Customer Service Assessor
| Posting date: | 10 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | 22,000.00 |
| Hours: | Full time |
| Closing date: | 10 May 2024 |
| Location: | Barnstaple, EX32 8LW |
| Company: | Citizens Advice Torridge North Mid and West Devon |
| Job type: | Permanent |
| Job reference: | 39 |
Summary
Job Advert
At Citizens Advice Torridge, North, Mid and West Devon we offer a range of advice roles.
As an Assessor, you will work as part of our excellent team to deliver high quality information services to the residents of
Torridge, North, Mid and West Devon.
This is a pivotal role that acts as a first responder to our clients, supporting our front line services on the telephone, email
and in person. You will provide a listening ear and carry out detailed exploration around the problems and circumstances the
people using our service present with. With this information you’ll be able to assess the level of need required and provide
detailed information, signposting and referrals to move them forward.
Our Assessors are key to the smooth running our whole service with 80% of those who use our service helped at first point of
contact.
We train our Assessors to a very high level, supported by a comprehensive 4-week training programme (for full time staff) with
access to on-site and remote supervision from our experienced team of Team Leaders.
This is an entry level role and forms part of the Adviser pathway with clear progression opportunities (subject to available
vacancies)
This position will be based at Barnstaple, with the potential for some travel to Bideford required
What will you do as an Assessor?
-Have a commitment to the aims, principles and policies of the Charity.
-Act as first point of contact for clients using various channels such as telephone, email and in person.
-Use sensitive listening and questioning skills to establish what the client wants, whilst also identifying any emergencies and
underlying issues.
-Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action.
-Provide information from Citizens Advice Public Site (and other approved sources) to empower clients or move them forward at the
earliest opportunity.
-Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step
themselves and the complexity of the problem.
-Refer or signpost clients appropriately to suit clients’ needs.
-Record accurate case notes and other statistical information that the organisation requires, using our client management system.
-Keep up to date with policies and procedures relevant to the role and undertake appropriate training.
-Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the role.
Who we're looking for
We are looking for a motivated individual, who is passionate about helping others, can think on their feet and is prepared to
learn, and work as part of a team.
As an organisation we value diversity, promote equality and challenge discrimination. We encourage and welcome applications from
suitably skilled candidates from all backgrounds.
You’ll need to be able to demonstrate commitment to the aims and policies of the Citizens Advice service and comply with all
Citizens Advice information assurance guidelines.
The essential skills we’re looking for:
-Recent customer service experience or having worked with people in a supportive role
-Extremely competent in use of IT, word processing and telephony platforms, with ability to manage multiple platforms at once.
-Have the ability to think analytically, and quickly address or identify priorities/emergencies beyond presented issues.
-Able to learn from and are able to receive feedback objectively and sensitively.
-Good communication and listening skills.
-Calm and professional disposition.
-Self-motivated, enthusiastic, and able to work in a fast-paced environment. Desirable skills: Experience of working in the
third/charitable sector Knowledge of the welfare benefits and housing/homelessness systems
At Citizens Advice Torridge, North, Mid and West Devon we offer a range of advice roles.
As an Assessor, you will work as part of our excellent team to deliver high quality information services to the residents of
Torridge, North, Mid and West Devon.
This is a pivotal role that acts as a first responder to our clients, supporting our front line services on the telephone, email
and in person. You will provide a listening ear and carry out detailed exploration around the problems and circumstances the
people using our service present with. With this information you’ll be able to assess the level of need required and provide
detailed information, signposting and referrals to move them forward.
Our Assessors are key to the smooth running our whole service with 80% of those who use our service helped at first point of
contact.
We train our Assessors to a very high level, supported by a comprehensive 4-week training programme (for full time staff) with
access to on-site and remote supervision from our experienced team of Team Leaders.
This is an entry level role and forms part of the Adviser pathway with clear progression opportunities (subject to available
vacancies)
This position will be based at Barnstaple, with the potential for some travel to Bideford required
What will you do as an Assessor?
-Have a commitment to the aims, principles and policies of the Charity.
-Act as first point of contact for clients using various channels such as telephone, email and in person.
-Use sensitive listening and questioning skills to establish what the client wants, whilst also identifying any emergencies and
underlying issues.
-Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action.
-Provide information from Citizens Advice Public Site (and other approved sources) to empower clients or move them forward at the
earliest opportunity.
-Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step
themselves and the complexity of the problem.
-Refer or signpost clients appropriately to suit clients’ needs.
-Record accurate case notes and other statistical information that the organisation requires, using our client management system.
-Keep up to date with policies and procedures relevant to the role and undertake appropriate training.
-Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the role.
Who we're looking for
We are looking for a motivated individual, who is passionate about helping others, can think on their feet and is prepared to
learn, and work as part of a team.
As an organisation we value diversity, promote equality and challenge discrimination. We encourage and welcome applications from
suitably skilled candidates from all backgrounds.
You’ll need to be able to demonstrate commitment to the aims and policies of the Citizens Advice service and comply with all
Citizens Advice information assurance guidelines.
The essential skills we’re looking for:
-Recent customer service experience or having worked with people in a supportive role
-Extremely competent in use of IT, word processing and telephony platforms, with ability to manage multiple platforms at once.
-Have the ability to think analytically, and quickly address or identify priorities/emergencies beyond presented issues.
-Able to learn from and are able to receive feedback objectively and sensitively.
-Good communication and listening skills.
-Calm and professional disposition.
-Self-motivated, enthusiastic, and able to work in a fast-paced environment. Desirable skills: Experience of working in the
third/charitable sector Knowledge of the welfare benefits and housing/homelessness systems