Service Centre Revenues & Benefits Officer – 37 hours per week - Pershore – WR10 1PT - 1834

Pershore – WR10 1PT

14th September 2022

Job Title: Service Centre Revenues & Benefits Officer – 37 hours per week  

Location: Pershore – WR10 1PT

Job type: Full Time/Permanent 

Job Reference: 1834

An exciting opportunity has arisen to join the South Worcestershire Partnership, Revenues and Benefits team based at our offices in Pershore.  The Partnership is managed by Civica and provides Revenues and Benefits services for Malvern Hills District Council, Worcester City Council and Wychavon District Council.

The Service Centre Revenues & Benefits Officer role involves providing a dedicated telephony service for 3 Local Authorities. You will deal with enquires from members of the public and other stakeholders regarding all aspects of Housing Benefit, Council Tax Support, Housing Benefit Overpayments, Council Tax Billing, Council Tax Recovery and Business Rates.

The Revenues and Benefits Telephony Team are the front line of customer service within the Shared Service. It is a fast paced environment where advisors are expected to handle approximately 50 calls per day and strive to achieve the Service Key Performance Indicators of average speed of answer of 1 minute 30 seconds, 

average handling time of 7 minutes, which includes an element of after call work to make notes and follow up on key action from the call when necessary and to answer more than 87.5% of all calls received

It is an extremely demanding role where a resilient, focused and assertive attitude is key.  You will need to be versatile and equipped with a strong skill set such as excellent communication skills, a positive attitude to new ways of working and be able to working without close supervision to handle the complexity of the job.

The post is based in Pershore, although the option of blended working is available.

No experience is required for this role as full training will be given.

Life at Civica

Civica is the UK’s leading public sector software provider, with more than 22 years of sustained growth. 

We’re developing and delivering the technologies that are transforming our vital public services, across Local Government, Central Government, Healthcare and beyond.

  • Blended working: less commuting, more time with your friends and family.
  • ‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition. 
  • Financial Times - Diversity Leader 2022: We’re committed to maintaining an inclusive and supportive culture.
  • Top rated employer – Glassdoor: Our average length of service is 9 years.
  • Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.

We Welcome Applications

Studies have shown that certain underrepresented groups of people are less likely to apply for a job that they don’t 100% match. At Civica, we’re committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. 

So, if you like the sound of this opportunity but you don’t meet all of the requirements then please apply. You could be the perfect candidate for this or other opportunities within Civica.

Mental Health Champions are here for you!

We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day to day life. We are available for support when you need it most and actively encourage our people to reach out to us.

Affinity Groups

Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community and include: Early careers, accessibility, parents and guardians, wellness, LGBTQIA+, race and ethnicity and many more.

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2022. 

Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.


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