Warning
Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Contact Centre Assessor
| Dyddiad hysbysebu: | 20 Mehefin 2024 |
|---|---|
| Cyflog: | £22,071.08 i £23,151.48 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | FTE |
| Oriau: | Rhan Amser |
| Dyddiad cau: | 15 Gorffennaf 2024 |
| Lleoliad: | Dudley, West Midlands |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Citizens Advice Dudley and Wolverhampton |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: |
Crynodeb
Contact Centre Assessor (18hrs p/w)
x2 Fixed Term Contract March 2025 (maternity cover) x1 Permanent
Location: Dudley office; Home working
Main Job Purpose
● To provide an effective and efficient assessment of client’s advice needs, on the telephone, by email and web chat in our Contact Centre
● Complete an initial assessment and use our advice framework to progress the client journey
● To help influence government and other organisation’s about how their decisions affect the clients we support by contributing to our Research and Campaigns agenda
Main Tasks and Responsibilities
● Assessing clients' enquiries on the telephone using sensitive listening and questioning skills
● Accessing clients’ enquiries through webchat and email using written communication skills
● Identifying key information about the problem including time limits, key dates and any requirement for urgent advice or action
● Setting expectations and establishing what the client needs (not wants) to progress their advice journey
● Assessing the complexity of the issue and capability of the client and enabling the client to do as much for themselves, providing as minimum intervention as possible to address the issue
● Recording information about the assessment in an accurate and timely manner
● Assessing and agreeing the appropriate next step, taking into consideration the complexity of the problem and the ability of the client
● Signposting and referring clients effectively
● Identifying and raising research & campaigns issues
● Keeping up to date by attending mandatory training and by essential reading
● Identifying discrimination
● Identifying possible safeguarding issues and highlighting these to the line manager
● Being aware of Health and Safety, Data Protection and Confidentiality
Advice Work
● To work within the initial check framework
● Address simple queries and deliver information and guidance via the use of various approved sources as per our advice framework
● Work within the Advice Line platform (Connect), email systems, Live Engage and Casebook
Business Development and Strategy
● Understand and adhere to the strategic and operational priorities within Citizens Advice Dudley & Wolverhampton Business and Development plan and associated strategies
● To ensure data is captured during delivering a service as directed by the organisation
Quality
● Comply with the relevant areas of the Performance Quality Framework (PQF) i.e. Client experience and Quality of Advice
● Support the Heads of Services and Technical and Quality Supervisors to ensure outcomes for the local service are achieved as identified in our commissioned contracts/business plan
● Help management to identify ways to maximise efficiency, consistency and quality in the customer journey
Research and Campaigns (R&C)
● To respond to R&C
● To assist with R&C work as required by the organisation
Training and Professional Development
● Keep up to date with changes in Advice, Guidance and Information at a local and national level
● To successfully complete the induction and probation process
● Attend training courses as identified by your line manager
● Attend staff meetings where requested
● Actively contribute to your personal and professional development through the supervision and appraisal process
● Identify and assist in initiatives to improve services
Other duties and responsibilities
● To ensure premises are well maintained and notify your line manager of any serious concerns
● To comply with the Policies, procedures and guidelines of the organisation
● To abide by health and safety guidelines and share responsibility for own safety and that of colleagues and clients, and act with efficiency to resolve any issues
● Ensure that all work conforms to the organisations required quality standard
● Ensure good practice at all times as defined by the management team
● Work cooperatively with colleagues and encourage good teamwork
● Be flexible to meet the needs of the service
● Promote the aims, principles, policies, interests and wellbeing of the Service and to protect its integrity and reputation
● Anything else as may be required from time to time by the Chief Executive Officer consistent with the job role
x2 Fixed Term Contract March 2025 (maternity cover) x1 Permanent
Location: Dudley office; Home working
Main Job Purpose
● To provide an effective and efficient assessment of client’s advice needs, on the telephone, by email and web chat in our Contact Centre
● Complete an initial assessment and use our advice framework to progress the client journey
● To help influence government and other organisation’s about how their decisions affect the clients we support by contributing to our Research and Campaigns agenda
Main Tasks and Responsibilities
● Assessing clients' enquiries on the telephone using sensitive listening and questioning skills
● Accessing clients’ enquiries through webchat and email using written communication skills
● Identifying key information about the problem including time limits, key dates and any requirement for urgent advice or action
● Setting expectations and establishing what the client needs (not wants) to progress their advice journey
● Assessing the complexity of the issue and capability of the client and enabling the client to do as much for themselves, providing as minimum intervention as possible to address the issue
● Recording information about the assessment in an accurate and timely manner
● Assessing and agreeing the appropriate next step, taking into consideration the complexity of the problem and the ability of the client
● Signposting and referring clients effectively
● Identifying and raising research & campaigns issues
● Keeping up to date by attending mandatory training and by essential reading
● Identifying discrimination
● Identifying possible safeguarding issues and highlighting these to the line manager
● Being aware of Health and Safety, Data Protection and Confidentiality
Advice Work
● To work within the initial check framework
● Address simple queries and deliver information and guidance via the use of various approved sources as per our advice framework
● Work within the Advice Line platform (Connect), email systems, Live Engage and Casebook
Business Development and Strategy
● Understand and adhere to the strategic and operational priorities within Citizens Advice Dudley & Wolverhampton Business and Development plan and associated strategies
● To ensure data is captured during delivering a service as directed by the organisation
Quality
● Comply with the relevant areas of the Performance Quality Framework (PQF) i.e. Client experience and Quality of Advice
● Support the Heads of Services and Technical and Quality Supervisors to ensure outcomes for the local service are achieved as identified in our commissioned contracts/business plan
● Help management to identify ways to maximise efficiency, consistency and quality in the customer journey
Research and Campaigns (R&C)
● To respond to R&C
● To assist with R&C work as required by the organisation
Training and Professional Development
● Keep up to date with changes in Advice, Guidance and Information at a local and national level
● To successfully complete the induction and probation process
● Attend training courses as identified by your line manager
● Attend staff meetings where requested
● Actively contribute to your personal and professional development through the supervision and appraisal process
● Identify and assist in initiatives to improve services
Other duties and responsibilities
● To ensure premises are well maintained and notify your line manager of any serious concerns
● To comply with the Policies, procedures and guidelines of the organisation
● To abide by health and safety guidelines and share responsibility for own safety and that of colleagues and clients, and act with efficiency to resolve any issues
● Ensure that all work conforms to the organisations required quality standard
● Ensure good practice at all times as defined by the management team
● Work cooperatively with colleagues and encourage good teamwork
● Be flexible to meet the needs of the service
● Promote the aims, principles, policies, interests and wellbeing of the Service and to protect its integrity and reputation
● Anything else as may be required from time to time by the Chief Executive Officer consistent with the job role
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.