Customer Service Advisor

We are open MONDAY to FRIDAY with full-time shifts between 8:30 to 5:00 and we dont work Bank Holidays.

Your new job description:

Become part of our Liberata Customer Services team where exceptional Customer Service along with delivering 1st call resolution for complex customers enquiries are at the heart of our ethos.

As a Contact Centre Advisor you will support our customers with inbound calls and face to face assistance relating to Council Tax you will be responsible for handling challenging interactions relating to Council Tax Council Tax Support Housing Benefit Business Rates and Corporate Services. Liberata will offer a full extensive training programme to help you develop all the skills and knowledge you will need.

The role is challenging yet rewarding as you will be dealing with a variety of customers with different financial situations each day and tailoring solutions to help them reach the best and fairest resolution for their circumstances.

You will need excellent communication skills be able to deal with a diverse range of customers and be able to work in a fast-paced environment. Ideally you will have experience of working in a call centre environment although training will be given. It is a demanding role for someone who enjoys working as part of a very busy team and can work under pressure.

Your role will include adhering to Contact Centre performance targets and service KPIs maintaining strict adherence to Average Handling Time (AHT) expectations while consistently delivering a quality customer experience and ensuring regulatory compliance.

The ability to balance efficiency with service quality managing customer interactions effectively while maintaining accuracy professionalism and positive customer outcomes are key.

We offer performance related bonus after successful completion of probation.

Expected start Monday 16th November with expectation of no annual leave for first six weeks.

Training will consist of 4 weeks Based at our Burnley site in the City Centre.

Whats in it for you!

Your New Benefits

• Monday to Friday working
• No Bank Holiday working
• Working shifts between 8:30-5:00 with a 30min early finish scheduled EVERY WEEK!
• Burnley based/Hybrid
• Free eye tests
• Cycle to work scheme
• Close to local bus and train stations
• 26 days annual leave (Fulltime) up to 8 days Bank Holidays
• Ability to earn a quarterly bonus
• 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

Your required skills:

• Educated to GCSE level or equivalent Including Maths and English
• Competency in IT Systems
• Ability to handle complex customer enquiries
• Able to deliver clear concise and easy-to-understand guidance and instructions within high-pressure and fast-paced environments adhering to call handling KPIs
• Excellent communicator with a passion for helping others
• Proven track record of working in a target driven environment
• A person who shows compassion empathy and patience especially when supporting vulnerable residents or those who are distressed

Your key deliverables:

• Ensure individual performance targets are met
• Ensure individual quality targets are met
• Experienced in handling high volumes of customer interactions within defined operational parameters consistently aiming to achieve First Point of Contact Resolution (FCR) while delivering customer-focused service
• 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

Role 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 queries for multiple clients
• Maintain a working knowledge of changing legislation and customer services processes
• Promote on-line services and digital take-up
• Provide advice to customers via telephone contact face-to-face email web chat or any social media platform
• Multitasking speak with residents while updating various systems accurately.

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:

All successful candidates must meet the governments Baseline Personnel Security Standard (BPSS).

• External candidates: The BPSS includes a basic criminal record check (for unspent convictions). There will also be an Adverse Financial Check (AFC) which will be renewed annually. An Adverse Finance Check looks for CCJs IVAs bankruptcies Scottish decrees or Administration Orders.
• Internal candidates: An annual adverse finance check will be required.

If you do not meet these requirements your offer may be withdrawn.

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.