Customer Hub Officer (NEC Northgate)

Job Description This is a remote position. Rate: £18.83 per hour umbrella Term: Until 07/02/2027 initially Hours per week: 37 Main Purpose of Job: To deliver our One Front Door approach and principles, providing a high standard of customer service for all customers of the council, regardless of the channel they use to interact with us. To give thousands of customers a great customer experience, adding value by successfully delivering the right outcomes. Customer interactions will cover a wide range of council services and the postholder will have the skills and knowledge required to provide the correct and timely advice to resolve queries quickly and manage cases efficiently. To understand when and how to build self-serve capability and promote digital channels, as well as provide exceptional advice and guidance to put customers first. Main Tasks/Duties/Responsibilities 1. Resolve straightforward enquiries across all Council service areas, supported by information and guidance. 2. Complete straightforward rules-based tasks for at least four service areas which may include but are not limited to; council tax, benefits, business rates, housing advice, waste, debt recovery, [operational services, planning, environmental services, licensing, housing] 3. Complete moderately complex cases and tasks for one service area where functional knowledge and skills are required. 4. Set up cases with all required information to hand over to specialist services teams for resolution, where these cannot be resolved within the Customer Services team 5. Access and accurately update all relevant information systems, both customer and back office ensuring that the master customer record is updated and maintained through verification and validation, and in accordance with Data Protection principles. 6. Deliver efficient services, working as a resilient multi-skilled team equipped with the right processes, systems, and knowledge 7. Understand the customer need at the initial point of contact and providing joined up service advice and guidance to support this 8. Build capability in customers through assisted self-service and spot opportunities for the Council to initiate further enabling and self-serve. Requirements Who we are looking for: a dedicated Business Rates Administrator that can process all changes in NEC RB Live using the document management system Information@work. You will need to have an overview of Business rates legislation to process moves in and out of businesses, billing, collection and recovery of business rate debt. Applying exemptions, discounts and rateable value changes. Benefits We believe employee benefits should go beyond just a free drink or fruit bowl. What’s more, we believe you should get to choose perks that suit your lifestyle. That’s why we’ve partnered up with the global benefits and rewards provider Perkbox, to offer something for all of our people. Here’s what you can look forward to: Perks Hub Hundreds of global and local perks, available online 24/7 Free monthly lifestyle perks; such as free coffees, breakfasts, cinema tickets, etc Shopping discounts from the biggest brands, all year round Save money on everything from the supermarket shop to summer holidays Wellness Hub Easy to follow videos for everything from yoga exercises, to strength training and HIIT workouts Mindfulness, meditation and sleep resources, available on all your devices Guides to help with everything from anxiety to stopping smoking Confidential mental health helpline, 24/7 access to a qualified counsellor Celebration Hub Working with us means you're always part of Team BSS - celebrate and recognise fellow contractors, whether they're across the desk or across the world Company polls where everybody can vote for the winners Culture Hub A single place to find company updates, photos, benefits information and lots more! Stay in the loop with what’s happening by accessing Culture hub anywhere, at any time Pre-Compliance Checks for Successful Applicants: At BSS, we uphold the highest standards of screening and trust for every role. Successful applicants will undergo a comprehensive pre-compliance process in line with the Baseline Personnel Security Standard (BPSS). This includes: Identity Verification: Confirming the authenticity of your identity documents. Employment History Checks: Reviewing your occupation history for the past 3-5 years (depending on client requirement). Right to Work Verification: Ensuring you have the legal right to work in the UK. Unspent Conviction Check: Conducting a Basic DBS Check to reveal any unspent convictions. These checks are crucial in ensuring a secure and trustworthy work collaboration, aligning with best practices used in government and public sectors. While primarily standard in these sectors, our adoption of pre-compliance checks across all roles reflects our commitment to maintaining the highest standards of integrity and trust in our recruitment process. Equal Opportunities Business Smart Solutions are a Recruitment Agency - We hire talented and passionate people from a variety of backgrounds because we want our global worker base to represent the wide diversity of our clients. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're passionate about working for a role in local government and share our company values, we encourage you to apply. BSS is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. BSS considers qualified applicants with criminal histories, consistent with applicable UK law. If you need assistance or an accommodation made due to a disability, please let your recruiter know. Armed Forces Covenant We endeavour in our business dealings to uphold the key principles of the Armed Forces Covenant, which are: No member of the Armed Forces Community should face disadvantage in the provision of public and commercial services compared to any other citizen In some circumstances special treatment may be appropriate especially for the injured or bereaved.