Senior Customer Service Advisor – Revenues & Benefits

Use your Council Tax and Housing Benefit expertise to help residents resolve complex enquiries. Our Council clients are seeking a Senior Customer Service Advisor to support their Revenues and Benefits contact centre via telephone and webchat.

The role

Resolve Council Tax billing, collection and recovery enquiries.

Explain Housing Benefit and Council Tax Support awards, entitlement and decisions.

Set up payment plans and help customers understand payment arrangements.

Support residents facing financial difficulties and handle sensitive information confidentially.

Encourage online self-service and aim to resolve enquiries at first contact.

Provide specialist technical advice and deputise for the Team Manager when required.

Support service improvements, user acceptance testing (UAT) and cross-service training.

What you'll bring

Specialist knowledge of Council Tax, Council Tax Support and Housing Benefit enquiries, regulations and policies.

Local government customer service experience in a busy, multi-service contact centre.

Experience providing subject matter expertise in Council Tax, Council Tax Support and/or Housing Benefit.

Ability to navigate Civica Open Revenues and D360 systems.

Confidence interpreting account information and analytics to support accurate payment plans.

Clear spoken and written English, accurate record-keeping and a courteous approach.

Ability to manage complex calls, support vulnerable customers and escalate appropriately.

Desirable: Webchat experience and the ability to communicate in another language.

Hybrid working

Work from home and attend the office twice a week. Additional office days may be required to meet service needs.

Apply now

Apply through CV-Library with your up-to-date CV, highlighting your local authority Revenues and Benefits experience and knowledge of Civica Open Revenues and D360. Please include your availability for the proposed start date of 23 November 2026.

Apply before 9 am on 4 November 2026.

DBHRSolutions is acting as the employing business for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates