Adviser

4 weeks ago


Rotherham, United Kingdom Citizens Advice Full time

**Citizens Advice Rotherham & District**

**Job Title: Adviser**

**Reporting to: Director of Training, Quality and welfare**

**Hours: 37.5 hours per week (Mon-Fri 9-5) Full and part time vacancies available**

**Term: Permanent position**

**Location: Hybrid**

**Salary: £ 24054 FTE**

**Annual Leave 30 days (plus bank holidays)**
- Please note all staff are currently working from home, Going forward this role will be required to work flexibly both from home, office and outreaches across Rotherham & District._

**Adviser Job Description**

Citizens Advice Rotherham & District (CARD) is looking for a trainee adviser to join our busy and friendly Adviceline team to provide an effective service for clients contacting our local and national Adviceline. This is an exciting opportunity to help us meet increasing demand for our advice services in these challenging times.

**Role purpose**

**Advice**
- Make an assessment of the client's need, identifying options and solutions to empower the client to find a way forward.
- Support clients by guiding them to information, making an internal referral or signposting to external and internal help as needed.
- Provide full advice to move clients forward if needed, according to the principles of the Advice Framework.
- Have a passion for delivering excellence in customer service through an inbound telephone service, including being able to communicate clearly with a wide range of people.
- Maintain and build own advice competence, through completing adviser training and achieve full advice certificate within 6 months of joining.
- Work collaboratively with other colleagues involved in the advice work process.
- Maintain confidentiality about clients and their contact with the National Helpline.
- Consult the Advice Session Supervisor appropriately.
- Work within agreed CARD systems and procedures.
- Maintain an accurate record of advice provided on Casebook.
- Liaise with other teams regarding support for individual clients.

**Research and campaigns**
- Support the R&C team on any campaigns the team is working on.
- Help the Research and Campaigns coordinator by identifying growing advice trends.

**Professional development**
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend supervision sessions / team meetings / staff meetings as appropriate.
- Undergo relevant training as identified with your line manager.

**Other duties and responsibilities**
- Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
- Any other relevant advice and support duties required to ensure the smooth running of the service.
- Demonstrate commitment to the aims and policies of the Citizens Advice service.
- Help set a positive and supportive environment by displaying our behaviours of being responsible, inventive and generous.

**Telephone Adviser Person Specification**

At least 12 months recent experience of delivering high quality digital support or advice in a busy call centre / digital environment whilst maintaining quality standards.

Experience of working to performance targets.

Excellent written and verbal communication skills.

Excellent customer service skills with a non-judgemental approach.

Ability to understand and assimilate complex information.

Ability to write detailed and quality case notes.

Ability to research difficult advice issues within reputable sources and convey complex information to the client, ensuring that they have understood.

Ability to type and talk.

Ability to work under pressure and deliver quality on time.

Ability to work on your own unsupervised and as part of a team.

Understanding of and commitment to the aims and principles of the Citizens Advice service and our values.

**What’s in it for you?**
- Although all of our teams are predominantly home based we offer an inclusive and engaging working environment, with daily Zoom team briefings with all staff and volunteers across the service.
- We hold a monthly staff and volunteer meeting.
- We believe that the invaluable work we do comes from looking after our staff and volunteers so that they in turn have the energy and passion to do the best possible job for our clients.
- We offer a supportive environment where our people feel valued and enjoy plenty of opportunities for professional development within our service.
- You will join a service committed to its values of being Generous, Responsible and Innovative, with a commitment to making a difference to the lives of our community.

**How to apply**

Closing date: 9am Monday 19th of June

Interviews will be held: Thursday the 22nd of June

Please note CV’s are not accepted

Interviews will take place via Zoom.

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

**Salary**: £24,054.00 per year

**Benefits**:

- Company pension
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- customer service: 1 year (preferred)

Willingness to trave


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