Revenues and Benefits Telephony Officer

Malvern Hills DC

The South Worcestershire Partnership, hosted by Malvern Hills District Councils, provides a Revenues and Benefits service for Malvern Hills, Worcester City and Wychavon Councils from our offices in Pershore.

We are responsible for the billing and collection of Council Tax and Business Rates and for the effective processing claims for Housing Benefit / Council Tax Reduction,

We are recruiting a Contact Centre Officer to deliver information and guidance on all Council Tax, Housing Benefits and Council Tax Support and Recovery services for the three partner Councils, Malvern Hills District Council, Worcester City Council and Wychavon District Council.

This is a versatile, busy and demanding role which requires an in depth knowledge and experience of Benefits and Revenues. Although experience is desirable, a comprehensive training plan will be delivered.

With experience of working in a customer services environment, you must be able to empathise and problem solve on behalf of customers, work in a busy environment, have the ability to understand and relay information and be willing to ‘go the extra mile’ for our customers.

If you are as passionate about delivering results as we are, and if you want a challenging yet rewarding role delivering the highest levels of customer service, this is the job for you

About you:

If you are the right person for this role, you should have:

  • Excellent verbal and written communication skills, with a strong customer focus
  • Ability to learn, interpret, apply and explain all legislation and guidance appropriate to the post
  • Good word processing and IT skills, including an ability to use an on-line computer system to interrogate and update data
  • Be able to deal with difficult situations
  • Self-motivated, enthusiastic, and be able to deal with a varied workload
  • Be able to demonstrate commitment to delivering the Council’s values of great customer service, openness and accountability, innovation and improvement and fairness and respect.
  • Responsible for championing and demonstrating the Council’s Leadership Behaviour Framework by inspiring, communicating, collaborating and empowering self and others and leading by example.

When applying, please provide an up-to-date CV and a supporting statement that demonstrates how you meet the essential criteria for the role

What we offer:

We pride ourselves on being a progressive organisation who spends our time and energy on what we know matters to our residents and communities – things like creating jobs, keeping the streets clean, helping people feel safe and preventing homelessness.Our staff are at the heart of what we do, and as a result we are always looking to recruit, develop and retain the very best talent we can find.  That’s why, as well as a rewarding career, we offer a range of attractive benefits, such as:

  • Agile Working
  • Excellent pension scheme
  • Flexible working
  • Generous annual leave entitlement
  • Options to purchase additional annual leave

Additional Information:

To discuss the post or for further information, please email Sophie Spencer on

Closing date: Sunday 1 October 2023

Interview date: Tuesday 10 October 2023









Job Reference: RB182

Salary range / grade: £22,369 - £24,054 per annum (plus pending pay award)

Hours: Full Time - Permanent Up to 37 hours per week, part time working or job share interests will be considered

Closing date: 1st Oct 2023, 11:59pm

Disability Confident Employer