Role Purpose
To provide high-quality frontline customer service within the Council Tax billing team, handling enquiries efficiently and ensuring accurate processing of accounts in line with council policies and legislation.


Key Responsibilities
*Handle face-to-face, telephone and email enquiries relating to Council Tax billing and account queries.
*Process Council Tax applications, discounts, exemptions, changes of circumstances and payment arrangements.
*Update and maintain accurate records on the Council Tax system.
*Resolve customer queries at first point of contact wherever possible, escalating complex cases when required.
*Support billing processes including account adjustments, refunds and recovery enquiries.
*Ensure compliance with data protection and Council Tax legislation.
*Deliver service in line with performance targets and customer service standards.


Person Specification
Essential:
*Experience in a customer service or contact centre environment.
*Good knowledge of Council Tax billing processes.
*Strong communication and problem-solving skills.
*Ability to manage high-volume workload accurately.
*IT literate with experience using case management or revenues systems.