Customer Service Advisor

TL;DR

Customer Service Advisor (Revenues & Benefits): Processing housing benefit and council tax changes, RTI cases, and new claims with an accent on customer communication, regulatory accuracy, and meeting service KPIs. Focus on handling complex casework, solving customer issues across multiple channels, and coaching colleagues to improve processing quality and productivity.

Location: Onsite in Hartlepool, United Kingdom. Candidates must have a pre-existing right to work and travel within the UK.

Salary: Up to £26,227.50 per year

Company

Public-sector software and services provider supporting governments, healthcare organizations, emergency services, housing providers, and local authorities.

What you will do

• Process housing benefit and council tax changes, RTI cases, and new claims according to established procedures.
• Handle customer enquiries by letter, email, and telephone while meeting contractual service requirements.
• Maintain high levels of productivity and accuracy in line with Right Time Indicator, Right Benefit Indicator, and subsidy regulations.
• Resolve cases independently while meeting required standards and deadlines.
• Coach and mentor junior colleagues and lead best-practice update sessions.
• Keep knowledge current, attend training, and contribute ideas for service improvements.

Requirements

• Experience using Northgate, Academy, or IBS (Civica) systems.
• Working knowledge of housing benefits and council tax.
• Strong customer service, communication, and problem-solving skills.
• Ability to deliver accurate work under pressure with a flexible approach.
• IT competence and self-motivation.
• Pre-existing right to work and travel within the UK; documentary evidence is required.

Culture & Benefits

• Private medical cover funded for employees, with optional family coverage.
• 25 days of paid holiday with the option to buy or sell days.
• Life assurance worth four times basic salary and a group pension plan with employer contributions of up to 8.5%.
• Flexible benefits and an employee assistance programme.
• Free access to more than 15,000 LinkedIn Learning courses.
• Structured cross-skilling and internal progression opportunities within revenues and benefits services.

Hiring Process

• Offers are subject to satisfactory vetting and reference checks.
• A Disclosure and Barring Service check may be required depending on the role.
• Reasonable adjustments and accessibility support are available during recruitment.