Customer Service Advisor in Burnley

We are open MONDAY to FRIDAY with full-time shifts between 8:30 to 5:00 and we don’t work Bank Holidays.

Your new job description:

Become part of our Liberata Customer Services team, where exceptional Customer Service, along with delivering 1st call resolution for complex customers enquiries are at the heart of our ethos.

As a Contact Centre Advisor, you will support our customers with inbound calls and face to face assistance relating to Council Tax, you will be responsible for handling challenging interactions relating to Council Tax, Council Tax Support, Housing Benefit, Business Rates and Corporate Services. Liberata will offer a full, extensive training programme to help you develop all the skills and knowledge you will need.

The role is challenging, yet rewarding, as you will be dealing with a variety of customers with different financial situations each day and tailoring solutions to help them reach the best and fairest resolution for their circumstances.

You will need excellent communication skills, be able to deal with a diverse range of customers and be able to work in a fast-paced environment. Ideally you will have experience of working in a call centre environment although training will be given. It is a demanding role for someone who enjoys working as part of a very busy team and can work under pressure.

Your role will include adhering to Contact Centre performance targets and service KPIs, maintaining strict adherence to Average Handling Time (AHT) expectations while consistently delivering a quality customer experience and ensuring regulatory compliance.

The ability to balance efficiency with service quality, managing customer interactions effectively while maintaining accuracy, professionalism, and positive customer outcomes are key.

We offer performance related bonus after successful completion of probation.

Expected start Monday 16th November, with expectation of no annual leave for first six weeks.

Training will consist of 4 weeks – Based at our Burnley site in the City Centre.

What’s in it for you!

Your New Benefits…

• Monday to Friday working
• No Bank Holiday working
• Working shifts between 8:30-5:00 –with a 30min early finish scheduled EVERY WEEK!
• Burnley based/Hybrid
• Free eye tests
• Cycle to work scheme
• Close to local bus and train stations
• 26 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Ability to earn a quarterly bonus
• 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

Your required skills:

• Educated to GCSE level or equivalent Including Maths and English
• Competency in IT Systems
• Ability to handle complex customer enquiries
• Able to deliver clear, concise, and easy-to-understand guidance and instructions within high-pressure and fast-paced environments, adhering to call handling KPI’s
• Excellent communicator with a passion for helping others
• Proven track record of working in a target driven environment
• A person who shows compassion, empathy and patience, especially when supporting vulnerable residents or those who are distressed

Your key deliverables:

• Ensure individual performance targets are met
• Ensure individual quality targets are met
• Experienced in handling high volumes of customer interactions within defined operational parameters, consistently aiming to achieve First Point of Contact Resolution (FCR) while delivering customer-focused service
• 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

Role 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 queries for multiple clients
• Maintain a working knowledge of changing legislation and customer services processes
• Promote on-line services and digital take-up
• Provide advice to customers via telephone contact, face-to-face, email, web chat or any social media platform
• Multitasking, speak with residents while updating various systems accurately.

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:

All successful candidates must meet the government’s Baseline Personnel Security Standard (BPSS).

• External candidates: The BPSS includes a basic criminal record check (for unspent convictions). There will also be an Adverse Financial Check (AFC) which will be renewed annually. An Adverse Finance Check looks for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders.
• Internal candidates: An annual adverse finance check will be required.

If you do not meet these requirements, your offer may be withdrawn.

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.