Neway International are seeking a Customer Service Agent to join our client based with London Borough of Islington. Location: 222 Upper Street Hours: 35 hours per week Start Date: 02/03/2026 End Date: ongoing Pay Rate: £20.55 PAYE / £27.18 Umbrella About the Client London Borough of Islington’s Customer Service division delivers high‑quality, accessible and responsive services to residents across multiple channels. Access Islington provides frontline support for Council Tax, benefits, and wider resident enquiries, ensuring first‑contact resolution and a consistent, customer‑focused experience. The team operates in a fast‑paced environment, managing high volumes of complex enquiries with professionalism and accuracy. The Role The Customer Service Agent (Scale 6) will handle Council Tax enquiries within a busy call centre environment, supporting residents with billing, payments, discounts, exemptions and Council Tax Support queries. You will manage complex cases, resolve escalations, and provide accurate advice in line with legislation, policy and service standards. This role requires strong resilience, excellent communication skills, and the ability to work confidently under sustained pressure. Key Responsibilities Deliver high‑quality customer service across telephone, email and face‑to‑face channels Manage complex Council Tax enquiries, including billing, recovery, discounts and support schemes Provide accurate information using CRM, telephony and council systems Handle distressed, irate or vulnerable customers with tact, empathy and professionalism Maintain accurate records, process payments and update customer accounts Support service improvements and adopt new ways of working Work flexibly within operational hours and contribute to team performance targets Liaise with internal departments and external partners to resolve cases Support colleagues and contribute to a positive, customer‑focused team culture Deputise for Team Leader when required Candidate Requirements Minimum 2 years’ experience in a call centre environment (essential) Experience working in a local government customer service setting (essential) Strong knowledge of Council Tax legislation, processes and Council Tax Support (essential) Proven commitment to delivering excellent customer service Ability to listen sensitively and provide clear, accurate advice Experience supporting diverse communities in a frontline environment Confident using IT, CRM and telephony systems Ability to work under pressure and manage difficult situations Strong communication skills, both written and verbal Ability to work independently with accuracy and attention to detail Flexible and adaptable to changing service needs