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Revenue & Benefits Customer Service Advisor
Job Posted: 19 hours ago
Salary: £ 16 - 16.22 / Hour
Job Type: Contract
Location: ME10, Sittingbourne, Kent
Expire in: a month
Job Description
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.
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 ebilling and council wide notifications, whilst recognising vulnerabiltity 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 Authoritys 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
Experience 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
Revenue & Benefits Customer Service Advisor Revenue & Benefits Customer Service Advisor Revenue & Benefits Customer Service Advisor Revenue & Benefits Customer Service Advisor Revenue & Benefits Customer Service AdvisorBefore You Apply
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- Bank details.
- National Insurance number.
- Date of birth.
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