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Adviceline Adviser Sheffield, England

Citizens Advice Sheffield

Full Time Sheffield, England 21180 - 22181 GBP ANNUAL Today

Job description

Adviceline Adviser

Job description and person specification

Purpose of the job

Citizens Advice Sheffield provides a range of advice and advocacy services through digital means, by telephone and in person. We seek to empower our clients and support them to improve their confidence and capability on a wide range of issues.

We aim for excellence. Our ambition is to be among the best advice services in the country, and one of the leading voluntary and community organisations in Sheffield.

We campaign for change to social policy to improve the well-being of the people and communities we support.

Adviceline is open every week day and is the way by which people contact Citizens

Advice for help. Your role will be answering incoming calls and digital contacts, providing help and advice and referring to other services. You will be working in a busy, target driven contact centre environment managing a high volume of incoming telephone calls and digital contacts from some of the most vulnerable people in the community. We may also ask you to deliver other services, depending on the business needs of the organisation.

Main duties and responsibilities

Our Adviceline Advisers are required to:

Answer a high number of calls and digital contacts to time and volume targets and meet any agreed KPIs
Assess, diagnose client’s issues at the first point of contact
Explore options and interpreting relevant information to advise clients on next steps.
Provide clients with the information and tools to move people forward
Communicate and Interact professionally and sensitively with all levels of staff and the public
Follow agreed processes and protocols to ensure the delivery of a high quality service
Create and maintain comprehensive client and service provision records
Provide services in accordance with all relevant quality standards
Depending on the service you are deployed to you may be required to undertake in person contacts with clients

Ensure that service and individual performance standards and targets are met
Identify and report evidence to support social policy campaigns.
Any other duties deemed necessary for the delivery of the service.

Professional learning and development

Adviceline Advisers are required to complete the Citizens Advice Adviser Learning programme and other mandatory training and to demonstrate satisfactory achievement of adviser competencies within six months of starting the role

All staff are required to undertake learning and development including keeping up to date with rules and legislation, policies and procedures and attending internal and external training as required.

Person specification

Essential:

Knowledge and experience in

The delivery of excellence in customer service across digital and telephone channels including requirement for accurate record keeping
Experience of working with others to deliver a service

Skills and abilities

The ability to understand and assimilate complex information and apply it to a client’s circumstances
Excellent communication skills
Strong IT skills and have the ability to quickly and accurately record information including the ability to talk and type.
Ability to undertake self-directed independent learning
Ability to work from home in a suitable and confidential workspace if required

Aptitude

Commitment to:

Working flexibly and to adapting to changing needs and priorities
Team and partnership working
Reliability and excellent time keeping
The delivery of service and individual performance standards
Valuing diversity and understanding of the barriers people face
Flexibility and willingness to be available to work on a rota between the hours of 8am and 6pm Monday to Friday.
The goals and values of Citizens Advice Sheffield

Qualifications and training

No specific prior qualifications for the role as full training will be provided but evidence of recent learning and a commitment to further learning is essential

Job Types: Full-time, Part-time, Permanent
Part-time hours: 35 per week

Salary: £21,180.00-£22,181.00 per year

Benefits: