Consumer Advisor

4 months ago


Birmingham, United Kingdom Gambling Commission Full time

**Consumer Advisor**:
Job Ref

CON9 CON10

**Location**:
Birmingham

Function

Communications

Salary

circa £23,970

Status

Full Time

Type

Permanent

Hours

37

**Job Description - Contact Centre Advisor.docx**

**More details**:
Consumer Advisor

Birmingham, West Midlands (with hybrid working)

We are looking for two Consumer Advisors to join our team in Birmingham where you will help the Commission stay in touch with and learn from consumers and the public. This will involve listening to people’s concerns about how the industry is being run, offering support to people in very challenging situations and determining which area of the business is best placed to react to information. We are offering one permanent position and one fixed term position for 12 months.

The Benefits
- Salary of up to £23,970 per annum
- Civil service pension, with an employer contribution rate of 27%
- Flexible working
- Hybrid working, specific guidelines are to be agreed with line manager
- 26 days holiday and option to buy up to five days extra annual leave

Joining us means joining an organisation that is certified as a Great Place to Work, respects work-life balance, inclusive, and is completely dedicated to helping you achieve your full potential. Whether that’s through flexible working, really understanding how you work best or exposing you to real opportunities to challenge yourself, if you’re passionate about making your mark on the industry and on society, then we will help you do that.

Your Role

Your role will also involve:

- Giving advice to consumers to help them make more informed choices. You will use fact-finding skills to identify potential licence breaches, considering relevant legislation, sharing this information to help inform regulatory action.
- Working effectively as a team to ensure that we have phone cover, provide day to day support and identify trends in contacts being received.
- Being resilient to emotive contacts. It is important that you have the necessary skills to support vulnerable consumers and be adaptable to change.

About You
- Ability to act as a first point of contact for incoming enquiries from consumers. Assessing and triaging each contact, taking into consideration the individual's circumstances, relevant legislation, regulations and policy to resolve the query or escalate if necessary.
- Ability to provide an excellent service and using skills and experience to support vulnerable consumers with empathy and resilience.
- Experience in identifying trends and showcasing these to other departments to understand the impact and help support any ongoing work.

About Us

Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.

The closing date for this role is 31 May. The role will be internally known as a Contact Centre Advisor.


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