Customer Service Assistant – Revenues and Benefits

Permanent full-time post in the Customer Services Revenue and Benefits call handling team at West Lancashire Borough Council. The postholder takes first contact on revenue and benefit enquiries through the contact centre, works out which service a caller needs and gives advice on it. It is a fixed office-based role in a busy environment, with hours flexible within the service’s 8.30am to 5.30pm Monday to Friday operating day, patterns to be agreed. Successful applicants must pass baseline personnel security checks, including a basic DBS.

What the job involves

• Act as the first point of contact for all revenue and benefit enquiries through the contact centre
• Respond to customer enquiries and establish which services are required
• Give appropriate information and advice on the council’s revenue and benefit services

Skills & knowledge

• Excellent communication skills
• Able to work with minimal supervision
• Strong team player
• Acts as an advocate for customers
• Deals sympathetically and empathetically with a wide range of customers
• Customer-focused and motivated

Checks & eligibility

• Baseline Personnel Security Standard checks
• Basic DBS check

Other

• Flexible approach to working hours to meet service needs

What’s offered

• Competitive salary
• Generous annual leave entitlement
• Local Government Pension Scheme
• Work-life balance policies
• Support for personal development

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