Revenues & Customer Service Advisor

Overview

We have an exciting opportunity for a part‑time Revenues and Benefits Customer Service Advisor to join our busy front‑line telephony team, helping people access council tax, housing benefits and council tax support services. Other contact methods include some face‑to‑face interactions for appointment‑based enquiries. This is a solely customer‑focused role and does not include any assessments or processing of claims. You will be the first point of contact to the council for these services, providing a professional interface between the customer and the organisation.

With experience in delivering Revenues and Benefits services and a focus on customer service, you will work in a fast‑paced environment requiring excellent communication, empathy and active listening to understand customer needs.

• Handle council tax and housing benefit enquiries as part of a frontline, customer‑facing role
• Be the first point of contact for customers, providing a professional interface between the customer and the organisation
• Support customers with accuracy, patience and empathy in a varied telephone and face‑to‑face environment
• Demonstrate a positive approach to understanding the customer experience and commit to providing excellent customer service
• Work both independently and as part of a team to meet business needs and peak periods

• Educated to GCSE standard (or equivalent, including English & Maths at grade 4 or above)
• Knowledge and experience of handling Revenue & Benefit enquiries
• Experience in an office‑based customer service environment (minimum 6 months in a contact centre or similar role where call handling is the main channel)
• Ability to work on various computer systems simultaneously; accurate keyboard skills with the ability to talk and type at the same time
• Excellent communication skills, including listening and using simple language; ability to remain calm and professional

Part time post: 30 hours per week, Monday to Thursday 8.45am–4pm and Friday 9am–1pm.

• Swale Borough Council is a progressive local authority with a flexible hybrid working policy and a 34‑hour week
• Generous holiday entitlement, plus bank holidays with the option to buy additional leave
• Free parking and staff events to support wellbeing
• Employee Assistance Programme and Local Government Pension Scheme (LGPS)
• Life Assurance (three times annual salary for LGPS members) and other benefits including cycle to work, season ticket loan, and more
• Excellent learning and career opportunities

EEO / Disability Confident information is provided by the employer as part of the recruitment process. Details may be limited in high‑volume, seasonal periods.