Job Description: Customer Service Advisor - Council Tax Services
Role Overview:
As a Customer Service Advisor, you will be the first point of contact for residents, handling a range of Council Tax-related enquiries. Your responsibilities will include assisting residents in understanding their council tax bills, setting up payment plans, addressing account issues, and resolving disputes. Providing exceptional customer service while managing sensitive information with accuracy and professionalism is essential to this role.
Key Responsibilities:
- Handle inbound calls related to Council Services, specifically Council Tax.
- Assist residents with understanding council tax bills, payments, and account details.
- Set up and manage Direct Debits, payment plans, and other payment options.
- Support residents with Council Tax-related issues such as arrears, disputes, and exemptions.
- Ensure compliance with council policies, procedures, and legal requirements.
- Maintain accurate and up-to-date records of customer interactions.
Essential Requirements:
- Experience: Proven experience in answering enquiries related to Council Tax billing and recovery.
- Technical Knowledge: Experience using revenue systems such as NEC Northgate.
- Certification: Must hold a current BPSS certification that is valid for the entire duration of the placement.
Additional Information:
Overtime Rates: Liverpool City Council's overtime policy aligns with rates for permanent employees.
- Hours worked up to 37 per week will be paid at the standard rate.
- Overtime (above 37 hours): Time and a half for extra hours worked (double time on Sundays).
- Part-time staff: Overtime worked on weekends will attract enhancements after the first 2 hours, with the initial hours paid at the standard rate.
- Pay - £15.00 per hour
If you think you fit this role, please call Harrison on 0161 667 0023
