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Customer Services Officer
4 months ago
**Customer & Public Services**
***
- Customer Service
**Wigan Council**
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**Wigan Life Centre North/ Homeworking**
**The Wiend**
**Wigan**
**WN1 1NH**
**Salary: Grade 6, £27,344 - £30,296 per annum.**
**37 hours per week**
**Temporary until 1**st** April 2025 to cover maternity**
**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.
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.
The Council is committed to complying with the European General Data Protection Regulations (GDPR) and meeting the requirements of the Information Commissioner’s office (regulating data protection compliance in the UK). It is your responsibility to ensure that the work you undertake is compliant with the General Data Protection Regulations.
**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 The Deal 2030, our ambitious plan for our borough. We are signed up to the Greater Manchester Continuous Service Commitment 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 click here to find out more about working for #TeamWigan.
To view the details relating to this position, please click the links below:
Job Specification
DBS Applicant Information
Privacy Notice
**Interview date:To Be Confirmed**
**The employer is committed to safeguarding**
**salary from**
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£27,344
**contract**
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temporary
**working hours**
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full time
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- 11 59 pm- 31st Mar 2024
