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- Tasks: Support customers with council-related queries and ensure exceptional service delivery.
- Company: Join Liberata, an award-winning business focused on making a difference in customer services.
- Benefits: Enjoy a Monday to Friday schedule, 26 days leave, wellness programmes, and staff discounts.
- Why this job: Make a real impact while developing your skills in a supportive and engaging environment.
- Qualifications: GCSE level education, IT competency, and a passion for helping others are essential.
- Other info: Flexible working hours with early finishes and exciting company events await you!
The predicted salary is between 30000 - 42000 £ per year.
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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.
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. 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 and 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 support them depending 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 22 September 2025, with the expectation of no annual leave for the first eight weeks during the training period.
What’s in it for you!
Not only do you get to join an award-winning business, but 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 30-minute early finish scheduled EVERY WEEK!
- Hub/hybrid – meaning only required to attend the hub for training and quarterly check-ins with line managers.
- Free eye tests
- Close to local bus and train stations
- 26 days annual leave (Full-time) + up to 8 days Bank Holidays
- Organised company events
- Wellness programme
- Staff Referral Programme
- Access to staff discounts and cashback 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:
- 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
- Ensure individual performance targets are met
- Ensure individual quality targets are met
- Where process instructs, ensure customer queries are dealt with to completion while minimalizing the need to pass the query to another party, and also minimalizing 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 take-up
- Provide non-customer account advice to customers via face-to-face counter service, telephone contact, email, web chat, or any social media platform
- Verify and scan customer evidence
Liberata is committed to creating opportunities for its employees, its clients, and its shareholders. Our employees are motivated, and we realize their potential, challenging them to learn and embrace new skills. Our passion for process and an intense client focus ensures that we deliver an award-winning service, with our call center 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 Security Personnel Standard Verification process, including a Disclosure Scotland check
undergo an annual credit check
If a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file, or if you are unable to meet all these requirements, your offer may be revoked.
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Customer Services Advisor employer: Liberata
Contact Detail:
Liberata Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Advisor
✨Tip Number 1
Familiarise yourself with the services provided by Liberata, especially around council tax and housing benefits. This knowledge will help you engage confidently during any informal conversations or networking opportunities.
✨Tip Number 2
Demonstrate your empathy and customer service skills in real-life scenarios. Consider volunteering or taking part in community service where you can practice these skills, as they are crucial for this role.
✨Tip Number 3
Connect with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and what it takes to succeed as a Customer Services Advisor at Liberata.
✨Tip Number 4
Prepare for potential interview questions by thinking about how you would handle difficult customer situations. Being able to articulate your thought process will show your problem-solving abilities and readiness for the role.
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you supported vulnerable customers. Use specific examples to demonstrate your empathetic and can-do attitude.
Craft a Compelling Cover Letter: In your cover letter, express your passion for making a difference and supporting customers in need. Mention your understanding of the role's requirements and how your skills align with them.
Showcase Relevant Skills: Emphasise your IT competency and ability to prioritise workloads. Provide examples of how you've met performance and quality targets in previous roles, as this will resonate with the company's expectations.
Prepare for Compliance Questions: Since the role involves regulatory compliance, be ready to discuss your understanding of data protection regulations and how you ensure confidentiality when handling customer information.
How to prepare for a job interview at Liberata
✨Show Your Empathy
As a Customer Services Advisor, you'll be dealing with vulnerable customers. Make sure to demonstrate your empathetic nature during the interview. Share examples of how you've helped others in difficult situations, showing that you can connect with customers on a personal level.
✨Know the Company and Its Services
Familiarise yourself with Liberata's services, especially those related to council tax and housing benefits. This knowledge will not only impress your interviewers but also help you answer questions more effectively, showcasing your genuine interest in the role.
✨Demonstrate Problem-Solving Skills
The role requires delivering first call resolution. Prepare to discuss past experiences where you've successfully resolved customer issues. Highlight your ability to think on your feet and remain calm under pressure, as this is crucial for the job.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions about the training programme and career progression. This shows that you're serious about your future with the company and eager to learn and grow within the role.
