Council Tax Customer Service
Akton has an opening for someone with a strong background in revenues and benefits to join a local authority in East London
This role delivers a high quality frontline service offer and champions the customer to drive a customer centric culture that puts customers at the heart of everything the Council does. Working in a multi-skilled and multi- disciplined team the main areas of responsibility include;
Customer Service Officer
1.1 To be a point of contact for members of the public to deliver a high-quality customer advisory service to both internal and external customers, ensuring that customer experience is a positive one
1.2 To be familiar with the Council's services to respond to enquiries relating to numerous services and work with them to highlight and deliver improvements in customer journey's and experience
1.3 To have the ability to work across a range of customer service channels including; face to face, telephone, email, online, social media, webchat and letter.
1.4 Have the ability to stay calm under pressure and deal with conflicting demands in sometimes stressful situations
1.5 To have an understanding of Council Tax processes to be able to deal with common enquiries
1.6 Detailed working knowledge of IT systems required to deliver services
1.7 To be accurate and have attention to detail to process payments for the Council and set up payment plans
1.8 To be the 'Voice of the Customer', set exemplary standards and work with services to improve standards and reduce unnecessary demand
1.9 To receive and check official documentation
1.10 To understand the needs of customers and have the ability to identify services customers may be interested in to upsell commercial arms of the business and encourage participation in consultations
1.11 Deal tactfully with complaints and work with colleagues to resolve and respond appropriately
1.12 To be proactive and keen to develop customer service skills
1.1 To work as part of a team responsible for contacting idividuals in relation to the contact tracoing service for Covid 19 in Redbridge
1.2 You will explain and advise customers in relation to the Covid-19 Contact Tracing Service. To advise in line with Redbridge scripts in relation to the contract tracing service.
1.3 To provide excellent customer service to residents by telephone, aiming to provide an efficient and accurate service in relation to the track and trace service. and wherever required ensuring council services interface with other departments.
1.4 You will engage with residents through a variety of channels including telephone (both inbound and outbound), web, email, face to face, SMS and written correspondence. You will have good communication skills and an excellent telephone manner and customer care skills
1.5 You will have good attention to detail and be able to ensure accuracy of information provided and captured.
1.6 You will be sensitive to and respectful of local values and customs when dealing with customers.
1.7 You will provide consistent and high-quality information to customers in relation to this service.
1.8 You will have to liaise with other teams and departments as required
1.9 You will attend training sessions and meetings as and when requested by your manager.
Up to £15.00 per hour
24 days ago
Council Tax Customer Service