Generalist Adviser

**Role purpose**

To provide high quality advice to clients predominantly by phone. Support and help train volunteer trainee adviser to give advice by phone.

**Role Description**
- Advice giving_
- Identify key information about the problem including time limits, key dates, any requirement for urgent advice or action (using Citizens Advice information, scripts and other diagnostic tools, as appropriate).
- Using information resources, tools and knowledge of local and national advice support services, identify and agree the appropriate next step, taking into consideration the client’s ability to self-help, the complexity of the problem, the potential consequences and local resources.
- Refer clients appropriately (both internally and externally) in accordance with clients’ needs following agreed protocols.
- Provide excellent customer care and support to anyone who calls, dealing professionally and empathetically with challenging, emotional or distressed customers.
- Use IT and client management systems effectively to send information, make referrals and record actions.
- Identify and escalate serious problems appropriately, including safeguarding.
- Ensure all work is fully compliant with our policies and procedures
- Help Volunteer Trainee Advisers to learn Adviceline by showing them how to login, and to shadow the Adviceline process.
- Other duties_
- Assist with research and campaigns work by identifying and providing information about clients’ circumstances via Evidence Forms.
- Keep up to date relevant legislation, case law, policies and procedures and undertaking appropriate training.
- Attend relevant internal and external meetings as agreed with the line manager.
- Use IT for statistical recording, record keeping and document production.
- Work with your line manager and supervisors to develop and improve services and standards.
- Carry out any other tasks that may be within the scope of the post to ensure effective delivery of advice.

**Person Specification**
- Experience of advice giving preferably in a Citizens Advice context - desirable
- Excellent communication skills - essential
- IT competency and experience - essential
- Experience of working with the public on the phone - desirable
- Experience of supporting and training others
- desirable.
- Experience of working with volunteers - desirable.
- Knowledge of client management systems or Casebook - desirable.
- Experience of using and navigating recognised support websites - desirable.
- Ability and willingness to work as a member of wider team - essential
- Understanding of, and commitment to, the aims and principles of the Citizens Advice service and our equality and diversity policies - essential

Full training will be provided.

**Job Types**: Full-time, Fixed term contract
Contract length: 24 months

**Salary**: £23,893.00-£25,316.00 per year

**Benefits**:

- Company pension
- Free parking
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Buntingford, SG9 9AB