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About the Borough

The London Borough of Sutton is situated less than 30 minutes by train from Central London, with direct connections to London Victoria and London Bridge. Found in zone 5 with good transport links in and out of London, Sutton boasts award winning parks and open spaces, low crime rates, affordable housing and great schools. As well as high levels of resident engagement and satisfaction, providing quality services and success in addressing our financial challenges, whilst involving residents in key issues and high street changes.

Sutton is continuously investing in the health, wellbeing and education of our residents and the future generation, as set out in the “Ambitious for Sutton” corporate plan. We are home to the Royal Marsden Hospital and the Institute of Cancer Research. Together with the development of the London Cancer Hub, Sutton will be the world’s leading life-science district, specialising in cancer research and treatment. Our vision will create around 13,000 jobs while contributing £1.2bn to the UK economy each year, a vibrant community of scientists, doctors and innovative companies intended to deliver real benefits for cancer patients and drive economic growth. With the regeneration of the local areas with new homes and schools, Sutton is passionate about working closely with our residents and vulnerable groups to help them maintain their independence and create a balance between support and independent living.

The Council is seen as a driving force within the South London Partnership of five outer south west London boroughs focused on strategic growth, regeneration and investment. As we strive to improve our services and spaces for our residents as set out in the ‘Ambitious for Sutton’ corporate plan, Sutton aims to shape the future of the borough and adapt to the needs of its residents to make our Borough a great place to live, work and raise a family.

About the Service and Team

Revenue and Benefits Customer Services are a busy, high performing team providing a front-line service supporting the Council Tax and Benefits Department. We are the first point of contact for telephone calls and occasionally face to face contact. We work collaboratively with colleagues and partners, recognising that everything we do is for the benefit of our residents.

About the Role and Our Ideal Candidate

We have a permanent vacancy in our Revenue and Benefits Customer Services Team. Working in a target driven, busy call-centre environment, you will be part of a friendly, supportive and motivated team. The working hours are Monday to Friday 10am to 3pm (25 hours per week) The working hours are slightly negotiable for the right candidate - although will need to total 25 in a week.

You will need to have:

• A minimum of 1 years experience dealing with Council Tax queries either by letter, email or telephone.
• A professional, confident and friendly telephone manner.
• A minimum of 1 years experience working in a busy, target driven environment.
• A minimum of 6 months experience dealing with customers over the telephone.

Our ideal candidate will be able to communicate clearly and confidently both in writing and verbally, be computer literate and have the ability to deal with sometimes difficult, elderly or distressed members of the public. You will need to to be able to work using your own initiative and often under pressure.

The role is in a call-centre environment, with occasional face to face contact with customers. You will be discussing Council Tax Accounts, Business Rates accounts and Housing Benefits (training given on Business rates and Housing Benefits). You will need to have good numeracy skills as the post is in a financial environment, carrying out often complicated calculations (with training).

You will need to be calm under pressure and be able to deal confidently with your customers. Whilst initially based in the office, there will be the opportunity for hybrid working after training is complete (around 6 months).

Our Offer to You

As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across however big or small; will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.

Employees have access to a wide range of benefits to enable staff to achieve a work life balance, some of which include:

• A generous annual leave entitlement of 26-32 days plus bank holidays (pro-rata if part-time working hours apply) depending on service and grade
• Enhanced Maternity, paternity, shared parental, adoption and dependents leave
• Two volunteering days per year
• Flexible Working - Smarter Working Scheme (dependent on the role)
• Adjustable and agile working arrangements using Google Chromebooks
• Learning and development portal offering a range of courses
• Discounts on a range of local shops, restaurants, gyms and leisure centres
• Interest free season ticket loans
• Local Government Pension Scheme
• Bicycle loan facilities and cycle to work scheme
• Electric vehicle leasing scheme
• Confidential health & wellbeing and counselling support

Application Process

Apply online outlining what skills, abilities and experience you can bring which makes you an ideal candidate for this role. Please refer to the requirements outlined in the job profile when completing your application and check your CV details have been uploaded correctly in the relevant sections.

We understand and recognise the benefits of using Artificial Intelligence (AI) in the workplace and are embracing AI where appropriate, to boost our productivity and streamline how we deliver our Council services efficiently; to provide the best possible outcomes for our residents and communities.
However, we reserve the right to reject applications where it is apparent that AI-generated content has been used in isolation and without personalised responses. At Sutton we value authenticity and are looking for individuals who can clearly demonstrate their own skills, experience and motivation for the role that they are applying for and embrace and demonstrate our PRIDE values.
Here at Sutton we have core values of Transparency and this is to be demonstrated during the application process and completion of the supporting statement and will be further tested at interview and selection stage for those who progress forward.

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received, it is strongly advised that you complete and submit your application as soon as possible to avoid disappointment.

As part of our award winning Diversity Programme we anonymise all applications received to reduce conscious and unconscious bias enabling every application to be reviewed on the knowledge, skills and experience shown in your application. We encourage our interview panels to be as diverse as possible (age, cultural, neurodiverse etc.) to reduce bias where possible. We are fully committed to removing barriers and enhancing the diversity of our workforce.

Additional Information

We are proud to be a diverse and welcoming Borough and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from under represented groups.

To support our workers and their families we offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums and inclusive staff networks who help drive our diversity agenda.

We are also proud to be a disability confident employer and guarantee to interview all disabled applicants who meet the minimum essential criteria for a role. As an accredited London Living Wage Employer all our employees are guaranteed the London Living Wage regardless of their length or type of contract.

The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the GOV.UK website for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.