Overview
Do you have a passion for excellent customer service? Are you ready to be the reassuring voice customers rely on when they need clear and confident guidance?
Providing support to customers over the telephone by answering queries about Council Tax, Council Tax Support and Housing Benefits. This includes discussing the financial position of residents, explaining what they need to pay and helping them understand what financial support they may be entitled to, sharing information accurately, clearly, and efficiently.
Do you have experience with this type of work? Dealing with customers on a wide range of issues, drawing on comparable customer service experience where relevant. Some calls will be straightforward, while others may be more complex and challenging, requiring patience, problem solving skills, and the ability to remain calm and professional.
Are you able to problem solve? Provide accurate and appropriate advice but respond with empathy. Clearly explain the situation to the customer, while maintaining detailed and accurate records and signposting to other services or sources of support where necessary.
What will your day look like?
To provide a telephone service to Local Taxation and Benefits customers in North and North East Lincolnshire, our telephone lines are open Monday to Friday 09.00 to 16.30.
This is a fast-paced environment, and some customers can be facing challenging circumstances. We aim to offer accurate advice, explain things in a way the customer can understand, and offer support when needed to successfully deal with customer contact.
Who are we looking for?
You will have some experience of dealing with the public. You will be enthusiastic to learn and will be committed to delivering excellent customer service. You must be able to listen and record the information to decipher the relevant points. Accurate record keeping is essential. You’ll be a good listener but will also know when to intervene to wrap the call up. Have you got the skills and aptitude we are looking for?
Why join us?
You will be part of the Local Taxation and Benefit Team covering North Lincolnshire and North East Lincolnshire. As a telephone advisor you will be the first point of contact for customers accessing our services. You will receive full training from experienced officers and there will be a lot of new things to learn, so you will need to be organised and able to retain the information.
Working Arrangements
This role is a blended working role (the duties of the role may require a blend of home & office working in line with needs of the service).
We are looking for the role to work 10am to 2pm Monday to Friday.
For more information, please refer to the attached guidance and role profile. If you would like an informal discussion, please contact Aimee Martin via Email: Aimee.Martin@nelincs.gov.uk or Damian Simpson via Email: Damian.Simpson@nelincs.gov.uk
Key Dates
Advert closing date: Sunday 22nd March 2026
We aim to interview candidates: Tuesday 31st March and Thursday 2nd April 2026
We want you to have the best interview experience with us, so will provide candidates selected for interview their questions in advance of meeting us at 4pm the day before.
We reserve the right to close our adverts early if we have received a significant volume of suitable applications.
We love AI and think it plays a great role in the world of work. However, for your application, we want to hear from YOU! As such, we will be testing applications to determine the use of AI, and applications that have heavily utilised the function will be scrutinised for suitability.
As part of your RewardNEL package, you will have a generous leave entitlement (including bank holidays) and enrolment into a local government pension.
You will also have access to our exclusive RewardNEL platform.
This includes a variety of salary sacrifice schemes including Cycle2Work, Holiday Extra and Tusker (Car Lease), discounts at local coffee shops and bars, direct access to our inhouse wellbeing support, free and discounted local car parking as well as instant access to new savings at major retailers, entertainment and hotels.
NELC staff can also benefit from flexible working and excellent training and development opportunities and a fostering-friendly scheme.
Do you need support?
If you need any help applying for this position, please contact Wendy Trask on 07702 338542 (text or call). Wendy can support with digital access as well as offering advice and guidance about completing the different sections of the application form.
Your earnings go further in North East Lincolnshire; house prices are four times less than in London. Learn more about what our place has to offer at Life in North East Lincolnshire | NELC (nelincs.gov.uk) #FindYourSpace
Get to know us better
Check out our Council Plan and read about all of the exciting new developments we have in the pipeline.
We regularly review data to ensure our recruitment processes are fair, transparent and promote equal opportunities for all. We also have an in-house Equalities Champions Group that works to promote and embed inclusivity in the workplace, helping us identify areas where we can take positive action, and make the organisation a safe space for colleagues to feel connected.
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