Citizens Advice Lindsey require Consumer Service Telephone Advisers

Located at Guildhall, Marshalls Yard Gainsborough, Lincolnshire DN21 2NA

Contract, hours and working week: Preferably full time but part time considered. 

37.5 hours per week, 9.00am and 5.00pm. 

Salary range: £18,092 – £18,410

Closing Date: 9.00 am Tuesday 14th September 2021

Interview dates:  21st & 22nd September 2021

Start date: 1st November 2021

Training: Full training givenupon commencement of the role

We are currently supporting home and office blended working.

Role purpose

To undertake an assessment of consumer advice needs in order to direct customers towards the most appropriate advice to support them in the resolution of their problem.

Further details

  • To deliver an excellent customer service
  • To conduct short, focused interviews by telephone to explore the customer’s situation and issues that need resolving
  • To make a judgement about what the next steps should be. Based on understanding the problem, the customer’s capability and effective use of resources and other agencies that provide advice
  • Where appropriate, provide quality assured, assisted self-help information / early intervention information
  • Where appropriate, refer or signpost customers to one of the external partners in line with documented procedures.

Ability to undertake relevant and comprehensive training to become competent in the role.

Essential attributes

  • Proven experience of providing a high standard of customer service in a fast paced, target driven environment
  • Experience of listening and questioning with an ability to manage challenging situations
  • Ability to work individually and as part of a productive team
  • Ability to retain information and apply this knowledge appropriately to the needs of the customer
  • Ability to communicate information effectively both verbally and in writing to customers in a clear and understandable format
  • Ability to work effectively and with accuracy in a fast paced environment with minimum supervision
  • Understanding of and commitment to the aims, principles and equality policies of Citizens Advice

Please contact angela.tawn@citizensadvicelindsey.org.uk  for an application pack.

If you have any questions please contact jill.heeney@citizensadvicelindsey.org.uk

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

Vacancy: Consumer Service Telephone Adviser (Gainsborough) – Citizens Advice