First Point of Contact Officer

2 weeks ago


Telford, United Kingdom Citizens Advice Full time

**Position**: First Point of Contact Officer (Telephone & Digital)

**Location**: Telford, Shropshire

**Closing date**: 19 May 2023

**Role details**:
Job title: First Point of Contact Officer (Telephone & Digital)

Location: Telford, Shropshire

**Salary**: £20,500 - £23,500

Salary pro rata: No

Hours per week: 37

Type of contract: Permanent

Closing time: 11:00

We are looking for a full-time First Point of Contact officer to provide the initial triage for our front of house service, including: Adviceline, Webchat, Website enquiries, Food Bank line & Reception. We will provide a full training package.

In this busy role, you’ll work as part of a small team with your First Point of Contact colleagues to provide excellent customer service to our new and existing clients.

You’ll have the ability to triage clients using sensitive listening and questioning skills to get accurate client data and a brief overview of the enquiry to assess whether the client requires basic information or a generalist/specialist appointment with a specific project. You will also be able to assess client’s capacity/capabilities to ensure you are providing the best possible service to our clients.

Flexibility and multitasking play a huge part in succeeding in this role, so being an excellent team player, as well as being able to use your own initiative to make decisions to best support client & business needs are essential.

All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.



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