Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
BS
Hybrid Senior Customer Service Advisor – Revenues & Benefits
Posted 2 months ago
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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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