquiries via telephone, face-to-face, email and written correspondence in line with corporate policies and customer care standards. • Provide accurate advice and guidance relating to Council Tax billing and Council Tax Support. • Handle distressed, irate or vulnerable customers in a calm, professional and empathetic manner. • Process payments (cash, cheque, card) and issue invoices in accordance with financial procedures. • Accurately update and maintain records on CRM and relevant management information systems. • Monitor and meet personal and team performance targets, ensuring service standards are achieved. • Register applications for financial assistance within agreed timescales. • Liaise with internal departments and external organisations to resolve enquiries. • Maintain up-to-date knowledge of council services, policies and legislative changes. • Support new staff through knowledge sharing and routine systems training (Scale 5 responsibility). • Handle escalated and unresolved enquiries and demonstrate specialisation skills (Scale 6 responsibility). • Deputise for the Team Manager as required. • Ensure compliance with Data Protection, Health & Safety, Equal Opportunities and Dignity for All policies. Skills/Experience: • Minimum 2 years’ experience in a call centre environment. • Previous customer service experience within local government. • Experience handling Council Tax and Council Tax Support enquiries. • Experience working with diverse communities in a public-facing role. • Proven ability to manage complex enquiries and deliver excellent customer outcomes. • Strong verbal and written communication skills. • Excellent listening skills with the ability to provide clear, sensitive advice. • Ability to deal confidently with challenging, aggressive or distressed customers. • Competent in using CRM systems, telephony systems and Microsoft Office. • Ability to work independently with accuracy and attention to detail. • Strong organisational and time management skills. • Ability to multitask and adapt to new systems and processes. • Good numerical skills to process payments and compile statistics. • Ability to work under sustained pressure. • Knowledge of Equalities legislation and commitment to inclusive service delivery. • Ability to deputise and support team leadership functions (Scale 6). Additional Information: • Office-based role at 222 Upper Street. • Shift work may include evenings and weekends within operational hours. • Dress code/uniform compliance required. • Enhanced DBS is required. • Council tax experience is essential. • Call centre – minimum 2 years of experience is required.