Job Description
Location: Hartlepool – Office Based Only.
Working within the busy area of the Revenues & Benefits department you will be involved in processing and telephony of all Housing and Council tax changes, following the procedures given and working to KPIs with excellent accuracy at all times.
Main Responsibilities
- To deal directly with customers of the service via letter, email and telephone to ensure delivery against the service contractual requirements affording excellent customer service at all times.
- Meet the standards or deadlines required whilst performing all duties with minimum support.
- Complete high levels of workload consistently in line with the Right Time Indicator, the Right Benefit Indicator and Subsidy regulations.
- Coaching and mentoring junior staff/colleagues.
- Share best practice with colleagues and lead update sessions to wider team.
- Keep own knowledge up to date through publications, briefing notes and bulletins, as well as attending external training sessions to improve wider team skills.
- Maintain a constructive and positive attitude within the Business Centre, taking on additional duties as required and contributing ideas to assist improvements.
- Regularly exceed minimum contractual standards for productivity/accuracy.
Qualifications
- Proven problem solving skills.
- Good customer service and communication skills.
- Working knowledge of Housing Benefits / Council Tax.
- Ability to deliver under pressure with a flexible approach to work.
- IT competence.
- Self‑motivated.
Skill Development and Progression
NEC is committed to developing and expanding the skill and knowledge sets of all colleagues. We aim to cross‑skill in at least one additional service within our processing centre, e.g. Blue Badge Improvement Service, Local Welfare Provision, Heavy Goods Vehicle Levy Scheme or London Councils Appeals Service. NEC actively seeks to progress colleagues internally. Career progression within the Revenue and benefits processing department: Revenues and Benefits Officer → Senior → Service Manager → Senior Operational Management Roles.
Benefits
- Private medical cover funded by NEC for employees (option to add family members at an additional cost).
- 25 days paid holiday with the option to buy/sell (FTE).
- Four times basic salary life assurance cover funded by NEC (option to increase cover at an additional cost).
- A Group Pension Plan with employer contributions up to a maximum of 8.5%.
- A selection of flexible benefits to suit your individual needs.
- Free access to LinkedIn Learning for all colleagues – over 15 000 courses covering a wide range of subjects.
Other Information
- Candidates must be able to demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence required.
- All offers are subject to satisfactory vetting, references and occupational health checks.
- A Disclosure Barring Service (DBS) check may also be required, depending on the nature of the role.
NEC Software Solutions is an equal‑opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
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