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Liberata Ltd.; Ormskirk; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Performance related bonus after probat

Job summary

Liberata Ltd. invites you to join our Customer Services team as a Contact Centre Advisor, delivering first call resolution for complex customer enquiries regarding Council Tax, Council Tax Support, Housing Benefit, Business Rates and Corporate Services.

You will handle inbound calls and face-to-face assistance, thriving in a busy, target-driven environment while upholding regulatory compliance and delivering quality service to diverse customers.

Qualifications

• Excellent communication skills and a customer-focused approach.
• Ability to work in a fast-paced environment and handle challenging interactions.
• Experience in a call centre setting is advantageous but not essential as training is provided.

Responsibilities

• Handle inbound calls and face-to-face assistance on Council Tax and related services.
• Deliver accurate information and aim for first contact resolution for complex enquiries.
• Balance efficiency with quality service while meeting performance targets and KPIs.
• Maintain compliance with regulatory requirements and data handling standards.

Job description

Become part of our Liberata Customer Services team, where exceptional Customer Service, along with delivering 1st call resolution for complex customers enquiries are at the heart of our ethos.

As a Contact Centre Advisor, you will support our customers with inbound calls and face to face assistance relating to Council Tax, you will be responsible for handling challenging interactions relating to Council Tax, Council Tax Support, Housing Benefit, Business Rates and Corporate Services. Liberata will offer a full, extensive training programme to help you develop all the skills and knowledge you will need.

The role is challenging, yet rewarding, as you will be dealing with a variety of customers with different financial situations each day and tailoring solutions to help them reach the best and fairest resolution for their circumstances.

You will need excellent communication skills, be able to deal with a diverse range of customers and be able to work in a fast-paced environment. Ideally you will have experience of working in a call centre environment although training will be given. It is a demanding role for someone who enjoys working as part of a very busy team and can work under pressure.

Your role will include adhering to Contact Centre performance targets and service KPIs, maintaining strict adherence to Average Handling Time (AHT) expectations while consistently delivering a quality customer experience and ensuring regulatory compliance.

The ability to balance efficiency with service quality, managing customer interactions effectively while maintaining accuracy, professionalism, and positive customer outcomes are key.

We offer performance related bonus after successful completion of probation.