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 first contact resolution for the customers of Welwyn Hatfield Council. You will support customers face to face, providing guidance relating to Council Tax, Benefits and Non-Domestic Rates. You will regularly support vulnerable customers, reviewing and offering ways to support them, dependant on their situation. This means you will need to possess an empathetic can-do attitude and the ability to remain calm under pressure. Whilst supporting our customers you will ensure you are regulatorily compliant whilst delivering an exceptional service, balancing empathy with knowledge, signposting the Council’s online services where appropriate. Key tasks and responsibilities: Your key tasks: Provide advice to customers via a face-to-face counter service Promote online services and digital take-up Ensure accurate information is provided to customers at all times Ensure systems are updated with full and accurate data Maintain a working knowledge of changing legislation and customer service processes Perform basic administrative tasks Verify and scan customer evidence Conversant in data protection regulations and adherence at all times when handling customer evidence Essential Skills and Attributes: Customer service experience Revenues & Benefits experience Competency in IT systems A passion to make a difference Excellent communication skills Ability to prioritise workloads Educated to GCSE level or above with English and Maths, grade C or above (or equivalent) Your key deliverables: Ensure individual performance and quality targets are met Ensure customer queries are dealt on first contact where possible 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. 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. 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. The Benefits Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK. For the full list of benefits, please click here, but below is a taste of what we offer: Life assurance Equivalent to 4 times annual salary pension scheme Contribute up to 6% and the company will match the contribution Professional development Support towards gaining professional qualifications Reward scheme A wide range of benefits, rewards and discounts Documents