Telephone Adviser

This role is funded by the UK Government Shared Prosperity Scheme

Job Summary:
What are we looking for? We want to work with people who are passionate about giving an effective service to those most in need.

Role purpose
- Working within the aims and principles of Citizens Advice to:

- Provide quality assured telephone advice.
- To provide a high standard of customer care to all clients that access the service.

Advice giving
- Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem/s and ensure relevant advice is provided.
- Communicate with clients clearly both orally and in writing with an open and approachable style. Respect views and values that are different to your own.
- Work accurately, work as part of a team and act on constructive feedback
- Identify key information including time limits, key dates and any requirement for urgent advice.
- Research and explore options using Citizens Advice resources to find, interpret and communicate the relevant information to clients taking into consideration the complexity of the problem and the client’s ability to make informed decisions and take the next step themselves.
- Refer internally or externally to other specialist agencies as appropriate.
- Ensure all work meets the quality standards required by Citizens Advice.
- Ensure all work reflects and supports the Citizens Advice service’s equality and diversity strategy.
- Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Complete the required training to comply with quality assurance processes.
- Engage positively with the paid staff and volunteers providing support to ensure the high quality of our service is maintained.
- Support our Research and Campaigns work through case studies, data collection and client consent.
- The postholder will maintain strong IT skills and will have the ability to recognise their own limits and boundaries within the role.

Personal Specification

Essential

1. Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of interviews.

2. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

3. Ability to use telephone and IT skills to deliver the service.

4. Ability and willingness to work as part of a team.

5. A commitment and willingness to develop knowledge and skills in advice topics as well as monitor and maintain standards for advice provision and quality assurance.

6. Ability to commit to work with the aims, principles and policies of Citizens Advice service.

8. Excellent Customer Service skills.

Desirable but not essential

9. Knowledge of benefits system and the ability to carry out benefit calculations

10. Basic knowledge of multiple enquiry areas to aid identifying emergencies and making referrals where appropriate.

11. Previous experience of volunteering or working with Citizens Advice as an adviser.

You will join a strong, knowledgeable team, with a rewarding environment. It can sometimes be a challenging role, but you will be fully trained and supported, working as a part of an approachable and supportive team in a rewarding environment to provide the best possible service to people across Thanet.

This is an opportunity for you to join an established charity that has an excellent reputation locally as a trusted partner and as a great place to work. You’ll be a part of a small, but committed team with big ambitions that works cohesively and effectively together to get things done.

**Job Types**: Part-time, Fixed term contract
Contract length: 6 months

**Salary**: £13.19 per hour

Expected hours: 20 per week

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: Community Connect Telephone Adviser role