Job Title: Customer Service Officer - Council Tax & Housing Benefits

Location: Ealing, W5 2HL - Hybrid working (2 days Office, Tuesdays & Wednesdays)

Hourly rate -20.96 PAYE / -27.33 Umbrella per hour

Contract Length: 3-month contract (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 35 hours

ASAP Start

We are looking for a Council Tax & Housing Benefit Customer Service Officer to join our Customer & Transactional Services team. In this customer-focused role, you will be the first point of contact for residents, providing expert advice and support on Council Tax, Housing Benefit and Council Tax Support enquiries. You will play a key role in helping customers understand their accounts, manage payments, access benefits and utilise online services.

Key Responsibilities

• Handle a high volume of telephone and customer enquiries relating to Council Tax, Housing Benefit and Council Tax Support.
• Provide clear, accurate and professional advice on benefit entitlement, council tax accounts and payment arrangements.
• Negotiate and agree payment plans with customers in accordance with council procedures.
• Maintain accurate customer records and update accounts using council systems.
• Process applications, correspondence, discounts, exemptions, direct debits, refunds and account changes.
• Support residents in using online services and digital platforms such as MyAccount.
• Liaise with internal departments and external organisations to resolve customer enquiries efficiently.
• Manage sensitive and potentially challenging customer situations with empathy, professionalism and resilience.

About You

You will be a confident communicator with strong customer service skills and experience working within Council Tax, Housing Benefits and a local government environment.

Essential Requirements

• Working knowledge of Council Tax and/or Housing Benefit and Council Tax Support legislation.
• Essential software knowledge of Northgate/NEC/Iworld.
• Working knowledge of a document imaging system
• Minimum one year''s experience within a customer service or service delivery environment.
• Proven ability to resolve customer enquiries by telephone.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional when handling difficult or distressed customers.
• Experience using Microsoft Office, CRM systems and other ICT applications.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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