Customer Service Agent (Council Tax)
| Posting date: | 26 February 2026 |
|---|---|
| Salary: | £20.55 to £27.18 per hour |
| Additional salary information: | Pay Rate: £20.55 PAYE / £27.18 Umbrella |
| Hours: | Full time |
| Closing date: | 04 March 2026 |
| Location: | Islington, North London |
| Remote working: | On-site only |
| Company: | Neway International Ltd |
| Job type: | Contract |
| Job reference: | 1695325 |
Summary
Neway International are seeking a Customer Service Agent to join our client based with London Borough of Islington.
Location: 222 Upper Street
Hours: 35 hours per week
Start Date: 02/03/2026
End Date: ongoing
Pay Rate: £20.55 PAYE / £27.18 Umbrella
About the Client
London Borough of Islington’s Customer Service division delivers high‑quality, accessible and responsive services to residents across multiple channels. Access Islington provides frontline support for Council Tax, benefits, and wider resident enquiries, ensuring first‑contact resolution and a consistent, customer‑focused experience. The team operates in a fast‑paced environment, managing high volumes of complex enquiries with professionalism and accuracy.
The Role
The Customer Service Agent (Scale 6) will handle Council Tax enquiries within a busy call centre environment, supporting residents with billing, payments, discounts, exemptions and Council Tax Support queries. You will manage complex cases, resolve escalations, and provide accurate advice in line with legislation, policy and service standards. This role requires strong resilience, excellent communication skills, and the ability to work confidently under sustained pressure.
Key Responsibilities
Deliver high‑quality customer service across telephone, email and face‑to‑face channels
Manage complex Council Tax enquiries, including billing, recovery, discounts and support schemes
Provide accurate information using CRM, telephony and council systems
Handle distressed, irate or vulnerable customers with tact, empathy and professionalism
Maintain accurate records, process payments and update customer accounts
Support service improvements and adopt new ways of working
Work flexibly within operational hours and contribute to team performance targets
Liaise with internal departments and external partners to resolve cases
Support colleagues and contribute to a positive, customer‑focused team culture
Deputise for Team Leader when required
Candidate Requirements
Minimum 2 years’ experience in a call centre environment (essential)
Experience working in a local government customer service setting (essential)
Strong knowledge of Council Tax legislation, processes and Council Tax Support (essential)
Proven commitment to delivering excellent customer service
Ability to listen sensitively and provide clear, accurate advice
Experience supporting diverse communities in a frontline environment
Confident using IT, CRM and telephony systems
Ability to work under pressure and manage difficult situations
Strong communication skills, both written and verbal
Ability to work independently with accuracy and attention to detail
Flexible and adaptable to changing service needs
Location: 222 Upper Street
Hours: 35 hours per week
Start Date: 02/03/2026
End Date: ongoing
Pay Rate: £20.55 PAYE / £27.18 Umbrella
About the Client
London Borough of Islington’s Customer Service division delivers high‑quality, accessible and responsive services to residents across multiple channels. Access Islington provides frontline support for Council Tax, benefits, and wider resident enquiries, ensuring first‑contact resolution and a consistent, customer‑focused experience. The team operates in a fast‑paced environment, managing high volumes of complex enquiries with professionalism and accuracy.
The Role
The Customer Service Agent (Scale 6) will handle Council Tax enquiries within a busy call centre environment, supporting residents with billing, payments, discounts, exemptions and Council Tax Support queries. You will manage complex cases, resolve escalations, and provide accurate advice in line with legislation, policy and service standards. This role requires strong resilience, excellent communication skills, and the ability to work confidently under sustained pressure.
Key Responsibilities
Deliver high‑quality customer service across telephone, email and face‑to‑face channels
Manage complex Council Tax enquiries, including billing, recovery, discounts and support schemes
Provide accurate information using CRM, telephony and council systems
Handle distressed, irate or vulnerable customers with tact, empathy and professionalism
Maintain accurate records, process payments and update customer accounts
Support service improvements and adopt new ways of working
Work flexibly within operational hours and contribute to team performance targets
Liaise with internal departments and external partners to resolve cases
Support colleagues and contribute to a positive, customer‑focused team culture
Deputise for Team Leader when required
Candidate Requirements
Minimum 2 years’ experience in a call centre environment (essential)
Experience working in a local government customer service setting (essential)
Strong knowledge of Council Tax legislation, processes and Council Tax Support (essential)
Proven commitment to delivering excellent customer service
Ability to listen sensitively and provide clear, accurate advice
Experience supporting diverse communities in a frontline environment
Confident using IT, CRM and telephony systems
Ability to work under pressure and manage difficult situations
Strong communication skills, both written and verbal
Ability to work independently with accuracy and attention to detail
Flexible and adaptable to changing service needs