Customer Service Advisor

**Time for a new role, a rewarding one?**

**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 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 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**, 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.

**Expected start Monday 6 January 2025, with expectation of no annual leave for first six weeks.**

**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 7:30-5:30 - With the **main percentage of shifts being 9:00-5:00 with an 30min early finish scheduled EVERY WEEK**:

- Option to** Hybrid work - **upon successful completion of probation**,** this would be 3 days in the office and 2 working from home, rolling with your team.
- ** Free **eye tests
- Close to local bus and train stations
- ** 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 mínimalizing the need to pass the query to another party, and also mínimalizing 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
- Make customer satisfaction calls and promote customer satisfaction surveys
- Perform basic complexity admin tasks
- Promote on-line services and digital take-up
- 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**:
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