Location

Sittingbourne
South East England
United Kingdom

Date Published:

2025-07-19

Online to:

2025-09-17
Pound 20.00 HOUR

Revs & Bens Customer Service Advisor

Revs & Bens Customer Service Advisor

Location: East Street, Sittingbourne, Kent, ME10 3HTS
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon Fri, 09 00, 37 Hours per week
Pay Rate: GBP 16.09 per hour
Job Ref: OR10192
Responsibilities

Provide an effective and quality service to customers of Swale Borough Council regarding Revenue and Benefit enquiries.
Answer phone calls related to Revenues & Benefits promptly, maintaining high levels of customer service.
Interpret customer queries/problems to generate solutions that meet their needs while on the phone.
Promote and encourage self-service and online services, such as e-billing and council-wide notifications, while recognizing vulnerability and supporting residents as needed.
Ensure confidentiality of all evidence/information held on systems accessed.
Maintain up-to-date customer data, including correct spellings of names, adding first names to accounts/profiles, email addresses, and telephone numbers.
Identify other support and benefits/assistance customers may be entitled to and provide appropriate signposting.
Recognize signs of fraudulent claims, document key information, and follow the correct referral process.
Apply operating standards when responding to each enquiry and follow the Authority's complaints procedure when necessary.
Set up Council Tax arrangements and payment plans for customers.
Reprofile Council Tax accounts to ensure correct instalments.
Make changes to customers' payment methods and instalment due dates, take payments, and direct to self-service options.
Set up direct debits and send copy bills on request.
Promote and direct customers to online discounts, exemptions, and benefits calculators, and other self-service options, or perform these tasks on behalf of the customer if needed.
Manage the suspension and cancellation of benefit claims without referring to the back office.
Update and maintain the Council Tax/Benefits system according to changes reported by customers within agreed service levels.
Request further evidence/information from customers to support claims for Housing Benefits and council tax support (CTS) and Council Tax.
Assist vulnerable individuals in making claims or applications using online forms or over the phone for those receiving Universal Credit.
Communicate with customers at an agreed level in a customer-focused role.
Commit to the Council's Strategic Plan.
Undertake any required training and development.
Comply fully with the Council's Equal Opportunity Policy.
Comply fully with the Council's Health and Safety at Work Policy.
Assist as required in the Council's Emergency Plan.
Comply fully with the Council's IT Security Policy.
Undertake other duties commensurate with the grade of the post.

Person Specification

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.
Ability to converse at ease with customers, adapting communication style to suit differing audiences and providing advice in accurate spoken English.
Ability to communicate clearly and effectively, interpret the nature and complexity of customer enquiries, and determine the right course of action through effective listening and questioning skills.
Understanding and ability to interpret benefits and council tax rules and legislation.
Ability to recognize and handle sensitive and confidential information, and 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.
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.

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Revs & Bens Customer Service Advisor

Location

Date Published:

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Revs & Bens Customer Service Advisor

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