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.

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 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.