Senior Customer Service Advisor

Enfield, United Kingdom | Posted on 23/06/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors. In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints.

Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions. Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs.

Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

5 months contract with a Local Authority

Job Title:
Senior Customer Services Officer – Council Tax& Housing Benefits

Location:
Enfield Civic Centre / Hybrid Working

Job Purpose

To provide a high-quality, customer-focused and professionalfrontline service across Customer Operations Services, acting as a specialistadvisor for Council Tax, Council Tax Support and Housing Benefit enquiries. Thepostholder will support customers through telephony and webchat channels, resolving complex enquiries at the first point of contact wherever possible and promoting digital self‑service solutions.

The role is responsible for delivering accurate advice and guidance on the billing, collection and recovery of Council Tax, as well as assisting customers with Housing Benefit and Council Tax Support enquiries inline with current legislation, regulations, council policies and customer service standards.

Working collaboratively within the Contact Centre, the Senior Customer Services Officer will play a key role in ensuring customers receive timely, efficient and accessible support while contributing to the continuous improvement of service delivery.

Key Responsibilities

Customer Service Delivery

• Deliveran efficient and professional first point of contact service through telephone, webchat and digital channels.
• Providespecialist advice on the full range of Council Tax matters, includingbilling, discounts, exemptions, reductions, liability, collection and recovery processes.
• Respondto and resolve complex customer enquiries relating to Housing Benefit and Council Tax Support.
• Ensurecustomers receive accurate information in accordance with legislation,council policies and procedures.
• Take ownership of customer enquiries and resolve issues at the first point ofcontact wherever possible.
• Supportvulnerable customers by identifying their needs and providing appropriate advice, guidance and signposting.
• Actas a subject matter expert for Council Tax enquiries and provide supportto colleagues where required.
• Explain Council Tax legislation, recovery procedures, payment arrangements,discounts and exemptions in a clear and understandable manner.
• Assist customers experiencing financial difficulties by discussing available support options and repayment arrangements.
• Keepup to date with relevant legislation, best practice and policy changesaffecting Council Tax, Housing Benefit and Council Tax Support.

Digital and System Support

• Encourage and support customers to use online and self-service facilities to accessservices independently.
• Accuratelyupdate customer records and maintain case information using Civica systems including Open Revenues and D360.
• Process customer requests and…