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.