Job Description

New year, New Career a rewarding one?
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 dont 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 21 July 2025, with expectation of no annual leave for first eight weeks during training period.
Whats 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!
Your New Benefitsxe2x80xa6

• 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
• 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, Currys, 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
• 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 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 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 governments 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.
Liberata is one of the UKs leading providers of business process outsourcing and support services for the public and commercial sectors.
Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.
Many of our services and solutions are available for procurement under various Government frameworks.