Customer Service Advisor - Burnley, United Kingdom - Liberata

Liberata

Verified Company

Burnley, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Customer Service Advisor

Vacancy reference number:
LIB 984937

Salary:
£22,050- £22,628 pro-rata following a successful Probation period

Location:
Burnley

Contract type:
Permanent / Full Time

The Vacancy:

New year, new role

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
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 date Monday 22 April, with expectation of no annual leave for 1st six weeks.

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 mínimalizing the need to pass the query to another party, and also mínimalizing 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 takeup
Verify and scan customer evidence

The Company:

Liberata is a leading business service provider to public and private sector organisations throughout the UK.

We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services.

Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values
Accessible - Curious - Expert (ACE)

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.

Our Staff Benefits:

- free eye tests,

25 days annual leave (Fulltime) + up to 8 days Bank Holidays
Organised company events
A casual dress code
Wellness programme
Staff Referral Programme.
Access to staff discounts with retailers such as Argos, Currys, M&S, B&Q, Debenhams.
Liberata will also automatically enrol you into our contribution matching pension scheme.

The closing date