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Customer Service Adviser
| Posting date: | 15 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £23,100 rising to £25,100 |
| Hours: | Full time |
| Closing date: | 14 September 2024 |
| Location: | Tiverton, EX16 6PG |
| Company: | Citizens Advice Torridge North Mid and West Devon |
| Job type: | Permanent |
| Job reference: | 43 |
Summary
Job Advert
Are you an excellent communicator and passionate about helping people in need? Citizens Advice Torridge, North, Mid and West Devon
wants to hear from you! Being a Customer Service Advisor at CA TNMWD is so much more than a call centre job, this is a
multi-disciplined role and will include Face to Face, Telephone and Email advice, seeing clients in our offices or outreaches,
providing excellent administrative support to the service and may also include an element of community engagement or networking.
This role will work to support people with complex needs or for whom language/communication is a barrier. As such you will need
to be a strong communicator with excellent interpersonal skills, committed to developing your knowledge and happy to work
flexibly, in office or from our outreach locations. You will have excellent listening and questioning skills and understand how to
adapt to the needs of others whilst adopting the charity’s twin aims.
This is an entry level role and you’ll start as a Trainee Customer Service Advisor, working your way up to a fully qualified
Customer Service Advisor through our robust training pathway. You'll start on £23,100 which will rise to £25,100 on completion of
the training pathway and probationary period. This role is based in our Tiverton office and our other offices, with an opportunity
to work from home 1 day per week. Therefore a full driving licence and access to a vehicle is essential.
JOB SPECIFICATION
Main purpose of the job
* Provide advice to external clients by face to face interviews or by providing advice on the telephone.
* Research all of the options available to the client adopting an impartial and non-judgmental stance.
* Provide administrative support across the whole service as required.
* Work alongside the specialist services and make referrals into them as appropriate.
* Gather information to support our Research and Campaigns team.
Main duties
Advice giving:
* Interview clients using sensitive listening and questioning skills.
* Use the Citizens Advice resources to find, interpret and communicate the relevant information.
* Research and explore options and implications so that clients can make informed decisions.
* Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
* Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
* Refer internally or to other specialist agencies as appropriate.
* Ensure that all work conforms to the Advice Quality Standard.
* Ensure that work reflects and supports the Citizens Advice service equity and diversity strategy.
* Maintain detailed case records for the purpose of continuity of casework, funder requirements, information retrieval,
statistical monitoring and report preparation.
Administration:
* Receive referrals by all channels – phone, voicemails, web-form, email and internally
* Manage and process all internal and external communications for the team, including scanning and attaching files to cases
electronically.
* Where directed, make appointments and coordinate calendars.
* Make referrals where appropriate to external agencies.
* Support caseworkers as required to ensure objectives are met.
* Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and
document production. Ensure GDPR training is completed on an annual basis.
* Maintain records for funder requirements.
Research and campaigns:
* Assist with research and campaigns work by providing information about clients circumstances through the appropriate channels
including case studies, data collection and client consent.
Other duties:
* Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the
service.
* Demonstrate commitment to the aims and policies of the Citizens Advice service.
* Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
* Comply with all Citizens Advice information assurance guidelines.
PERSON SPECIFICATION
Essential:
* Customer service experience with one or all of the following channels – face to face, telephone and/or digital (webchat or
email).
* Excellent verbal and written communication skills.
* Full driving license and access to a vehicle.
* Experience in using sensitive listening and questioning skills.
* Ability to give and receive feedback objectively and sensitively, and a willingness to challenge constructively.
* Ability to use a variety of telephony and IT systems to deliver services across multiple channels, for example email, webchat
and/or telephone.
* Demonstrable experience using Microsoft Office 365.
* A commitment to personal development and a willingness to develop knowledge and skills in the area of advice giving.
* An understanding of and ability to work within the aims and principles of the Citizens Advice service with a strong focus on
Equity, Diversity and Inclusion.
Desirable:
* Knowledge or experience of the benefit system.
* Experience of using client management and database systems.
Are you an excellent communicator and passionate about helping people in need? Citizens Advice Torridge, North, Mid and West Devon
wants to hear from you! Being a Customer Service Advisor at CA TNMWD is so much more than a call centre job, this is a
multi-disciplined role and will include Face to Face, Telephone and Email advice, seeing clients in our offices or outreaches,
providing excellent administrative support to the service and may also include an element of community engagement or networking.
This role will work to support people with complex needs or for whom language/communication is a barrier. As such you will need
to be a strong communicator with excellent interpersonal skills, committed to developing your knowledge and happy to work
flexibly, in office or from our outreach locations. You will have excellent listening and questioning skills and understand how to
adapt to the needs of others whilst adopting the charity’s twin aims.
This is an entry level role and you’ll start as a Trainee Customer Service Advisor, working your way up to a fully qualified
Customer Service Advisor through our robust training pathway. You'll start on £23,100 which will rise to £25,100 on completion of
the training pathway and probationary period. This role is based in our Tiverton office and our other offices, with an opportunity
to work from home 1 day per week. Therefore a full driving licence and access to a vehicle is essential.
JOB SPECIFICATION
Main purpose of the job
* Provide advice to external clients by face to face interviews or by providing advice on the telephone.
* Research all of the options available to the client adopting an impartial and non-judgmental stance.
* Provide administrative support across the whole service as required.
* Work alongside the specialist services and make referrals into them as appropriate.
* Gather information to support our Research and Campaigns team.
Main duties
Advice giving:
* Interview clients using sensitive listening and questioning skills.
* Use the Citizens Advice resources to find, interpret and communicate the relevant information.
* Research and explore options and implications so that clients can make informed decisions.
* Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
* Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
* Refer internally or to other specialist agencies as appropriate.
* Ensure that all work conforms to the Advice Quality Standard.
* Ensure that work reflects and supports the Citizens Advice service equity and diversity strategy.
* Maintain detailed case records for the purpose of continuity of casework, funder requirements, information retrieval,
statistical monitoring and report preparation.
Administration:
* Receive referrals by all channels – phone, voicemails, web-form, email and internally
* Manage and process all internal and external communications for the team, including scanning and attaching files to cases
electronically.
* Where directed, make appointments and coordinate calendars.
* Make referrals where appropriate to external agencies.
* Support caseworkers as required to ensure objectives are met.
* Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and
document production. Ensure GDPR training is completed on an annual basis.
* Maintain records for funder requirements.
Research and campaigns:
* Assist with research and campaigns work by providing information about clients circumstances through the appropriate channels
including case studies, data collection and client consent.
Other duties:
* Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the
service.
* Demonstrate commitment to the aims and policies of the Citizens Advice service.
* Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
* Comply with all Citizens Advice information assurance guidelines.
PERSON SPECIFICATION
Essential:
* Customer service experience with one or all of the following channels – face to face, telephone and/or digital (webchat or
email).
* Excellent verbal and written communication skills.
* Full driving license and access to a vehicle.
* Experience in using sensitive listening and questioning skills.
* Ability to give and receive feedback objectively and sensitively, and a willingness to challenge constructively.
* Ability to use a variety of telephony and IT systems to deliver services across multiple channels, for example email, webchat
and/or telephone.
* Demonstrable experience using Microsoft Office 365.
* A commitment to personal development and a willingness to develop knowledge and skills in the area of advice giving.
* An understanding of and ability to work within the aims and principles of the Citizens Advice service with a strong focus on
Equity, Diversity and Inclusion.
Desirable:
* Knowledge or experience of the benefit system.
* Experience of using client management and database systems.