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 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. Debt Assist customer service advisor is a BRAND-NEW role You will support various customers in getting back into financial health, this includes setting up realistic payment plans and referring when required to third parties for additional customer support. You will support our customers with calls relating to outstanding Debt or up and coming payments with a pro-active approach 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 17 March 2025, with expectation of no annual leave for first six weeks. Please note – dependant on locality of applicants we may deliver training at a hub location. 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 Your New Benefits… Monday to Friday working No Bank Holiday working Working only between 9:00-5:00 –with an 30min early finish scheduled EVERY WEEK Role is a Home/Hybrid role – depending on demographic you may be required to attend training at a hub local to you. Also, attend quality training and check in at a hub local to you. Depending on candidate locality. Free eye tests 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. Your required skills: English GCSE Maths GCSE Computer and IT Literate Customer Service – contact verbal experience – inbound/outbound Knowledge and experience Data Protection – regulatory requirements Knowledge and experience financial services/payments/Debt A passion to make a difference, want to really support Customers in need 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 minimising the need to pass the query to another party, and also minimalising 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, customer outcomes and system updates. 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. Strive for continual 1st contact resolution Support Customers in getting back into financial health –supporting to set realistic payment plans and referring where required to third part support Your key tasks: Remain compliant during each customer interaction and documentation, ensuring data protection and regulations are maintained. Ensure appropriate options and information is delivered relevant to customer requirement Ensure systems are updated with full and accurate data. Remain complaint by completing all required scripts, before share or inputting data – ensuring approval is achieved from customer. Maintain a working knowledge of changing legislation and customer services processes Promote on-line services and digital take-up Support customers to get back to financial health, utilising skills and customer segmentation to get the right realistic outcome for them. Direct customers to relevant third parties where appropriate Utilise skills and expertise to understand customer requirements and build trust to enable best possible outcome Dealing with inbound and outbound calls Set up and take customer payments in line with process and compliance Clearly articulate to customers outcome of their decisions and next steps – including impact to credit and potential charges in line with process and scripts Inform customers of options available, impacts depending on their selected path and outputs in fail to maintain/adhere to schedule. Including what support is available if customer situation changes during the life cycle. 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 government’s Baseline Personnel Security Standard Verification process, this includes a basic criminal record check which will identify any “unspent” convictions and a financial probity check which will check if a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file, if you are unable to meet these requirements your offer may be revoked.