Liberata is seeking a dedicated Customer Service Advisor to join their team in Cardiff. This hybrid position offers the flexibility of remote work, with occasional visits to the office for training and quarterly check-ins with the Team Manager. As a Customer Service Advisor, the role involves providing exceptional support to clients, resolving inquiries efficiently, and ensuring a high level of customer satisfaction.
If you’re looking for an exciting opportunity to join a trusted leader in the outsourcing industry, apply today to become part of Liberata’s dynamic team in Cardiff!
About Liberata
Liberata is one of the UK’s leading providers of business process outsourcing and support services for both the public and commercial sectors.
The company combines digitisation, automation, and people to create the ideal mix for success. With expertise in optimizing performance through digital and cloud technology, Liberata focuses on everyday operations and continuous process improvement. The company challenges itself to maintain a real-world perspective, striving to get the best from talented people enhanced by digital solutions – not the other way around. This approach has made Liberata one of the most trusted and reliable providers of top-performing professional services for over 45 years.
Position: Customer Service Advisor
Salary: £22,050 to £22,628 a year
Job Type: Full Time
About the Role
Salary Range: £22,050- £22,628 pro-rata following a successful
Location: Cardiff – Hybrid – attend office for training and quarterly check in with Team Manager
Contract type: Full Time 37 hours – Permanent.
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.
Come and join us at our NEW customer services contact centre in Cardiff!
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 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 17 March 2025, with expectation of no annual leave for first six weeks.
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!
* Monday to Friday working
* No Bank Holiday working
* Working only between 9:00-5:00 –with a 30min early finish scheduled EVERY WEEK!
* Free eye tests
* Free parking on site
* 25 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, 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
Requirements
* 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
* Desirable but not essential – Bilingual, English with the ability to speak and write fluent Welsh
Responsibilities
* Ensure individual performance targets are met
* Ensure individual quality targets are met
* Where process instructs, ensure customer queries are dealt with to completion while minimizing the need to pass the query to another party, and also minimizing 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.
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 a face-to-face counter service, telephone contact, email, web chat or any social media platform
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