Senior Customer Services Officer – AR

Job Details

Job Description: Senior Customer Services Officer (Council Tax & Housing Benefits)

Service Area: Customer Operations Services

Location: Enfield Council (Hybrid – Civic Centre & Home Working)

Job Purpose

To act as the first point of contact for customers contacting the Council via telephone and webchat, providing a professional, customer-focused, and accurate service. The role is a specialist position within Council Tax and Housing Benefits, responsible for resolving complex enquiries and supporting customers to achieve resolution at first contact wherever possible.

Key Responsibilities

  • Deliver high-quality customer service via telephony and webchat, handling a wide range of Council Tax, Council Tax Support, and Housing Benefit enquiries.
  • Provide specialist advice on Council Tax, including billing, discounts, exemptions, recovery, and enforcement processes.
  • Assist customers with Housing Benefit and Council Tax Support queries, ensuring advice is accurate and compliant with current legislation and council policies.
  • Handle complex and sensitive cases, including arrears, recovery action, and financial hardship situations.
  • Use council systems such as Civica Open Revenues and D360 to access, update, and manage customer records.
  • Aim to resolve enquiries at first point of contact, reducing the need for follow-up interactions.
  • Promote and encourage customer self-service, guiding users toward online services where appropriate.
  • Maintain accurate records of all customer interactions and actions taken.
  • Work collaboratively within the Customer Operations team to ensure efficient service delivery.
  • Demonstrate empathy, professionalism, and a strong customer-focused approach in all interactions.

Working Arrangements

  • Hybrid working model: minimum 2 days per week in the Civic Centre, with remaining days working from home (subject to service needs).
  • Working hours: Monday to Friday, 9:00am – 5:00pm.

Essential Requirements

  • Strong experience in a customer service or contact centre environment.
  • Ability to provide detailed and accurate advice on Council Tax and/or Housing Benefits.
  • Experience handling complex customer enquiries and resolving issues effectively.
  • Familiarity with CRM or case management systems (preferably Civica systems such as Open Revenues and D360).
  • Excellent communication skills, both verbal and written (for telephone and webchat).
  • Ability to remain calm and professional when dealing with challenging situations.
  • Strong problem-solving skills and attention to detail.
  • Commitment to delivering a high-quality, customer-focused service.

Personal Attributes

  • Customer-focused with a positive, supportive attitude
  • Patient, empathetic, and professional
  • Proactive and willing to go the extra mile
  • Able to work independently and as part of a team
  • Committed to continuous improvement and service excellence

Organisational Values

The role requires alignment with Council values, including:

  • Putting customers at the heart of service delivery
  • Being open, honest, and respectful
  • Taking responsibility and ownership
  • Working collaboratively to find solutions
  • Listening, learning, and improving services