Liberata – First Steps Officer

The role requires ongoing and close support to residents via a combination of telephone appointments, in person appointments or hosting drop-in programmes, often working in close collaboration with external support agencies such has Citizen Advice Bureau.

You will be part of a wider Outreach team who will provide all the necessary support. In addition full training will be provided in key areas of administration and guidance, providing all the necessary tools to undertake the role effectively.

At the heart of the role is a fundamental pledge to help those in need, providing proactive support to residents through challenging times, ultimately helping them get back on their feet.

Key tasks and responsibilities:

• Conduct outreach & telephone appointments with members of the public to provide assistance managing their council tax liabilities, with supporting administration.
• Support drop in incentives to encourage wider identification of support services available.
• Identify and trial techniques to encourage customer engagement.
• Ensure residents are aware of all support they are entitled too.
• Signposting and close coordination with to internal and external support agencies.
• Ensure accurate, timely and comprehensive MI delivery.
• Completing applications\changes in relation to Housing & Council Tax benefit claims.
• Work with Citizens Advice and other Support Agencies to ensure vulnerable customers are receiving the support they need.
• Play an active role in weekly and monthly employee review (121) meetings.
• Hand deliver notification of recovery intention\outcomes to members of the public\businesses.
• Ensure adherence to Health & Safety policy is maintained at all times.
• Adherence to all company policies and procedures applicable to this role (available on Khub). This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity
• The post holder is required to take reasonable care of the health and safety of themselves and other persons who may be affected by their work; to comply with the Health and Safety Policy and to co-operate with Liberata on health and safety matters at all times.

Essential Skills and Attributes:

• Educated to GCSE level or equivalent with a minimum 5 grades A-C or levels 9 – 4, including English and Maths.
• Experience\understanding in meeting targets and developing own performance.
• Good use of various IT systems and applications including word, excel, access etc.
• Excellent verbal and written communication skills.
• Good analytical skills and working with a high level of attention to detail.
• Good organisation and planning skills.
• Previous experience providing good customer service and ability to problem solve.
• Experience of working as part of team to achieve departmental objectives.
• Experience of being able to adapt to changing situations.

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 Accessible - Curious – Expert (ACE)

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.

Staff Benefits:

• Flexible and Hybrid working
• Free eye tests,
• 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• A smart but casual dress code.
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts with retailers such as Argos, Currys, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.

To comply with the government’s Baseline Security Personnel Standard Verification process, this role is subject to completion of a Disclosure and Barring Service check.