Council Tax /Housing Benefits OFFICER, Ealing

JOB DESCRIPTION

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PURPOSE OF ROLE:

• To provide a comprehensive and in depth telephone service for council tax and housing benefit/council tax support enquiries.

• To ensure that all contacts receive a good customer experience, in a professional, timely and courteous manner at all times.

• To explain both housing benefit/ council tax support entitlement to the customer to enable them to agree to the appropriate council tax payment arrangement.

• To accurately update/amend accounts/claims with regard to agreed procedures.

• To facilitate and promote the use of online services to Ealing residents i.e. Myaccount.

KEY ACCOUNTABILITIES:

1. To acquire and retain a thorough understanding of Council Tax and Housing Benefit/Council Tax Support legislation in order to efficiently manage enquiries.

2. To be able to clearly explain and process accounts at all stages of the council tax recovery process from reminder to committal stage and be able to explain in detail a customer’s housing benefit/council tax support entitlement in a manner that the customer will be able to understand, via the telephone and/or face to face.

3. To keep up to date with new Housing benefit/council tax support and Council Tax policies and procedures, regulations and changes to welfare benefits, tax and pension credits.

4. Promote and support residents registering for Myaccount and to carry out the functions associated with the portal e.g. password resets, reactivation/deactivation, resolve failed registrations and linking of accounts.

5. To guide customers to access Council services using My Account and other Council Internet facilities.

6. To negotiate payment arrangements for Council Tax liabilities following confirmation of the balance outstanding having regard to any benefit entitlement.

7. To use negotiating skills and exercise discretion by making and agreeing payment arrangements with defaulting customers in accordance with laid down procedures and processes.

8. To liaise as necessary with officers within both the council tax and benefit service back offices, other internal departments and external agencies, housing associations, civil enforcement officers, landlords etc. while dealing with customer accounts/claims to ensure resolution of the enquiry.

9. To raise inspection requests or refer cases to the valuation/database team in respect of any properties that may have a property exemption issue, or may be subject to a change in the valuation list.

10. To be able to take the necessary action i.e. either cancel or suspend a housing benefit/council tax support award or close a council tax account following the report of a relevant change in circumstances e.g. death/change in household members, increase in income etc.

11. To be able to explain clearly and concisely complex case issues to enable the customer to have confidence and understanding that their benefit entitlement is correct.

12. Proactively listen to the customer to enable the correct advice and information to be given to the customer.

13. To use Council ICT systems to accurately maintain records, promptly logging all enquiry and contact details, provided.

14. To provide information and guidance on Council policies, procedures and guidelines according to statute and best practice.

15. To assist customers with ongoing difficult and potentially confrontational issues, which require an increased level of understanding and sensitivity.

16. To engage with customers or their agents and establish the nature of their query.

17. To be aware of other services, that may be associated with an enquiry and offer additional information and advice as relevant.

18. To process a variety of council tax correspondence/forms including direct debits, applications for discounts, exemptions, inspection requests and refunds and to create or close an account as a result of a move in/within/out of the borough.

19. To report any discrepancies that become apparent during customer service delivery regarding information or system faults to the Team Manager.

20. To provide support and assistance to other team members, and provide cover as and when directed.

21. To create and/or issue correspondence/forms confirming actions taken or advice given, as a result of enquiries dealt with for example SPA/DD/Summons withdrawal letters, DHP form, Income/expenditure forms etc.

22. To assist in the induction and training of new staff.

23. To provide administrative support to the Team Manager associated with service delivery for customers.

24. At all times to carry out the above duties in accordance with the council’s health and safety, equal opportunities and other relevant policies and to adhere to the guidelines of the Data Protection Act.

25. To carry out other duties and responsibilities of a similar nature and at a similar level which may be allocated from time to time?

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information – please copy and paste the following link in to your browser https://(url removed)/candidate-privacy

Click here to Apply Now

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

Click here to Apply for any job you like

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

Click here to Apply for any job you like