Customer Services Advisor

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 8:30-5:00 and don't work Bank Holidays.

Your NEW job description:

Become part of our Liberata Customer Services team, where we deliver 1st call resolution for customers.

You will support our customers with calls and face to face assistance relating to council tax, council tax support, housing benefit, Non-Domestic Rates and Corporate services and Liberata will offer a full/ 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

We must warn you that your new role is immensely rewarding as you will go home every day knowing you have made a difference for our customers and their families, as you will regularly support vulnerable customers via inbound calls, and face to face reviewing and offering ways to supporting them dependant on their situation. This means you will need to posse an empathetic and can-do attitude and able to remain calm under pressure.

Whilst supporting our customers you will ensure you are regulatory compliant whilst delivering an exceptional service to our customers, balancing empathy with knowledge even teaching customers how to self-serve where appropriate.

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

Your New Benefits…

• Monday to Friday working
• No Bank Holiday working
• Working only between 8:30 – 5:00
• Free eye tests
• Cycle to work scheme
• Close to local bus and train stations
• Discounted Liberata staff car parking
• 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts and cash back with retailers such as Argos, Curry's, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.
• Monthly engagement activities Such as Liberata Beach Parties, Recognition events and more.

Your required skills:

• A passion to make a difference
• Want to support customers in need
• Educated to GCSE level or equivalent Including Maths and English.
• Competency in IT Systems
• Customer service Experience
• Excellent Communication Skills
• Ability to prioritise work loads

Your key deliverables:

• Ensure individual performance targets are met
• Ensure individual quality targets are met
• Where process instructs, ensure customer queries are dealt with to completion while minimalising the need to pass the query to another party, and also minimalizing the need for the customer to make further contact
• 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:

• Adherence to flexible shift patterns
• Conversant in data protection regulations and adherence at all times when handling customers
• Ensure accurate information is provided to customers at all times
• Ensure systems are updated with full and accurate data
• Handle switchboard calls for multiple clients
• Maintain a working knowledge of changing legislation and customer services processes
• Promote customer satisfaction surveys
• Perform basic complexity admin tasks
• Promote on-line services and digital take-up
• Provide non-customer account advice to customers via a face-to-face counter service, telephone contact, email, web chat or any social media platform
• Verify and scan customer evidence

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our employees are motivated, and we realise their potential, challenging them to learn and to embrace new skills. Our passion for process and an intense client focus ensures that we deliver an award-winning service with our call centre agents being an integral part of our team.

Security vetting and checks:

If you are successful, you will need to:​

comply with the government's Baseline Security Personnel Standard Verification process, this includes a Disclosure Scotland check​

undergo an annual credit check​

If a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file or if you are unable to meet all these requirements your offer may be revoked.

The Company

Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values.

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.

The Benefits

Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK. 

For the full list of benefits, please click here, but below is a taste of what we offer:

Holiday

26 days rising to 27 and then 28 after qualifying length of service

Pension
scheme

Contribute up to 6% and the company will match the contribution

Professional development

Support towards gaining professional qualifications

Reward
scheme

A wide range of benefits, rewards and discounts

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