Customer Adviser

Job Advert

**Job Description**:
As a customer adviser, you will be part of a dedicated team helping in the delivery of advice to the residents of Torridge, North, Mid & West Devon. You will work within our specialist funded services providing advice in specific areas or to specific cohorts of people.

Purpose of the Post

To ensure that Citizens Advice Torridge, North, Mid & West Devon delivers on our specialist funded projects contract requirements, and deliver high-quality, accessible, and consistent services that meet or exceed our stakeholders and community needs. This role may work across one or more different funded projects, each with specific objectives and skills required.

This role will support people with complex needs or for whom language/communication is a barrier. As such you will need to be a strong communicator with excellent interpersonal skills. You will be committed to developing your knowledge and happy to work flexibly, in an office or from our outreach locations. You will have excellent listening skills and understanding how to adapt to the needs of others. You will have the ability to produce clear, concise, and accurate records using electronic case recording systems, and a strong ability to interpret research for advice purposes.

Main Duties and Responsibilities.
- Interview clients using sensitive listening and questioning skills.
- Travel to our offices, outreaches, or other locations to provide face-to-face advice.
- Uses the Citizens Advice and other approved resources to find, interpret and communicate tailored advice.
- Research and explore options and implications so that clients can make informed decisions.
- Act for clients where necessary by calculating, negotiating, drafting or writing letters and telephoning.
- Refer internally or to other specialist agencies as appropriate.
- Ensure that all work complies to the Advice Quality Standard and regulatory bodies requirements, including legislation, policies and procedures and undertake appropriate training.
- Maintain detailed case records for the purpose of continuity of casework, funder requirements, information retrieval, statistical monitoring, and report preparation.
- Engage with stakeholders in the local community to provide group information sessions and networking.

Other Duties
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
- Demonstrate commitment to the aims and policies of the Citizens Advice service.
- Abide by Health and Safety guidelines and share responsibility for own safety and that of colleagues.
- Comply with all Citizens Advice information assurance guidelines.
- Respect and value everyone in line with the organisations Equity, Diversity, and Inclusion values.

If you need any further information please contact Cindy Court 01237 879175