PURPOSE OF JOB
To provide an effective and quality service to customers of Swale Borough Council who are phoning us in relation to Revenue and Benefit enquiries.
The Revenues & Benefits Customer Service Advisors need to have the knowledge, understanding and experience of Revenues and Benefits and using Academy or likewise system in a contact center environment.
To answer phone calls relating to Revenues & Benefits in a timely manner, always ensuring high levels of customer
To interpret queries/problems that are generated by customers in order to generate solutions to meet their needs whilst the customer is on the phone with you
Promote and encourage self service and online services, including ebilling and council wide notifications, whilst recognising vulnerabiltity and where there may be the need to support residents through their enquiry
To ensure confidentiality of all evidence/information held on all systems accessed
Ensuring customer data is up to date, this includes correct spellings of names, adding first names to accounts/profiles, email addresses and telephone numbers
Through active listening and conversation have an awareness of other support and benefits/assistance that customers may be entitled to and signposting customers as appropriate
Responsibility for recognising signs of fraudulent claims, understand what key information should be recorded a...