We currently have an exciting opportunity for an experienced customer service professional to join our fast-paced Victoria based team as a Housing Benefits Customer Service Advisor. Within this role you will be working with members of the public to enable them to access the benefits that they are entitled to and will enhance their life in many ways'
We are looking for someone with a proven track record in face to face customer service, who is compassionate, customer focussed and has a great attention to detail. In return you will work in a lovely central London location alongside a knowledgeable, friendly and supportive team in an environment that encourages personal development and continuous improvement.
We have two part time roles, we are looking for two people to each work 18.75 hours a week one to cover mornings and one to cover the afternoons
What you'll be doing:
- Organise individual workload, to ensure targets are met and meet team objectives.
- Complete daily work on EG for performance management.
- To maintain a high level of customer care and deal customers in a courteous and professional manner.
- Ensure reports are completed clearly and concisely and Academy/EDMS notes are updated.
- Interrogate appropriate systems and contact back office/other agencies when necessary.
- Provide a "fast track scanning and drop off" service for customers.
- Provide assistance to customers in our "Self Service" area.
- Provide face to face customer interviews at alternative locations, e.g. DWP offices, as requested.
- Provide interviews with customers on a drop-in and appointment basis.
- When requested provide support to the Visiting Service by visiting claimants in their place of residence for the purpose of:
- completing claims, gathering information and advising on entitlement in line with legislation and procedures.
- establishing residency and household composition in line with verification framework.
- Provide general advice to Customers on other services and welfare benefits including potential entitlement and support to make a claim for Universal Credit.
What we're looking for:
- Ideally experience working in a fast-paced office environment
- Experience working in a face-to-face customer service team
- Good communication skills
- Good IT skills
- Ability to deal with difficult customers with sympathy and tact
- A background knowledge of Housing Benefit / Council Tax Reduction administration and legislation is desirable, but not essential.
About Local Government Services
Our world class Local Government Services team supports local councils to improve outcomes and focus on what matters in their communities. We care about helping local councils to transform and make every penny matter to ensure front line services are protected as part of their citizens charter to ensure that people live and prosper.
What's in it for you?
- A salary of £12,375 (pro rated salary full time salary would have been £24,750)
- part time hours (wither mornings or afternoons)
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave
- Central London location
- company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
- voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email [email protected] or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
