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Wigan

    Customer Services Officer - Wigan, United Kingdom - Wigan Council

    Wigan Council
    Wigan Council Wigan, United Kingdom

    2 weeks ago

    Default job background
    Description

    Priority Candidates will be considered in the first instance

    Wigan Life Centre North

    The Wiend

    Wigan

    WN1 1NH

    Salary: Grade 6, £27,344 - £30,296 per annum.

    37 hours per week

    1 x Temporary for 12 months to cover Maternity

    1 x Permanent

    Your role:

    Your role is to enable and support the maximisation of all Customer Services Collection streams, predominately but not exclusively Council Tax and Business Rates.

    You will undertake key recovery tasks and exercises, contacting customers through a variety of communication methods, adopting appropriate and effective arrears interventions for different customer cohorts and negotiating repayment based on individual financial circumstances whilst explaining complex account matters. Part of this role

    You will engage with customers regarding their outstanding debt and accurately capture customer information to create affordable instalment plans and payment methods, reducing cash collection to cheaper methods, but following processes and procedures when taking them, holding asset based conversations regarding their financial circumstances and providing maximisation of benefits, discounts, exemptions and reliefs, advice and support.

    You will signpost customers to any other additional support like digital and online courses, debt advice and Welfare Rights and Welfare Support within the Council or provided by partners and stakeholders to support digital inclusion, reduce social isolation and build self-reliance

    You will also play a part in Rents, Former Tenant Arrears and Housing Benefit Overpayments collection maximisation.

    You will predominantly work Monday to Friday and hours will vary between 7:00 am and 19:00pm in line with the needs of the service. You will on occasions be required to work Saturdays and in such circumstances you will be allocated equivalent time off Monday to Friday. This will be assigned on a rota basis.

    About you:

    You will ideally have experience in a collections-focused role, with a fundamental understanding of collections principles. You will be a confident and accomplished communicator, and have the ability to combine accuracy and efficiency as well as balance excellent customer care with an appreciation for business needs.

    You will possess excellent negotiation skills, professionalism and have the ability to influence whilst demonstrating empathy. You will be committed to undertaking holistic, collection-focused conversations, and will be passionate about customer service and have a proven track record in making a valuable contribution to collection based services.

    About us:

    Wigan Council has been voted 'Overall Council of the Year' at the APSE (Association for Public Service Excellence) Awards and has recently published , our ambitious plan for our borough. We are signed up to the ensuring that your service will be continuous or 'unbroken' between the supporting organisations.

    In Customer Experience and Support we focus on our customers and understand their needs. We make change happen through innovative thinking, redesigning services and recognising areas for improvement. As the first point of contact we are the 'face' of the council and pride ourselves on a right first time approach for our customers.

    This is a fantastic opportunity to join a forward thinking organisation and be part of a fresh look at how we collect Council Tax and other Council income. We are an organisation who will offer you the support you need to succeed and every opportunity to learn and develop your career further.

    Here at Wigan, we are proud to support flexible working patterns, when the service can accommodate this. We also take a blended approach to where we work, depending on the work we do. This may include working from home (My Place), the office (Our Place) or the community (Your Place). We like to thank our employees for their hard work and commitment by giving them the opportunity to access a range of exclusive rewards and benefits to find out more about working for #TeamWigan.

    Wigan Council prides itself on equality, inclusion and promoting diversity within the borough and aims to recruit a workforce that reflects our diverse communities. We invest in training and developing our staff, in a positive learning environment, and aim to be a consciously inclusive employer. We welcome applications from everybody in the community and would particularly encourage applicants from our underrepresented groups to apply. At Wigan, it is really important to us that applicants demonstrate our Team Wigan behaviours, and we do all we can to make sure that everyone feels like they belong. We have guidance in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.

    To be appointable in this role you must be able to prove you have the right to work in the UK. If you are unsure, please visit the below link to check you qualify to apply. Please note, at present we are not a licenced sponsor.

    For further information please contact Rhiannon Doran, Business Partner by email:

    To view the details relating to this position, please click the links below:

    Interview date: Monday 20th May 2024

    This role is subject to a Basic DBS

    The employer is committed to safeguarding

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