Consumer Advisor

We have a vacancy on our team for a Consumer Energy Adviser. Full training will be provided.

You will be working as an adviser on the Citizens Advice Consumer Helpline in the call centre located in our Pontypool office, dealing with a range of enquiries from members of the public on consumer rights and consumer law. We have a hybrid work model, with two days in office and the rest from home. You may wish to consider whether you have the appropriate work space at home. We will provide you with the IT equipment necessary to complete the training and work from home. This will be fully supported by managers, trainers and will be explained in more detail at interview stage.

We currently have full time positions available and the hours are 9am-5pm, Monday-Friday.

**Consumer Energy - Adviser**

**Context of role**

The role will work within the Consumer Energy advice team of Citizens Advice Torfaen reporting directly to the Consumer Energy Team Leader.

**Role purpose**

The role purpose is to ensure the smooth running of the Consumer Energy service, delivering the best customer journey through providing high quality advice to consumers.

**Role profile**

To conduct telephone and webchat interviews using sensitive listening and questioning skills in order to allow consumers to explain their problem

To explore client circumstances considering language barriers and accessibility needs

To record detailed and accurate notes on our recording system for the purpose of information retrieval, statistical monitoring and report preparation

To ensure all work meets the quality standards and requirements of the funder

To keep abreast of the latest developments relating to Consumer law

Ensure that work reflects and supports the Citizens Advice service equality and diversity strategy.

Ensure that all work conforms to Citizens Advice Torfaen’s systems and procedures

Keep up to date with legislation, policies and procedures and undertake appropriate training

Attend relevant internal and external meetings as agreed with the line manager

Prepare for and attend supervision sessions and team meetings as appropriate

Complete the required training to comply with quality assurance processes

Demonstrate commitment to the aims and principles of the Citizens Advice service

Abide by health and safety guidelines and share responsibility for own safety and that of colleagues

Carry out any other task that may be within the scope of the post to ensure the effective delivery and development of the service

Person specification
- A minimum of 5 GCSE’s at Grade C or above
- Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability to monitor and maintain own standards.
- Effective oral and written communication skills
- Ability to interview clients using sensitive listening and questioning skills whilst maintaining structure and control of the call.
- Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
- Ability and willingness to work as part of a team.
- A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
- Ability to speak Welsh (Desirable)
- Customer Service Experience (Desirable)

**Salary**: £22,308.00-£23,400.00 per year

**Benefits**:

- Work from home

Schedule:

- No weekends

Ability to commute/relocate:

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

Application question(s):
**Education**:

- GCSE or equivalent (required)

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Pontypool