Customer Service Officer

Housing Benefits Customer Service Officer – Brent Permanent £31,000.00 – 39,000.00 depending on experience Full time The Role As a front-line Customer Service Officer, you will be the primary point of contact for residents navigating complex financial support systems. Our team handles a high volume of enquiries—averaging 150 calls per day. You will be responsible for providing expert advice and guidance on a wide range of sensitive issues, including: Complex Enquiries: Explaining housing benefit entitlement and navigating overpayment recovery processes. Guidance & Support: Assisting customers with income maximisation and identifying eligibility for additional support. Technical Accuracy: Using multiple specialist IT systems simultaneously to update records and calculate entitlements in real-time. What We Are Looking For Multi-Tasking Experts: You must have strong IT skills and be comfortable toggling between several applications while managing a live call. Communication Specialists: The ability to explain complex legislation in a clear, empathetic, and professional manner, even when dealing with difficult or sensitive topics. Resilience: Experience working in a high-pressure, high-volume environment where accuracy is critical. Reliability: This is a fixed, office-based role in a prime location near Wembley Stadium, requiring a consistent Monday to Friday presence. To find out more information please contact Abbie at Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency