Job description

6 months contract with a Local Authority

Job Title: Administration Officer

Job Purpose

To provide high-quality administrative support in the delivery of Council Tax Support reviews, ensuring customer records are maintained accurately and in accordance with Braintree District Council's Council Tax Support Scheme. The post holder will undertake case reviews, update customer records using the Civica Open Revenues system, and provide excellent customer service through telephone, email, and face-to-face interactions.

Key Responsibilities

Council Tax Support Reviews

Undertake full reviews of Council Tax Support applications in line with the Council's policies and procedures.
Assess customer circumstances and identify any changes affecting entitlement.
Prioritise higher-risk, higher-value, and older cases to ensure timely review completion.
Maintain accurate records and update customer accounts accordingly.

System Administration

Use the Civica Open Revenues system to process amendments and maintain accurate customer records.
Access and utilise the DWP Searchlight system in accordance with Local Authority and departmental guidelines.
Ensure customer income, household, and benefit details are updated correctly and efficiently.
Perform quality checks to ensure accuracy and compliance.

Customer Service

Respond to customer enquiries professionally via telephone, email, and face-to-face interactions.
Explain Council Tax Support review processes and decisions clearly and sensitively.
Provide information and guidance to customers regarding documentation and evidence requirements.
Deliver a high standard of customer service at all times.

Compliance and Data Protection

Handle confidential customer information in line with GDPR and Council policies.
Maintain professionalism and confidentiality when managing customer records.
Ensure administrative processes are completed accurately and within required timescales.

General Duties

Support the wider Revenues and Benefits team as required.
Assist with administrative projects and service improvement initiatives.
Undertake any other duties appropriate to the level of the role.

Experience

Essential

Previous administration experience in a busy office environment.
Experience using Microsoft Office applications, particularly Excel.
Experience providing excellent customer service.
Experience handling confidential and sensitive information.
Experience carrying out data entry and quality checking activities.
Experience managing customer enquiries via telephone and email.

Desirable

Experience using Civica Open Revenues.
Experience working within Local Government, Revenues, Benefits, or Council Tax environments.
Experience using the DWP Searchlight system.
Knowledge of Council Tax Support administration.

Qualifications

Essential

GCSEs (or equivalent) including English and Mathematics.
Good standard of IT literacy.

Desirable

NVQ Level 2/3 in Business Administration or equivalent.
Customer Service qualification.
Relevant Local Government or Revenues and Benefits training.

Skills and Competencies

Excellent attention to detail.
Strong administrative and organisational skills.
Effective verbal and written communication skills.
Ability to work methodically and accurately.
Ability to work under pressure and meet deadlines.
Strong customer service and interpersonal skills.
Professional, discreet, and trustworthy.
Understanding of GDPR and data protection principles.
Ability to work independently and as part of a team.

Additional Information

Location: Braintree District Council, Braintree, Essex.
Contract Length: 6 Months.
Working Pattern: Full-time, 37 hours per week.
Pay Rate: £12.75 PAYE / £16.33 Umbrella per hour.
Working Arrangement: Office-based 5 days per week during training, followed by hybrid working upon successful completion of the training period.
DBS Requirement: Successful candidates will be required to obtain a DBS clearance.
Closing Date: Tuesday 28th July 2026.