YOUR NEW JOB DESCRIPTION:

Become part of our Liberata Customer Services team, where we deliver first contact resolution for the customers of Welwyn Hatfield Council.
You will support customers face to face, providing guidance relating to Council Tax, Benefits and Non-Domestic Rates.
You will regularly support vulnerable customers, reviewing and offering ways to support them, dependant on their situation. This means you will need to possess an empathetic can-do attitude and the ability to remain calm under pressure.
Whilst supporting our customers you will ensure you are regulatorily compliant whilst delivering an exceptional service, balancing empathy with knowledge, signposting the Council’s online services where appropriate.

ESSENTIAL SKILLS AND ATTRIBUTES:

• Customer service experience
• Revenues & Benefits experience
• Competency in IT systems
• A passion to make a difference
• Excellent communication skills
• Ability to prioritise workloads
• Educated to GCSE level or above with English and Maths, grade C or above (or equivalent)

YOUR KEY TASKS:

• Provide advice to customers via a face-to-face counter service
• Promote online services and digital take-up
• Ensure accurate information is provided to customers at all times
• Ensure systems are updated with full and accurate data
• Maintain a working knowledge of changing legislation and customer service processes
• Perform basic administrative tasks
• Verify and scan customer evidence
• Conversant in data protection regulations and adherence at all times when handling customer evidence