Contact Centre Customer Care Officer
This role for a Contact Centre Customer Care Officer has been released on a temporary basis for 3 months initially.
You will be part of a team in our established corporate contact centre. This is a challenging environment with a high volume of calls and will provide a first time resolution of both council tax and/or benefit enquiries by delivering a high quality customer service.
Main Duties
* Working in the contact centre you will be expected to answer telephone calls, update computer records as appropriate and to provide advice on all aspects of council tax and/or housing benefit enquiries.
Examples of Council Tax enquiries would be:
a.Periods of liability, determining discounts and exemptions, calculation of refunds.
b.To make arrangements for payment following the issue of reminders and summonses in accordance with management guidelines and Council Tax legislation.
Examples of Housing Benefit and Council Tax Benefit enquires would be:
a.To promote the take up of Housing Benefit and Council Tax Benefit, as well as other welfare benefits.
b.To provide customers with manual calculations the telephone to establish whether they will be entitled to Council Tax and Housing Benefits.
c.To check and verify customers personal and financial details in order to establish that the information provided is accurate and to advise on the status of claims.
d.To identify and refer any cases of potential fraud to the Fraud Team.
Other types of enquiries include:
a.Liaising with other Benefit and Revenues staff, Council Departments,
Government agencies and other external organisations as appropriate, in order to resolve enquiries.
b.Ensuring that the work is undertaken in accordance with legislation, council policy and the operational service plan of the section.
c.To ensure compliance with the Council's Equal Opportunities Policy, Data Protection Act and the Council's Financial Regulations.
Essential Criteria
•Experience of working in a Revenues and/or Benefits environment (most be within last 6 months)
•Excellent communication skills (including questioning, listening, establishing rapport, showing empathy, whilst managing customer expectations)
•Ability to explain legislative / technical / complex information clearly
•Knowledge of Microsoft Office suite, document management and I World
•Flexible approach and able to adapt quickly to changing priorities
Please send your most updated CV to Grant Wilson by clicking apply now
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Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.
You'll find a wide selection of vacancies on our website
You will be part of a team in our established corporate contact centre. This is a challenging environment with a high volume of calls and will provide a first time resolution of both council tax and/or benefit enquiries by delivering a high quality customer service.
Main Duties
* Working in the contact centre you will be expected to answer telephone calls, update computer records as appropriate and to provide advice on all aspects of council tax and/or housing benefit enquiries.
Examples of Council Tax enquiries would be:
a.Periods of liability, determining discounts and exemptions, calculation of refunds.
b.To make arrangements for payment following the issue of reminders and summonses in accordance with management guidelines and Council Tax legislation.
Examples of Housing Benefit and Council Tax Benefit enquires would be:
a.To promote the take up of Housing Benefit and Council Tax Benefit, as well as other welfare benefits.
b.To provide customers with manual calculations the telephone to establish whether they will be entitled to Council Tax and Housing Benefits.
c.To check and verify customers personal and financial details in order to establish that the information provided is accurate and to advise on the status of claims.
d.To identify and refer any cases of potential fraud to the Fraud Team.
Other types of enquiries include:
a.Liaising with other Benefit and Revenues staff, Council Departments,
Government agencies and other external organisations as appropriate, in order to resolve enquiries.
b.Ensuring that the work is undertaken in accordance with legislation, council policy and the operational service plan of the section.
c.To ensure compliance with the Council's Equal Opportunities Policy, Data Protection Act and the Council's Financial Regulations.
Essential Criteria
•Experience of working in a Revenues and/or Benefits environment (most be within last 6 months)
•Excellent communication skills (including questioning, listening, establishing rapport, showing empathy, whilst managing customer expectations)
•Ability to explain legislative / technical / complex information clearly
•Knowledge of Microsoft Office suite, document management and I World
•Flexible approach and able to adapt quickly to changing priorities
Please send your most updated CV to Grant Wilson by clicking apply now
---
Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.
You'll find a wide selection of vacancies on our website