Hybrid Senior Customer Service Advisor – Revenues & Benefits

at Business Smart Solutions

• Job title: Senior Customer Service Advisor – Revenues & Benefits
• Job type: Contract
• Experience level: Senior
• Salary: £24 per hour
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Enfield, United Kingdom

About the role

• Senior Customer Service Advisor providing support for council tax and housing benefits inquiries. Handling complex resident enquiries and maintaining customer records in a hybrid work environment.

Responsibilities

• Handle a high volume of complex enquiries from residents, landlords, and internal departments via telephone, email, and webchat.
• Interpret complex legislation and policies to provide timely and accurate advice to customers on Council Tax liability, benefit entitlement, discounts, and exemptions.
• Help vulnerable residents with the claim process.
• Handle initial enquiries relating to debt and negotiate payment arrangements with customers Council Tax, or overpaid benefits.
• Maintain accurate and confidential electronic records, ensuring all actions taken and information provided are logged in line with data protection policies.
• Guide customers to online self-service tools or other agencies, such as debt advice services or the Department for Work and Pensions (DWP), when appropriate.

Requirements

• You have to provide and have knowledge of a comprehensive and in-depth telephony/webchat service for council tax / council tax support / housing benefit and recovery enquiries to operate as part of the team providing the efficient day-to-day operation of first point of contact for customer and online support services, enabling customers to resolve issues first-time and focusing on encouraging and supporting customers to self-serve.
• Ready to work between the hours of 9am -5pm Monday to Friday.
• Work at the Civic Centre twice a week (but may need to do more days if required) and working from home.
• To be a specialist in advising full spectrum of council tax and housing benefit enquiries, consistent with current regulations and policies and have a positive attitude toward customers.
• Will go the extra mile to help our customers and listen to their needs.

Benefits

• Perks Hub
• Free monthly lifestyle perks; such as free coffees, breakfasts, cinema tickets, etc
• Shopping discounts from the biggest brands, all year round
• Save money on everything from the supermarket shop to summer holidays
• Wellness Hub
• Easy to follow videos for everything from yoga exercises, to strength training and HIIT workouts
• Mindfulness, meditation and sleep resources, available on all your devices
• Guides to help with everything from anxiety to stopping smoking
• Confidential mental health helpline, 24/7 access to a qualified counsellor
• Celebration Hub
• Company polls where everybody can vote for the winners
• Culture Hub
• Stay in the loop with what’s happening by accessing Culture hub anywhere, at any time