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 dont 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.

Whats 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 Currys 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 governments 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.

Liberata is a leading business service provider to public and private sector organisationsthroughout the pride ourselves in revolutionisingour clientsoperations using our expertiseand innovative solutions across a wide range of services including Revenues & Benefits Finance and Accounting HR & Payroll and Customer aim is to work in partnership with our clients to assistthem in becoming more efficient; leveragingour best in classbusiness process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees its clientsand its passion for process and an intense client focus ensures that we deliver an award winningservice and our entire workforce are encouraged to demonstrateour 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 enthusiasticand seeking a challenge we are the organisationfor you.