Customer Service Officer – Council Tax & Housing Benefits

About the role

We are seeking a Customer Service Officer to join the Council Tax & Housing Benefits team in Ealing. This full‑time, hybrid position involves being the first point of contact for residents, offering advice on Council Tax, Housing Benefit and Council Tax Support, and helping them navigate online services.

Key responsibilities

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

Required profile

• Minimum one year of experience in a customer‑service or service‑delivery environment.
• Working knowledge of Council Tax and/or Housing Benefit legislation.
• Experience handling telephone enquiries and resolving issues.
• Strong verbal and written communication skills.
• Ability to stay calm and professional with distressed customers.

Required skills

• Northgate/NEC/Iworld systems
• Document imaging system
• Microsoft Office suite
• CRM systems and other ICT applications

What we offer

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