Who You Are You are an experienced Customer Service Advisor with a strong background in handling inquiries and resolving issues related to council tax billing and recovery. Proficiency in using revenue systems like NEC Northgate is essential. You should possess a valid BPSS certification for the duration of employment. Your exceptional customer service skills and ability to manage sensitive information make you a valuable asset to the team. Adherence to council policies, procedures, and legal requirements is crucial for success in this role. Flexibility in working various shifts and maintaining a positive image of Careline is needed. What the Job Involves The role involves delivering world-class, quality services to customers by serving as the primary contact for council service inquiries, particularly council tax-related questions. You'll manage inbound calls, assist residents in understanding their tax bills, set up payment plans, and address arrears and disputes. You will maintain up-to-date and accurate records of customer interactions and contribute to improving accessible service delivery. The role requires you to work in compliance with Health and Safety legislation and the City Council's safety plan. While performing various administrative duties, you'll also support the Team Manager in mentoring new staff, ensuring all functions align with the City Council’s commitment to equal opportunities and non-discriminatory practices. Note that overtime rates apply variably based on weekly hours, following Liverpool City Council's compensation structure.