Local Taxation and Benefits Customer Advisor
| Posting date: | 12 March 2026 |
|---|---|
| Hours: | Part time |
| Closing date: | 22 March 2026 |
| Location: | Grimsby, North East Lincolnshire |
| Remote working: | Hybrid - work remotely up to 1 day per week |
| Company: | North East Lincolnshire Council |
| Job type: | Permanent |
| Job reference: | NELC400000514 |
Summary
Do you have a passion for excellent customer service?
Providing support to customers over the telephone by answering queries about Council Tax, Council Tax Support and Housing Benefits. This includes discussing the financial position of our residents, explaining what they need to pay but also helping them understand what financial support they may be entitled to, sharing information accurately, clearly, and efficiently.
Do you have experience with this type of work?
Dealing with customers on a wide range of issues, drawing on comparable customer service experience where relevant. Some of the telephone calls will be straightforward, while others may be more complex and challenging, requiring patience, problem‑solving skills, and the ability to remain calm and professional.
Are you able to problem solve?
Provide accurate and appropriate advice but responding with empathy. Clearly explaining the situation to the customer, whilst maintaining detailed and accurate records and signposting to other services or sources of support where necessary.
What will your day look like?
To provide a telephone service to Local Taxation and Benefits customers in North and North East Lincolnshire, our telephone lines are open Monday to Friday 09.00 to 16.30
This is a fast-paced environment, and some customers can be facing challenging circumstances. We aim to offer accurate advice, explain things in a way the customer can understand, offer support when needed to successfully deal with the customer contact.
Who are we looking for?
You will have some experience of dealing with the public. You will be enthusiastic to learn and will be committed to delivering excellent customer service. You must be able to listen and record the information to decipher the relevant points. Accurate record keeping is essential. You’ll be a good listener but will also know when to intervene to wrap the call up. Have you got the skills and aptitude we are looking for?
Why join us?
You will be part of the Local Taxation and Benefit Team covering North Lincolnshire and North East Lincolnshire. As a telephone advisor you will be the first point of contact for customers accessing our services. You will receive full training from experienced officers and there will be a lot of new things to learn so you will need to be organised and be able to retain the information.
Working Arrangements
This role is a blended working role (the duties of the role may require a blend of home & office working in line with needs of the service).
We are looking for the role to work 10am to 2pm Monday to Friday.
For more information, please refer to the attached guidance and role profile. If you would like an informal discussion, please contact Aimee Martin Email: Aimee.Martin@nelincs.gov.uk or Damian Simpson Email : Damian.Simpson@nelincs.gov.uk
Key Dates
Advert closing date: Sunday 22nd March 2026
We aim to interview candidates: Tuesday 31st March and Thursday 2nd April 2026
We reserve the right to close our adverts early if we have received a significant volume of suitable applications.
Providing support to customers over the telephone by answering queries about Council Tax, Council Tax Support and Housing Benefits. This includes discussing the financial position of our residents, explaining what they need to pay but also helping them understand what financial support they may be entitled to, sharing information accurately, clearly, and efficiently.
Do you have experience with this type of work?
Dealing with customers on a wide range of issues, drawing on comparable customer service experience where relevant. Some of the telephone calls will be straightforward, while others may be more complex and challenging, requiring patience, problem‑solving skills, and the ability to remain calm and professional.
Are you able to problem solve?
Provide accurate and appropriate advice but responding with empathy. Clearly explaining the situation to the customer, whilst maintaining detailed and accurate records and signposting to other services or sources of support where necessary.
What will your day look like?
To provide a telephone service to Local Taxation and Benefits customers in North and North East Lincolnshire, our telephone lines are open Monday to Friday 09.00 to 16.30
This is a fast-paced environment, and some customers can be facing challenging circumstances. We aim to offer accurate advice, explain things in a way the customer can understand, offer support when needed to successfully deal with the customer contact.
Who are we looking for?
You will have some experience of dealing with the public. You will be enthusiastic to learn and will be committed to delivering excellent customer service. You must be able to listen and record the information to decipher the relevant points. Accurate record keeping is essential. You’ll be a good listener but will also know when to intervene to wrap the call up. Have you got the skills and aptitude we are looking for?
Why join us?
You will be part of the Local Taxation and Benefit Team covering North Lincolnshire and North East Lincolnshire. As a telephone advisor you will be the first point of contact for customers accessing our services. You will receive full training from experienced officers and there will be a lot of new things to learn so you will need to be organised and be able to retain the information.
Working Arrangements
This role is a blended working role (the duties of the role may require a blend of home & office working in line with needs of the service).
We are looking for the role to work 10am to 2pm Monday to Friday.
For more information, please refer to the attached guidance and role profile. If you would like an informal discussion, please contact Aimee Martin Email: Aimee.Martin@nelincs.gov.uk or Damian Simpson Email : Damian.Simpson@nelincs.gov.uk
Key Dates
Advert closing date: Sunday 22nd March 2026
We aim to interview candidates: Tuesday 31st March and Thursday 2nd April 2026
We reserve the right to close our adverts early if we have received a significant volume of suitable applications.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.