3 months contract with a Local Authority
Job Summary:
• The Customer Service Officer (Council Tax) will act as a first point of contact for residents within the London Borough of Hackney, delivering a high-quality, professional front-line service across multiple channels.
• The role focuses primarily on handling complex Council Tax enquiries, administering accounts, applying legislation accurately, and supporting residents with billing, payments, discounts and recovery processes.
• The postholder will require in-depth technical knowledge of Council Tax legislation and demonstrable experience using Academy and Comino systems.
• The role operates within a hybrid working arrangement (minimum two days in the office per week).
Key Duties/Accountabilities (Sample):
• Maintain and update the Council Tax register, ensuring property records, liable parties, exemptions and discounts are accurate and compliant with legislation.
• Calculate, generate and issue Council Tax bills, revised demands and statutory notifications.
• Process changes in circumstances including house moves, tenancy changes, new builds and demolitions.
• Assess and apply discounts, exemptions and reliefs (e.g. Single Person Discount, student exemptions, Severe Mental Impairment).
• Handle complex Council Tax enquiries via telephone, face-to-face, digital and written channels.
• Negotiate and agree sustainable payment arrangements with residents experiencing financial difficulty.
• Process refunds and prepare documentation for debt write-offs in accordance with procedures.
• Use Academy and Comino systems for case management, workflow processing and record maintenance.
• Accurately log all enquiries, correspondence, complaints and actions within relevant systems.
• Provide technical advice on Council Tax legislation including the Local Government Finance Act 1992.
• Work collaboratively with internal departments (Housing Benefits, VOA, Legal Services) and external partners.
• Deliver service standards in line with KPIs, targets and customer service response times.
• Support service improvement initiatives and contribute to service development plans.
• Promote equality, diversity and a ‘one organisation’ approach in all service delivery.
Skills/Experience:
• Proven in-depth knowledge of Council Tax legislation, billing cycles, exemptions, discounts and enforcement procedures.
• Demonstrable recent experience using Academy and Comino systems (essential).
• Experience working in a fast-paced customer service or revenues environment.
• Strong administrative and case management skills.
• Excellent numerical ability and attention to detail.
• Experience negotiating payment arrangements and handling sensitive financial discussions.
• Ability to manage high-volume caseloads and work accurately under pressure.
• Strong written and verbal communication skills.
• Experience handling complex or challenging customer interactions professionally.
• Proficiency in Microsoft Office and Google packages.
• Commitment to equality, diversity and inclusive service delivery.
• Ability to work effectively both independently and as part of a team.
Additional Information:
• The closing date: 12/02/2026.
• Location: London Borough of Hackney.
• Hybrid working – minimum two office days per week.
• Umbrella Rate: £26.92 per hour.