Customer Service Advisor

Job Title: Customer Service Advisor

Vacancy reference number: 00481

Salary: £21,000 - £21,525 pro-rata following a successful probation period.

Location: Office based Burnley

Contract type: Full Time 37 hours – Permanent.

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:

You will be expected to take 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 for the right candidates with pay increases to reflect.

The successful applicants will be required to answer inbound calls from customers with a wide range of backgrounds therefore you will need excellent customer service and interpersonal skills whilst having the ability to prioritise workloads. You must also possess good IT skills; show commitment and be able to work to targets. You will also need to possess an empathetic attitude to deal with difficult / vulnerable customers and the ability to remain calm under pressure

Upon a successful interview you will need to comply with the government’s Baseline Security Personnel Standard Verification process, this job is subject to completion of a Disclosure Scotland check and your offer can be revoked.

What we expect from you:

• Educated to GCSE level or equivalent Including Maths and English.
• Competency in IT Systems
• Customer service Experience
• Excellent Communication Skills
• A passion to make a difference, want to really support Customers in need

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 minimalizing 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.

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
• 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

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
• Bank Holidays
• Working only between 8:30 – 5:30
• Free eye tests
• Cycle to work scheme
• 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 with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.

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 Expert, Accessible, Dependable.

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.

To comply with the government’s Baseline Security Personnel Standard Verification process, this role is subject to completion of a Disclosure Scotland check.

You can apply for this role by submitting a CV outlining your knowledge and experience relevant to the role. Please quote the Job Title and Vacancy reference number within the subject heading.

The closing date for this vacancy is: 16th April 2023

www.liberata.com

Liberata is committed to encouraging equality, diversity and inclusion whilst promoting talent; not just in our recruitment practices, but ensuring that all individuals have the opportunity to reach their potential.

Job Types: Full-time, Permanent

Salary: £21,000.00-£21,525.00 per year

Benefits:

• Company pension
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Burnley, Lancashire: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Do you have any criminal convictions which are not regarded as spent under the Rehabilitation of Offenders Act 1974?

Education:

• GCSE or equivalent (preferred)

Experience:

• IT Systems: 1 year (preferred)
• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: One location

Application deadline: 16/04/2023
Reference ID: 00481