About the RoleWe are looking for an experienced and customer-focused Revenues and Benefits Customer Service Officer to join our team. You will play a key role in providing timely, accurate, and sensitive support to residents contacting us about Council Tax and Housing Benefit enquiries.You''ll be the first point of contact, delivering excellent service over the phone, helping customers understand their responsibilities and entitlements, and guiding them through processes - including payment plans, benefit claims, and online self-service options.Key ResponsibilitiesRespond to Council Tax and Housing Benefit enquiries by phone, ensuring a high standard of customer service at all times.Interpret complex queries and provide solutions while maintaining professionalism and empathy.Promote and support the use of online self-service tools (e.g. eBilling, discounts/exemptions forms), recognising when more tailored support is required.Accurately update customer records, ensuring details such as names, contact information, and preferences are kept up to date.Identify signs of potential fraud or incorrect claims and follow appropriate internal referral procedures.Set up Council Tax arrangements, direct debits, and payment plans over the phone.Amend accounts to reflect changes to instalments, payment methods, or due dates.Suspend or cancel benefit claims as appropriate, in line with internal procedures.Request and process supporting evidence required for Housing Benefit and Council Tax Su