Join Our Team – Make a Real Difference to Our Customers!
We have an exciting opportunity to join our Revenues & Benefits Customer Engagement Team at Public Sector Partnership Services (PSPS). We’re looking for passionate individuals who put the customer first and thrive in a fast-paced, supportive environment.
As part of the team, you will play a key role in delivering a professional, customer focused telephone service to residents across the wider PSPS area, including Boston Borough, East Lindsey, and South Holland. You’ll handle inbound calls and provide clear, accurate advice on queries relating to Council Tax, Housing Benefit, and Council Tax Support, ensuring every customer receives a positive and efficient experience.
In a dynamic and high-volume customer service environment, you will need to maintain a strong understanding of legislation, guidance, and local policy, applying this knowledge effectively while managing multiple enquiries and delivering accurate advice under pressure.
What You’ll Do
* Answer customer enquiries by phone and email with empathy and professionalism.
* Support customers to access discounts, exemptions, and benefits they’re entitled to.
* Accurately input data while speaking to customers – multitasking is key!
* Apply legislation and local policies to make fair, timely decisions.
* Handle challenging situations with resilience and a calm, customer-first approach.
* Work closely with colleagues to resolve cases and deliver excellent service.
What We’re Looking For
* Previous experience in a customer focused environment – a passion for customer service and helping people.
* A good level of literacy and numeracy skills.
* Enthusiastic and confident in decision making and clear in communication with others.
* Demonstrate an understanding of legislation and policy, with the ability to apply this knowledge to ensure accurate and compliant decision making.
* Able to deal sensitively with customers who may be vulnerable and/or emotional and situations that may be challenging.
* Ability to listen and record accurate information during customer interactions.
About Us
PSPS (Public Sector Partnership Services) is a Local Authority Trading Company (LATCo) wholly owned by East Lindsey District Council, South Holland District Council and Boston Borough Council. We provide a range of professional services including HR & Payroll, Financial Services, Procurement & Contracts, ICT & Digital, Customer Contact, Revenues & Benefits, Health & Safety, and a range of Corporate Support services.
Company Culture
At PSPS, we are driven by a clear mission: “Together, we will provide high-quality professional services, achieving outstanding performance, satisfaction, and confidence for our customers, communities, and colleagues.”
We offer a vibrant, inclusive culture, generous pension, flexible hybrid working and career progression opportunities. Our teams enjoy regular events and recognition.
What do I get in return?
* Local Government Pension Scheme – With generous employer contributions, you can enjoy peace of mind knowing you’re part of a scheme designed to provide financial security for life after work.
* Annual leave – 26 days plus bank holidays and the option to purchase up to 5 days extra plus your birthday off; we also provide an option for you to flex when you take your bank holidays.
* Hybrid working – Our employees can work from home and office, with a minimum of 2 days working in our offices per week.
* Wellbeing support, advice and guidance – Emotional guidance can be accessed via our Employee Assistance Program through an online portal or over the telephone.
* Employee benefits platform – Discounts at Highstreet retailers, days out, gifts, holidays and leisure discounts.
* Employment policies – including gender neutral Family Parental leave policy and time‑off provisions to support those special and challenging moments in our employees’ lives.
* Career progression – Opportunities for professional growth and development.
Contact
If you’re interested in having a confidential conversation about the role, please contact Rebecca Wright, Customer Engagement Team Leader, on 07591 352405 or rebecca.wright@pspsl.co.uk.
Equal Opportunities
PSPS is an equal opportunities employer, we are committed to ensuring all recruitment processes are non‑discriminatory and that no potential or current employee is treated unfairly and PSPS has also committed to be a Disability Confident employer.
PSPS reserves the right to change the closing date, depending on application numbers. Interviews will be arranged when suitable candidates apply which may be prior to the closing date. For this role we do require the successful applicant to complete a DBS check as part of the onboarding process.
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