Are you a resilient, tech-savvy professional looking to make a real difference in the community? Join our fast-paced Housing Benefit telephone team at the heart of Wembley. As a front-line Customer Service Officer, you will be the primary point of contact for residents navigating complex financial support systems.
Our team handles a high volume of enquiries—averaging 150 calls per day. You will be responsible for providing expert advice and guidance on a wide range of sensitive issues, including:
*Complex Enquiries: Explaining housing benefit entitlement and navigating overpayment recovery processes.
*Guidance & Support: Assisting customers with income maximisation and identifying eligibility for additional support.
*Technical Accuracy: Using multiple specialist IT systems simultaneously to update records and calculate entitlements in real-time.
What We Are Looking For
*Multi-Tasking Experts: You must have strong IT skills and be comfortable toggling between several applications while managing a live call.
*Communication Specialists: The ability to explain complex legislation in a clear, empathetic, and professional manner, even when dealing with difficult or sensitive topics.
*Resilience: Experience working in a high-pressure, high-volume environment where accuracy is critical.
*Reliability: This is a fixed, office-based role in a prime location near Wembley Stadium, requiring a consistent Monday to Friday presence.
Key Details
*Location: Wembley (near Wembley Stadium) – 100% Office-Based
*Working Hours: Monday to Friday, 09:00 – 17:00 (35–37 hours per week)
*Salary: £17.33 per hour
*Contract: ASAP start, End date 01/05/2026
About the Role:
*To provide customers and other stakeholders, first contact resolution for up to six service area enquiry types via phone, email, webchat and social media channels. These may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Protection, Housing Benefit/Council Tax Support, and Environment and Protection amongst others.
*To provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.
*To carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.
Principal Accountabilities and Responsibilities:
*To provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to six specialist Council services which may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Environment and Protection, Housing Benefit/Council Tax Support and Planning/Building Control amongst others.
*To keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions and to carry out duties with due regard to the Council’s Customer Promise, Equality and Diversity, Information Governance, Data Protection and Health and Safety policies and procedures.
If you are interested in this vacancy, APPLY NOW!