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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 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. 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 and 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 support them depending on their situation. This means you will need to possess an empathetic and can-do attitude and be 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 22 September 2025, with the expectation of no annual leave for the first eight weeks during the training period.
What’s in it for you!
Not only do you get to join an award-winning business, but you are joining at an exciting time as we are reviewing and developing our services!
* Monday to Friday working
* No Bank Holiday working
* Working only between 9:00-5:00 – with a 30-minute early finish scheduled EVERY WEEK!
* Hub/hybrid – meaning only required to attend the hub for training and quarterly check-ins with line managers.
* Free eye tests
* Close to local bus and train stations
* 26 days annual leave (Full-time) + up to 8 days Bank Holidays
* Organised company events
* Wellness programme
* Staff Referral Programme
* Access to staff discounts and cashback 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! Such as Liberata Beach Parties, Recognition events, and more.
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
* Ability to prioritise workloads
* Ensure individual performance targets are met
* Ensure individual quality targets are met
* Where process instructs, ensure customer queries are dealt with to completion while minimalizing the need to pass the query to another party, and also minimalizing 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 online services and digital take-up
* Provide non-customer account advice to customers via 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 realize their potential, challenging them to learn and embrace new skills. Our passion for process and an intense client focus ensures that we deliver an award-winning service, with our call center 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, including 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.
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