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Trainee Gateway Assessor

4 months ago

Plymouth, United Kingdom Citizens Advice Plymouth Full time

**Salary Scale**: £20,971.60 - £22,104.07 - £23,226.91 per annum
**Hours**:37 hours per week.
**Contract**: Permanent
**Holiday**:25 days annual leave + 2.5 days at Christmas + bank holidays + long term service leave accrual

**About the role**:
Citizens Advice Plymouth and Improving Lives Plymouth are working together in a joint contract with Plymouth City Council to provide a joined-up quality information and advice service across Plymouth, known as Advice Plymouth. The service provides Telephone, Drop in and Casework support. As part of the delivery of Advice Plymouth, a team of Assessors provide a range of support needed by people with a local focus.

The Gateway Team are the first point of contact for members of the public contacting Citizens Advice Plymouth. The public can contact us for advice by telephone, digital or face to face options. An Assessor is there to establish what the client need is and plays a vital role in the client experience.

The role is 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis.

We anticipate this role to start week commencing 16th January 2024, with interviews to be confirmed once we have completed shortlisting.

**About you**:
You will have the ability to manage and support others during times of crisis, be resilient and able to manage difficult and emotional conversations well. Good communication skills, both written and verbal, are essential, as is the ability to effectively communicate with our clients with a non-judgmental approach.

You will be able to competently use a range of Office 365 programs and keep case recording systems up to date accurately while still communicating with your client accessing the service. You will also have excellent organisational skills to be able to prioritise your workload well to achieve performance-related objectives.

A willingness to attend training and be able work as part of a team, ensuring boundaries and confidentiality are always maintained. You should enjoy working as part of a busy, motivated and supportive team and be able to adapt well to changing priorities. You will be flexible to support the service where needed at short notice to cover absence.

Knowledge of the enquiry areas we advise on or awareness of local and national organisations that can help people with issues relating to those enquiry areas would be a bonus.

**Work Base**:
This role will be office based at Cobourg House, 32 Mayflower Street, Plymouth.

Trainee Gateway Assessor | Citizens Advice Plymouth

**Job Types**: Full-time, Permanent

**Salary**: £20,971.60-£23,226.91 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Plymouth: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: 2324 022
Expected start date: 16/01/2024