Customer Services Advisor

TN United Kingdom; Widnes; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Join a forward-thinking company where you can truly make a difference in people's lives! As part of the customer service team, you'll provide vital support to individuals navigating council services. With a focus on first call resolution, you'll receive comprehensive training and enjoy a work-life balance with a Monday to Friday schedule. This role offers a rewarding opportunity to help vulnerable customers while ensuring compliance with regulations. Experience a supportive work environment with opportunities for progression and a range of perks, including generous annual leave and wellness programs.

Benefits

26 days annual leave

No Bank Holiday working

Free eye tests

Staff discounts and cashback

Contribution-matching pension scheme

Wellness program

Monthly engagement activities

Organized company events

Qualifications

• Passion to make a difference and support customers in need.
• Educated to GCSE level or equivalent, including Maths and English.

Responsibilities

• Provide accurate information and support to customers via multiple channels.
• Comply with data protection regulations and maintain confidentiality.

Skills

Empathy

Customer Service

IT Competency

Data Security Protocols

Prioritization

GCSE Level Education

Education

GCSE including Maths and English

Tools

IT Systems

Job description

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Join Our Customer Service Team

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.

Become part of our Liberata Customer Services team, where we deliver first 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. Liberata offers a comprehensive training program to help you develop all necessary skills and knowledge, with opportunities for progression and pay increases.

This role is immensely rewarding as you will go home every day knowing you have made a difference for our customers and their families. You will regularly support vulnerable customers via inbound calls, reviewing their situations and offering appropriate support. You need to possess an empathetic, can-do attitude and remain calm under pressure.

While supporting customers, you will ensure compliance with regulations and deliver exceptional service. You will balance empathy with knowledge and may teach customers how to self-serve where appropriate.

Expected start date: Monday 21 July 2025. During the first eight weeks of training, there will be no annual leave.

What’s in it for you?

• Monday to Friday working schedule
• No Bank Holiday working
• Working hours between 9:00-5:00, with a 30-minute early finish every week
• Hub/hybrid work model – attending the hub only for training and quarterly check-ins
• Free eye tests
• Close to local bus and train stations
• 26 days annual leave (full-time) + up to 8 Bank Holidays
• Organized company events
• Wellness program
• Staff Referral Program
• Staff discounts and cashback with retailers like Argos, Curry’s, M&S, B&Q, Debenhams
• Automatic enrollment into our contribution-matching pension scheme
• Monthly engagement activities such as beach parties, recognition events, and more

Your required skills:

• A passion to make a difference
• Desire to support customers in need
• Educated to GCSE level or equivalent, including Maths and English
• Competency in IT systems
• Ability to prioritize workload
• Meet individual performance and quality targets
• Handle customer queries to completion, minimizing transfers and follow-ups
• Maintain high-quality work in accordance with departmental standards
• Observe confidentiality and data security protocols
• Adhere to all company policies and procedures, including HR, Health & Safety, Finance, IT, GDPR, and Business Continuity

Your key tasks:

• Adhere to flexible shift patterns
• Comply with data protection regulations when handling customer information
• Provide accurate information to customers
• Update systems with full and accurate data
• Handle switchboard calls for multiple clients
• Maintain knowledge of legislation and customer service processes
• Make customer satisfaction calls and promote surveys
• Perform basic admin tasks
• Promote online services and digital uptake
• Provide advice via face-to-face, phone, email, web chat, or social media
• Verify and scan customer evidence

Liberata is committed to creating opportunities for employees, clients, and shareholders. Our motivated employees are encouraged to learn and embrace new skills. Our focus on process and client service ensures we deliver award-winning service, with call center agents being a vital part of our team.

Security vetting and checks:

If successful, you will need to:

• Comply with the government’s Baseline Security Personnel Standard Verification, including a Disclosure Scotland check
• Undergo an annual credit check

If a CCJ, IVA, Bankruptcy, Decree in Scotland, or Administration Order appears on your credit file, or if you cannot meet these requirements, your offer may be revoked.