Customer Service Officer Council Tax

London - UK

Monthly Salary: £ 26 - 26

Experience Required: 1-3years

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

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 one organisation 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 minimum two office days per week.

Umbrella Rate: 26.92 per hour.

Required Skills:

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.

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 h...