Job Description

We are looking for a compassionate and organised telephony adviser to support our clients with welfare rights issues, that has experience working in a fast-paced call centre environment. The role will involve providing advice, guidance, and practical support to individuals and families who present with advice needs relating to welfare benefits, debt, housing, employment and discrimination. The role will provide a high quality advice service via our telephone service, which is open Monday-Friday 8am-7pm and Saturday between 9am-1pm. The role is 37.5 hours per week and follows a shift pattern of 8am-4pm, 9am-5pm and 11am-7pm, with one Saturday shift every quarter. Please note this is a full time position and due to the shift patterns, job shares can not be considered. This will be delivered to the standard required by Citizens Advice.

The role is hybrid working, a minimum of 2 days per week from our Pontypool office and the remainder from home. You may want to consider if you have appropriate work space at home.

The successful applicant will be expected to engage with 10 clients per day.

Interview dates - 2nd and 5th December.

Role profile

o To conduct telephone interviews using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.

o To explore client's circumstances and support needs considering language barriers and accessibility needs.

o To record detailed and accurate notes on our internal recording system for the purpose of information retrieval, statistical monitoring and report preparation.

o To ensure all work meets the quality standards and requirements of the funder.

o To keep abreast of the latest developments relating to Welfare Rights.

o Ensure that all work reflects and supports the Citizens Advice equality and diversity strategy.

o Ensure that all work conforms to Citizens Advice Torfaen's systems and procedures

o To use the Citizens Advice 'AdviserNet' website to find, interpret and communicate the relevant information.

o Refer internally or to other specialist agencies as appropriate.

o Keep up to date with legislation, policies and procedures and undertake appropriate training.

o Prepare for and attend supervision sessions and team meetings as appropriate.

o Read relevant publications.

o Use IT for statistical recording of information relating to the client's query; research and campaigns and funding requirements.

o Complete GDPR training annually.

o Provide statistical information on the number of clients and nature of cases.

o Complete the required training to comply with quality assurance processes.

o Demonstrate commitment to the aims and principles of the Citizens Advice service.

o Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.

o Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.

Person Specification

o

At least one years experience working in a call centre environment.

o Ability to work without supervision and prioritise workload.

o Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.

o A good up to date understanding of equality and diversity.

o Ability to give and receive feedback objectively.

o Ability to monitor and maintain own standards.

o Effective written and oral communication skills. Including the ability to communicate complex information in a clear and accessible manner.

o Ability and willingness to work as part of a team.

o A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.

o Ability to understand statistics and check accuracy of calculations.

o Experience of using a range of IT tools to carry out your work, including internal database systems, online applications, internet and email etc

o Ability to use telephony and IT systems to deliver a service to the public.

o Ability to speak Welsh (desirable)

Job Type: Full-time

Pay: 24,570.00-25,526.00 per year

Benefits:

Cycle to work scheme Employee discount
Ability to commute/relocate:

Pontypool NP4 6JS: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have at least 1 years experience in working in a call centre environment? Interview date is the 4th September, please only apply if you are available to attend an interview on this date. To apply for this position, please complete the application form on the link -
https://recruitment.evalu-8.com/public/recruitmentpost?id=NnR3bGpIdFZkc0xGeVVqRUpLczlBZz09&orgid=K0xZS1lIT1FCSEt4K2hQMmJuaEg2dz09

Education:

GCSE or equivalent (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Pontypool NP4 6JS