Customer Service Advisor

Liberata Ltd.; Widnes; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A community-focused service provider in Widnes is looking for a Customer Service Representative to deliver exceptional support for various customer inquiries. The role offers comprehensive training and emphasizes a work-life balance, with shifts from Monday to Friday. Ideal candidates will possess strong communication skills and a passion for helping others, ensuring every interaction meets high-quality standards and regulatory compliance.

Benefits

26 days annual leave + 8 Bank Holidays

Free eye tests

Cycle to work scheme

Organised company events

Wellness programme

Access to staff discounts and cash back with retailers

Contribution matching pension scheme

Qualifications

• Experience in customer service is essential.
• Competency in IT systems is required.
• Must have a passion for helping customers and making a difference.

Responsibilities

• Deliver exceptional customer service over the phone.
• Ensure regulatory compliance while interacting with customers.
• Support vulnerable customers with empathy.

Skills

Customer service Experience

Excellent Communication Skills

Competency in IT Systems

Ability to prioritise work loads

Educated to GCSE level or equivalent Including Maths and English

A passion to make a difference

Want to support customers in need

Job description

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 and don’t 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 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, 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.

Expected start Monday 2 February, with expectation of no annual leave for first eight weeks.

What’s in it for you!

• Monday to Friday working
• No Bank Holiday working
• Working only between 9:00‑5:00 –with an 30min early finish scheduled EVERY WEEK!
• Hub/hybrid – meaning only required to attend the hub for training and quarterly check in with line manager.
• 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
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts and cash back with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.
• Monthly engagement activities! Bingo, monthly quiz’s to theme Reward and Recognition days

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 minimalising 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
• 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

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 government’s 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.