Job Description

Customer Services Champion


Contact Centre Customer Services


Full time 36hrs 1 year fixed term


Grade 5 - 35,520 - 38,739

About Us

The Customer Services Contact Centre provides a wide range of Council services across a variety of channels. Our aim is to deliver excellent customer service, resulting in high customer satisfaction and a positive experience for all service users and we work closely with other departments to create positive outcomes for the residents of Havering.

About the job

If you have proven customer service skills, can communicate clearly and effectively and have experience of working in a busy contact centre, we would like to hear from you.


In addition, you must have the ability to work well in a busy team environment and be able to demonstrate excellent grammar, numerical and I.T. skills.


Also essential is experience in dealing with a diverse customer range and extensive experience of dealing with enquiries including those related to regulatory, statutory and/or legally based disciplines.


You will receive and handle enquiries relating to Council Tax and Benefits, therefore a detailed knowledge of both services is essential. This contact will be through a variety of access channels including but not limited to telephone, web and face to face, aiming to achieve first contact resolution for the customer.


We promote a hybrid model of working for our Contact Centre staff. In this role, the successful candidate will be required to work from our town hall campus on a regular basis, working in the Appointment Centre and Town Hall reception supporting the various customer channels including, online, telephony and face to face.

About you:

Experience will be required in the handling and accurate resolution of enquiries and service requests, including data processing and problem solving, all by using initiative, judgement and discretion.


You will be part of a large group and therefore need to work well with others in a team environment. You will be required to build strong links to our service providers and have the opportunity to take part in other service areas when appropriate. You will also be required to support the other members of the team as required.


Experience of working as part a Contact Centre environment is essential, as is a detailed working knowledge of Council Tax and Benefits.


Applicants must be experienced in using multiple software systems for processing business tasks and information and the handling of financial information. In particular, the use of the Capita Academy, NEC, Civica/Civica PCI, QMatic, is essential.

The closing date for the receipt of applications is 3

rd

September 2025

, however interest in this job may be high and we therefore reserve the right to close the vacancy early.


You will be notified if your application has been successful. Tests and interviews will be carried out during September.


Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770.

Additional Information

We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering .


The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

*About Us

With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.
Find out why you should work for Havering Council .