3 months contract with a Local Authority
Job Summary:
⢠The Customer Service Officer (Council Tax) will act as a first point of contact for residents within the London Borough of Hackney, delivering a high\-quality, professional front\-line service across multiple channels.
⢠The role focuses primarily on handling complex Council Tax enquiries, administering accounts, applying legislation accurately, and supporting residents with billing, payments, discounts and recovery processes.
⢠The postholder will require in\-depth technical knowledge of Council Tax legislation and demonstrable experience using Academy and Comino systems.
⢠The role operates within a hybrid working arrangement (minimum two days in the office per week).
Key Duties/Accountabilities (Sample):
⢠Maintain and update the Council Tax register, ensuring property records, liable parties, exemptions and discounts are accurate and compliant with legislation.
⢠Calculate, generate and issue Council Tax bills, revised demands and statutory notifications.
⢠Process changes in circumstances including house moves, tenancy changes, new builds and demolitions.
⢠Assess and apply discounts, exemptions and reliefs (e.g. Single Person Discount, student exemptions, Severe Mental Impairment).
⢠Handle complex Council Tax enquiries via telephone, face\-to\-face, digital and written channels.
⢠Negotiate and agree sustainable payment arrangements with residents experiencing financial difficulty.
⢠Process refunds and prepare documentation for debt write\-offs in accordance with procedures.
⢠Use Academy and Comino systems for case management, workflow processing and record maintenance.
⢠Accurately log all enquiries, correspondence, complaints and actions within relevant systems.
⢠Provide technical advice on Council Tax legislation including the Local Government Finance Act 1992.
⢠Work collaboratively with internal departments (Housing Benefits, VOA, Legal Services) and external partners.
⢠Deliver service standards in line with KPIs, targets and customer service response times.
⢠Support service improvement initiatives and contribute to service development plans.
⢠Promote equality, diversity and a âone organisationâ approach in all service delivery.
Skills/Experience:
⢠Proven in\-depth knowledge of Council Tax legislation, billing cycles, exemptions, discounts and enforcement procedures.
⢠Demonstrable recent experience using Academy and Comino systems (essential).
⢠Experience working in a fast\-paced customer service or revenues environment.
⢠Strong administrative and case management skills.
⢠Excellent numerical ability and attention to detail.
⢠Experience negotiating payment arrangements and handling sensitive financial discussions.
⢠Ability to manage high\-volume caseloads and work accurately under pressure.
⢠Strong written and verbal communication skills.
⢠Experience handling complex or challenging customer interactions professionally.
⢠Proficiency in Microsoft Office and Google packages.
⢠Commitment to equality, diversity and inclusive service delivery.
⢠Ability to work effectively both independently and as part of a team.
Additional Information:
⢠The closing date: 12/02/2026.
⢠Location: London Borough of Hackney.
⢠Hybrid working â minimum two office days per week.
⢠Umbrella Rate: £26.92 per hour.
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