Revenues & Benefits Customer Service Officer
Revenues and Benefits Customer Services Officer job in a South London Local Authority
A Job is available for an experienced Customer Services Officer who fully understands Revenues and Benefits and can update the Northgate system.
The Responsibilities of the position are as follows:
Effectively answers enquiries to the service regarding Benefit and / or Council Tax by means of telephone, text, in writing and face to face.
Ensures a high call resolution by maintaining an extensive and up to date knowledge of the IT systems, policy and procedures, Benefit regulations, Council Tax legislation, case law and other associated welfare benefits.
Maintains a through knowledge of the procedures and practices surrounding the service IT call handling solution
Identifies, refers and records potentially fraudulent cases to the Investigations section
Records accurate statistical information to help inform individual, team and department performance
Refers enquiries to the correct department for any further action that may be necessary
Arranges payment plans for overpaid Benefit and Council Tax referring to specialist officers where appropriate
Any other duties as required by the Team Leader or Performance Manager
Makes a positive contribution to the service, by contributing ideas, suggestions and feedback to the Manager or in appropriate meetings
To be fully aware of, and understand the duties and responsibilities arising from, the Children Act 2004 and Working Together in relation to child protection and safeguarding children and young people including:-
- maintaining an awareness of the principles of safeguarding as they apply to vulnerable adults with the scope of the role and,
- ensuring that the appropriate manager is made aware and kept informed of any concerns in relation to safeguarding and /or child protection.
Effectively deals with and explains the more complex areas of the regulations in writing over the telephone.
Investigates and responds to complaints, liaising where necessary with other sections
Provides mentoring and complete quality assurance checks when requested by the Performance Manager
Deputises for Team Leader in the day to day organisation of the teams work.
Takes or call backs more complex / difficult calls upon request from member of staff or from a customer
Experience of a similar role is essential
Working knowledge of the Northgate (Iworld) system is essential
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