PURPOSE OF JOB To provide an effective and quality service to customers of Swale Borough Council who are phoning us in relation to Revenue and Benefit enquiries. The Revenues and Benefits Customer Service Advisors need to have the knowledge, understanding and experience of Revenues and Benefits and using Academy or likewise system in a contact center environment. To answer phone calls relating to Revenues and Benefits in a timely manner, always ensuring high levels of customer To interpret queries/problems that are generated by customers in order to generate solutions to meet their needs whilst the customer is on the phone with you Promote and encourage self service and online services, including ebilling and council wide notifications, whilst recognising vulnerabiltity and where there may be the need to support residents through their enquiry To ensure confidentiality of all evidence/information held on all systems accessed Ensuring customer data is up to date, this includes correct spellings of names, adding first names to accounts/profiles, email addresses and telephone numbers Through active listening and conversation have an awareness of other support and benefits/assistance that customers may be entitled to and signposting customers as appropriate Responsibility for recognising signs of fraudulent claims, understand what key information should be recorded and following the correct referral process To apply operating standards when responding to each enquiry and to ..... full job details .....