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 8:30-5:30 and don’t work Bank Holidays. 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, over the phone and face to face, providing guidance relating to Council Tax, Benefits and Non-Domestic Rates. Liberata will offer a full and 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 this. You will regularly support vulnerable customers, reviewing and offering ways to support them, dependent 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. Your required skills: Customer service 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 deliverables: Ensure individual performance and quality targets are met Ensure customer queries are dealt on first contact where possible 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: Provide advice to customers via a face-to-face counter service Handle switchboard from customers 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 What’s in it for you! Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services! Our Staff Benefits Include Monday to Friday working No Bank Holiday working Working hours between 8:30 – 5:30 Free eye tests Close to local bus and train stations 25 days annual leave (full time) up to 8 days Bank Holiday Wellness programme Staff referral scheme Staff discounts and cash back with retailers such as Argos, Currys, Marks & Spencer and B&Q Enrolment into Liberata’s contribution matching pension scheme Security vetting and checks: All successful candidates must meet the government’s Baseline Personnel Security Standard (BPSS). External candidates: This includes a basic criminal record check (for unspent convictions) and an annual adverse finance check (for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders). Internal candidates: An annual adverse finance check will be required. If you do not meet these requirements, your offer may be withdrawn.