Revs & Bens Customer Service Advisor - Revenues & Benefits
Sittingbourne
Contract
£16.09 per hour
Our client is looking for an experienced Revs & Bens Customer Service Advisor - Revenues & Benefits.
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 centre
environment.
MAIN ACCOUNTABILITIES
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 e-billing and council wide notifications, whilst recognising vulnerability 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 and following the correct referral process
To apply operating standards when responding to each enquiry and to follow the Authority’s complaints procedure when appropriate Tasks to be carried out with customer on the phone include:
Setting up Council Tax arrangements and payment plans for customers
Reprofile Council Tax accounts to ensure instalments are correct Make changes to customers payment method and instalment due dates as well as taking payments and signposting to self service
Set up direct debits Send copy bills on request Promote and signpost customers online for discounts, exemptions, and benefits calculator and for other self- service options. Where this is not possible then this can be done on the customers behalf
Responsibility for suspending & cancelling benefit claims without referring to the back office
To update and maintain the Council Tax/Benefits system in accordance with changes reported by customers as appropriate and within the agreed service levels
To request further evidence/information from customers as required in support of claims for Housing Benefits and council tax support (CTS) as well as for Council Tax
To assist those who may be vulnerable to either make a claim or application using online forms or making claims for CTS over the phone for those in receipt of Universal Credit
As a customer focused role, be able to communicate with our customers at the agreed level Commitment to the Council’s Strategic Plan
To undertake any training and development as required To comply fully with the Council’s Equal Opportunity Policy To comply fully with the Council’s Health and Safety at Work Policy
To assist as required in the Council’s Emergency Plan To comply fully with the Council’s IT Security Policy
To undertake other duties commensurate with the grade of the post
Knowledge Educated to GCSE standard at Grade C including Maths and English or an equivalent qualification such as an NVQ level 2 in a suitable subject area like Business and Finance Administration or Customer Services As this is a customer focused role the ability to converse at ease with customers, adapting communication style to suit differing audiences and provide advice in accurate spoken English is essential. The ability to communicate clearly and effectively is essential to the role. To interpret the nature and complexity of the customer enquiry in order determine the right course of action through effective listening and questioning skills. To have the understanding and ability of the interpretation of benefits and council tax rules and legislation. Ability to recognise and handle sensitive and confidential information and be able to deal sensitively with distressed, agitated, confused or irate customers Accurate keyboard and proficient computer skills in data entry with the ability to operate telephone equipment effectively at the same time. IT literate with knowledge and experience of MS Office (Word, Excel and Outlook) Knowledge and understanding of the importance of Data Protection
Experience of providing a telephony customer focused front-line service Knowledge and experience of working in a council tax and housing benefits role Experience of using Academy/NEC or similar Revenues and Benefits systems Ability to recognise and handle sensitive and confidential information as well as working to data protection guideline Self motivated, able to work with minimal supervision but also a team player Effective communication skills and the ability to deal sensitively with distressed, agitated, confused or irate customers
PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients
are an equal opportunities employer