Customer Service Advisor

6 months ago

Welwyn Garden City, United Kingdom Liberata Full time

**Fancy a role where you really make a difference?**

**Have what it takes to deliver exceptional customer service?**

**Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:30-5:30 and don’t work Bank Holidays.**

**Your NEW job description**:
Become part of our Liberata Customer Services team, where we deliver first contact resolution for the customers of Welwyn Hatfield Council.

You will support customers, over the phone and face to face, providing guidance relating to Council Tax, Benefits and Non-Domestic Rates.

Liberata will offer a full and extensive training programme to help you develop all the skills and knowledge you will need, with the opportunity for progression with a pay increase to reflect this.

You will regularly support vulnerable customers, reviewing and offering ways to support them, dependant on their situation. This means you will need to possess an empathetic can-do attitude and the ability to remain calm under pressure.

Whilst supporting our customers you will ensure you are regulatorily compliant whilst delivering an exceptional service, balancing empathy with knowledge, signposting the Council’s online services where appropriate.

**Your required skills**:

- Customer service experience
- Competency in IT systems
- A passion to make a difference
- Excellent communication skills
- Ability to prioritise workloads
- Educated to GCSE level or above with English and Maths, grade C or above (or equivalent)

**Your key deliverables**:

- Ensure individual performance and quality targets are met
- Ensure customer queries are dealt on first contact where possible
- Maintain a high quality of work, in accordance with departmental and service agreements, including client procedural and financial standards
- Observe confidentiality and data security of document handling
- Adherence to all company policies and procedures applicable to this role. This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding.

**Your key tasks**:

- Provide advice to customers via a face-to-face counter service
- Handle switchboard from customers
- Promote online services and digital take-up
- Ensure accurate information is provided to customers at all times
- Ensure systems are updated with full and accurate data
- Maintain a working knowledge of changing legislation and customer service processes
- Perform basic administrative tasks
- Verify and scan customer evidence
- Conversant in data protection regulations and adherence at all times when handling customer evidence

**What’s in it for you**

Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services

**Our Staff Benefits Include**
- Monday to Friday working
- No Bank Holiday working
- Working hours between 8:30 - 5:30
- Free eye tests
- Close to local bus and train stations
- 25 days annual leave (full time) + up to 8 days Bank Holiday
- Wellness programme
- Staff referral scheme
- Staff discounts and cash back with retailers such as Argos, Currys, Marks & Spencer and B&Q
- Enrolment into Liberata’s contribution matching pension scheme

Liberata is one of the UK’s leading providers of business process outsourcing and support services for the public and commercial sectors.

Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.

Many of our services and solutions are available for procurement under various Government frameworks.

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