Job Description Roles will be based in Hartlepool - full training given - telephony and processing work Working within the busy area of the Revenues & Benefits department you will be involved in processing of all Housing / Council tax changes, RTI cases and new claims following the procedures given and working to KPI’s 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 the Right Time Indicator, The Right Benefit Indicator and Subsidy regulations Coaching and mentoring junior staff/Colleagues Shares best practice with colleagues and lead update sessions to wider team Keeps own knowledge up to date through use of publications, briefing notes and bulletins as well as attend external training session to improve wider teams skills Maintain a constructive and positive attitude within the Business Centre taking on additional duties as and when required and contribute ideas to assist improvements Regularly exceeds minimum contractual standards for productivity/accuracy