Senior Customer Service Advisor - Revenues & Benefits

Senior Customer Services Officer – Contact Centre (Council Tax & Housing Benefits)Location: Civic Centre, Enfield (Hybrid – 2 days onsite, remainder from home) Hours: 9am–5pm, Monday to Friday

About Us

As the first point of contact for most of our customers, our Contact Centre plays a vital role in how Enfield Council supports its community. We pride ourselves on delivering excellent, customer-focused and professional advice to everyone who reaches out to us by phone or webchat.

We are now looking for an energetic, ambitious and customer-driven Senior Customer Services Officer to join our Customer Operations Services team. This role supports our front-line Council Tax and Housing Benefits service, helping customers resolve issues quickly, confidently and often on the first contact.

The Role

As a Senior Customer Services Officer, you will be a specialist advisor for Council Tax, Council Tax Support and Housing Benefit enquiries. You will handle complex questions relating to billing, collection and recovery, guiding customers with clarity, empathy and professionalism.

You will:

  • Deliver a comprehensive telephony and webchat service for Council Tax, Council Tax Support, Housing Benefit and recovery enquiries.

  • Support customers to resolve issues first-time and encourage self-service where appropriate.

  • Operate as part of a high-performing team ensuring the smooth day-to-day running of our first-contact services.

  • Provide expert advice consistent with current regulations, policies and best practice.

  • Use Civica systems including Open Revenues and D360 confidently to navigate and resolve customer cases.

  • Go the extra mile to understand customer needs and deliver a positive experience every time.

What We’re Looking For

To be successful in this role, you will need to demonstrate:

  • Availability to work 9am–5pm, Monday to Friday.

  • Ability to work onsite at the Civic Centre twice a week (with flexibility for additional days if required) and remotely from home.

  • Strong specialist knowledge across the full spectrum of Council Tax and Housing Benefit enquiries.

  • A positive, customer-focused attitude and excellent communication skills.

  • Confidence using Civica systems such as Open Revenues and D360.

  • A commitment to listening, problem-solving and delivering outstanding service.

Our Commitment to You

Enfield Council is an inclusive and equal opportunities employer. We welcome applications from all sections of the community and guarantee interviews for candidates with disabilities who meet the essential criteria.

We are passionate about our people and the services we deliver. Our culture empowers colleagues to work together, find solutions, be open and respectful, take responsibility, and continuously learn. If you share these values and behaviours, we’d love to hear from you.

Ready to Apply?

Join us in shaping exceptional customer experiences for the residents of Enfield. Your expertise, energy and commitment can make a real difference.

If this sounds like the right fit for you, we look forward to receiving your application.

Please Email your cv or call 02073624995

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