Revenue and Benefits Officer

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To put into practice the Council's vision of a seamless local service delivery, by providing an administrative and customer service function supporting the Contact Centre.
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To provide a wide range of best in class services that reflects and meets the needs of the diverse local community.
- To provide all services in a customer focused, courteous and efficient manner.

DUTIES AND RESPONSIBILITIES

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To deal with Council Tax & Housing Benefit enquiries, by telephone and electronic means (including taking payments) in accordance with customer care strategies and corporate policy.
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To deal with callers in a polite, friendly and efficient manner being sensitive to the needs of different customer groups, ensuring rapid and appropriate responses for customers who may be distressed, irate and aggressive, and including those with special needs.
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To be readily identifiable as a Contact Islington Agent. To comply at all times with the dress code.
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To work shift patterns within designated Contact Islington operational hours including evening and weekend working.
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To be an effective and productive member of a front line, customer focused team, contributing to meetings, team building, and continuous improvement.
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Ensure all customer details are identified and recorded accurately on the relevant computer systems, ensuring compliance with the Council's policies and procedures for ensuring the confidentiality of customers' information.
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To work to a consistently high standard, and on own initiative, complying with systems developed to demonstrate quality, including external assessment and customer feedback.
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To participate in sharing knowledge and skills, carrying out routine training for new staff on systems and end to end processes.
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To liaise with the staff of other departments, external organisations and to attend meetings as required to continuously improve services.
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To multi-task and cover all agent roles within the Service.

GENERIC DUTIES:

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To achieve service outcomes and outputs, and personal appraisal targets, as agreed with your line manager.

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To undertake relevant training and development, including meetings, supervision, seminars and other events.
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To be committed to the Council's core values of public service, quality and equality.
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At all times carrying out responsibilities and duties in accordance with all relevant legislation, codes of practice and Council policies and procedures.
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To undertake additional duties commensurate with the grade as directed by your line manger.