Council Tax & Housing Benefits Officer

About the role

We are seeking a Council Tax & Housing Benefits Officer to join the Customer & Transactional Services team in Ealing. The role is the first point of contact for residents, providing advice on Council Tax, Housing Benefit and Council Tax Support. You will help customers understand their accounts, manage payments and use online services.

Key responsibilities

• Handle a high volume of telephone and customer enquiries regarding Council Tax, Housing Benefit and Council Tax Support.
• Provide clear, accurate advice on benefit entitlement, council tax accounts and payment arrangements.
• Negotiate and agree payment plans in line with council procedures.
• Maintain accurate customer records and update accounts using council systems.
• Process applications, discounts, exemptions, direct debits, refunds and account changes.
• Support residents in using online platforms such as MyAccount.
• Liaise with internal departments and external organisations to resolve enquiries efficiently.
• Manage sensitive and challenging customer situations with empathy and professionalism.

Required profile

• Minimum one year of experience in a customer service or service delivery environment, preferably within local government.
• Strong verbal and written communication skills and the ability to remain calm with distressed customers.
• Working knowledge of Council Tax and/or Housing Benefit legislation.
• Experience using Microsoft Office, CRM systems and other ICT applications.

Required skills

• Northgate/NEC/Iworld software
• Document imaging system
• Microsoft Office suite
• CRM systems

What we offer

• Hourly rate of £20.96 (PAYE) or £27.33 (Umbrella)
• 3‑month fixed‑term contract with possibility of extension
• Hybrid working – two days in the office (Tuesdays & Wednesdays)
• Full‑time schedule, 35 hours per week