2 - Part Time Generalist Telephone Advisers

6 months ago

Leamington Spa, United Kingdom Citizens Advice Bureau Full time

**If you have experience in working with customers or other service users on the telephone, we would like to hear from you. Citizens Advice South Warwickshire is keen to recruit skilled people with the experience to offer an empathetic and problem-solving service to everyone who contacts our telephone line for advice. Full training will be given in advice if this is not your background. A willingness to learn is essential, as is a target focussed approach.**

**How to Apply**

**Instructions**

The interviews will draw out the skills and competencies required for each role. As part of our recruitment process for this role.

Please complete the Application Form. Please note that when shortlisting we base our scoring and decision making on the answers you provide in the personal statement. Please take the time to ensure that you address each aspect of the Person Specification, providing examples from your working life, previous roles or volunteering experience. We do not accept CVs.

**To apply**,

Please refer to the guidance notes for applicantsbefore completing the form.

**Please note that when shortlisting we base our scoring and decision making on the answers you provide in the personal statement section on the form.** Please take the time to ensure that you address each aspect of the Person Specification, providing examples from your working life, previous roles or volunteering experience.

Please refer to the guidance notes for applicants before completing the form.

**Selection Process**

**Data Protection**

We will include data that you provide on the diversity monitoring form in a general database for statistical monitoring purposes only enabling us to monitor our effectiveness of our policy on Equal Opportunities and Employment.

Individuals will not be identified by name.

We shall consider that by submitting the enclosed forms you are giving your consent to the processing of your data in the ways described above.

**Religious Divergence**

We respect the diversity of our employees and that they come from a variety of religious backgrounds. Our policy is to respect all religious faiths and we will, where reasonably practical, be supportive when staff want to follow their regular practices connected with their religion.

**Policy on employing foreign nationals**

**Job Description & Person Specification**

**2 x FTE Generalist Telephone Advisers**

**Salary**:£22,800 to £24,551 (pro-rata) based on training and experience

**Hours**:negotiable

**Responsible to**: Advice Services Manager (Telephony)

**Employed by**:CASW

**Main Office**: Leamington Spa

BRANCAB, CASW and NWCA have been successful in securing funding to establish a single countywide telephony service across Warwickshire. This will help us meet demand and help address the costs of living crisis. It will also address the high volume of calls that currently go unanswered and enable a greater degree of prioritisation of face to face front door services.

The enhanced service is being delivered by BRANCAB and CASW for the whole of Warwickshire and will consist of 2 Managers, 6 Paid Staff and approximately 20 volunteers.

We are looking for 2 part time telephone advisers who will join a newly formed team that will increase our capacity to help clients from the current 3500 to over 10,000 per year.

**Role purpose**

There will also be a requirement to provide cover for the out of hours service (Mondays 5-7) as required.

**Advice giving**

⮚ Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.

⮚ Use the Citizens Advice AdviserNet website to find, interpret and communicate the relevant information and advice.

⮚ Research and explore options and implications so that clients can make informed decisions.

⮚ Where required identify further advice and support and making appropriate referrals internally and externally.

⮚ Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard and other funding requirements, as appropriate.

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

⮚ Maintain detailed case records for the purpose of continuity, information retrieval, statistical monitoring and report preparation.

**Research and Campaigns**

⮚ Assist with research and campaigns work by providing information as appropriate.

⮚ Alert clients to research and campaign options.

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

**Administration**

⮚ Attend relevant internal and external meetings as agreed with line manager.

⮚ Prepare for and attend supervisor sessions/team meetings/staff meetings as appropriate.

⮚ Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.

⮚ Ens

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