Adviser

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 an Adviser at CA TNMWD is so much more than a call centre role. This is a varied, multi-channel position involving

face-to-face, telephone, digital and email advice. You may support clients in our offices, specialist services or outreach

locations, while also providing high-quality administrative support to the wider service.

Every day is different, and you’ll play a direct role in helping people navigate challenging situations and improve their lives.

This role supports people with complex needs and those for whom language or communication may be 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

across offices and outreach locations.

You will have excellent listening and questioning skills and understand how to adapt to the needs of others whilst embracing the

charity’s twin aims.

This is an entry-level role and you’ll start as a Trainee Adviser, working your way up to a fully qualified Adviser through our

robust training pathway. You’ll start on £25,880, with salary incentives along the training pathway.

This role will be based at one of our Torridge, North, Mid and West Devon offices, with the expectation that travel may be

required to other offices across our geographical area.

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.

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 licence 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.