Revs & Bens Customer Service Advisor needed in Sittingbourne, £16.09ph PAYE - Reference: OR10192
You will ideally have:
* Knowledge and experience of working in a council tax and housing benefits role
* Experience of using Academy/NEC or similar Revenues and Benefits systems
* Ability to recognise and handle sensitive and confidential information as well as working to data protection guidelines
* Self-motivated, able to work with minimal supervision but also a team player
Responsibilities include:
1. Answering phone calls relating to Revenues & Benefits promptly, ensuring high levels of customer service
2. Interpreting customer queries/problems to generate solutions during calls
3. Promoting self-service and online options, including e-billing and notifications, while supporting vulnerable residents as needed
4. Maintaining confidentiality of all evidence/information on systems
5. Updating customer data accurately, including names, contact details, and account information
6. Active listening to identify other support or benefits customers may be entitled to and signposting appropriately
7. Recognising signs of fraudulent claims and following referral procedures
8. Applying operating standards when responding to inquiries and following the complaints procedure when necessary
9. Managing council tax arrangements, payment plans, and account profiling
10. Processing changes to payment methods and instalment due dates, taking payments, and signposting to self-service
11. Setting up direct debits and sending copy bills upon request
12. Promoting online discounts, exemptions, benefits calculators, and self-service options, including assisting customers in making claims over the phone or online
13. Suspending and cancelling benefit claims as appropriate without back-office referral
14. Updating and maintaining Council Tax/Benefits systems according to reported changes within service levels
15. Requesting additional evidence for housing benefits and council tax support claims
16. Assisting vulnerable individuals with online claims or applications over the phone, especially for Universal Credit
17. Communicating effectively with customers at the appropriate level
This is a full-time role on a temporary contract basis.
If interested, apply via our website with your CV or email it to katie@essentialemploy.co.uk quoting the reference number.
Essential Employment acts as an Employment Business and is an Equal Opportunities Employer.
Pre-employment checks, including references, may be required. Due to high application volumes, not all applicants will receive individual responses, but successful candidates will be contacted by phone.
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