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Customer Support Officer

Location: Exeter, Devon, England
Type: Temporary
Salary: GBP12 - 13 per Hour
Benefits: None
Job Ref: EXEX006CSO
Posted: 29/06/2022Apply Now

Job Description

Wise Employment have an excellent opportunity for a Customer Support Officer to join our client at Exeter City Council, on a Temporary basis until 31/03/2023.
Full time, 37hrs per week, Monday - Friday. Remote Working. £11.93 - £12.92/hr. 

This is an opportunity for a motivated individual with a positive can do approach to join Exeter City Council’s Customer Support team.
As first point of contact for citizens, you will be expected to deal with a range of requests, across Benefits, Council Tax, Housing, and other Council service areas, you will need plenty of initiative and experience of working in a fast paced face to face/call centre environment.

As a Customer Support Officer, your duties will include: 

  • To deliver a consistently excellent and accurate service to all customers telephoning or visiting the Customer Services.
  • To resolve queries at the first point of contact, pulling in expertise where required.
  • To gather a complete picture of the problem to be solved and provide a pro-active response, tailored to meet individual’s needs.
  • To assist customers in resolving their housing and financial problems and other Council related queries.
  • To support customers in gaining financial independence and sustainable accommodation.
  • To respond, with courtesy and sensitivity, to a wide range of queries received through all channels from within and outside of the ‘Help Me With My Financial/Housing Problem System, including Benefits, Council Tax, Housing, Parking, Planning and Environmental Health, and to actively maintain and develop an extensive, up to date and relevant working knowledge of council wide services and procedures.
  • To work flexibly to meet demand, covering all aspects and roles of the Customer Support function as needed, including that of Floor walker, Receptionist and Telephone/ Face to Face Adviser, and to effectively manage own time in accordance with the rota and resource needs.
  • To use initiative and problem solving skills to decide the most appropriate action to take to assist customers with their problems, frequently including those with particularly sensitive or complex issues. This may include giving budgeting advice and assisting customers with accessing services online.
  • To utilise an extensive knowledge of relevant legislation and council procedures to process work at the first point of contact. Including updating Council Tax records, advising and making adjustments for Benefit and Housing customers, negotiating arrangements and taking payments for the Payment & Collection team, as well as a range of other tasks for services across the council. Work to only be passed across when further expertise is required.
  • To develop a broad awareness of wider information and services relating to customer's problems, acting as an advocate or signposting where appropriate.
  • To take on aspects of the Revenues Officer role, including processing changes and determining liability and entitlement to discounts, disregards and exemptions, in accordance with Council Tax regulations

As a Customer Support Officer, you will: 

  • Have experience of dealing with customers, with varied needs and issues, by phone, face to face and in private interview, in a consistent and non judgemental manner
  • Possess current knowledge of Housing Benefit, and Council Tax Support rules and requirements, including recovery processes
  • Be a clear speaker with a friendly and approachable manner
  • Have excellent interpersonal and communication skills, including the ability to communicate well verbally in a confident and professional manner in order to explain or justify a policy, decision or position
  • Be able to work closely with colleagues from other teams, utilising expertise to fully investigate solutions to a complex customer need
  • Be able to input and extract data from a variety of IT systems, and use several systems at the same time
  • Be able to handle basic telephony systems, manage phone calls efficiently and signpost customers to services within and outside the organisation
  • Be able to assimilate information quickly in order to establish customer needs.
  • Be a reliable team player who makes a positive contribution to the team whilst also being able to work on their own initiative and take responsibility for their own work

The Council Tax team sits within the Revenues, Benefits and Customer Access service. The whole team works mainly from home and the successful candidate will enjoy that same flexibility.

Candidates are required to meet the conditions of the Baseline Personnel Security Standard, including a current Basic DBS check, and be able to evidence this on request.

The DBS can be carried out by Wise Employment for the successful candidate. 

 If you are a great communicator with good general knowledge of current Council Tax processes and feel you would be the right candidate for this role, apply now via this job board or the Wise Employment website.

You can also view our live vacancies on our Faceboook page, Wise Exeter. 


Apply Now