Telephone & Digital Services Assessor

Salary: £16,772 to £17,547 depending on experience

Hours: As part of our commitment to being a flexible employer, applications are welcomed from candidates who are able to offer up to 19 hours a week.

Contract Length: This is a temporary position until March 31st 2020

Responsible to: Telephone and Digital Services Manager

Role Purpose: To provide initial assessment and discrete advice to clients from across the county using telephone and digital channels.

The post holder will be part of a team responsible for delivering high quality information and advice services through telephone and digital channels.

The role will be based in our Morpeth office.

Main Duties

Initial Assessment and Discrete Advice

  • Undertake initial assessment and deliver information and discrete advice to clients using telephone and digital channels.
  • Assess the client’s problem using sensitive listening and questioning skills.
  • Identify key information about the client’s problem(s) including time limits, key dates and any requirement for urgent advice or action.
  • Summarise the main points of the problem, establishing what the client wants and what options are available to him/her.
  • Provide information and discrete advice using the Citizens Advice website, scripts and other diagnostic tools, following agreed procedures.
  • Agree next steps and an appropriate level of service taking account of the client’s circumstances, the complexity of the problem and the organisation’s resources.
    • Signpost and refer clients appropriately (internally and externally), following agreed procedures.
  • Ensure clients’ queries are addressed within a specified timescale by monitoring and managing work queues.
  • Maintain accurate case records to ensure continuity of advice, information retrieval, statistical monitoring, report preparation and quality checking.
  • Maintain standards of service delivery and ensure that all work conforms to the Citizens Advice membership requirements, the Advice Quality Standard and the Money Advice Service Debt Framework.
  • Ensure that all work conforms to the organisation’s systems, policies and procedures.
  • Comply with all systems for monitoring and reporting on client satisfaction and the outcomes of advice.
  • Work in partnership with other staff and volunteers to help ensure the service meets key performance indicators and targets.
  • Assist in the smooth running of the organisation by providing back-up and emergency cover for other parts of the service as required.

Research and campaigns

  • Participate in research and campaigns activity by providing information about clients’ circumstances and taking action on behalf of clients.
  • Keep up to date with current research and campaigns issues.

Learning and development

  • Provide mentoring and support to volunteers delivering telephone and digital services.
  • Keep up to date with legislation, case law, policies and procedures undertake appropriate training.
  • Read relevant publications to maintain knowledge and expertise.

Other duties

  • Uphold the aims, policies and membership requirements of the Citizens Advice service and demonstrate a strong commitment to equality and diversity principles.
  • Work cooperatively with colleagues to encourage good teamwork across the organisation.
  • Develop and maintain links with statutory and non-statutory agencies and promote the work of the organisation in a positive and constructive way.
  • Prepare for and attend relevant supervision sessions / staff meetings / trustee board meetings as required.
  • Comply with all monitoring and reporting requirements and provide progress reports for managers, the trustee board, Citizens Advice and funders as required.
  • Adhere to the organisation’s information assurance policies and procedures and report any breaches or incidents of non-compliance.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
  • Undertake any other duties that are consistent with the level of the post and ensure the effective delivery and development of the organisation’s services.

Person Specification

Essential Requirements

  1. An understanding of, and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.
  2. An understanding of the problems and issues facing communities in Northumberland and their implications for clients and service provision.
  3. Recent and substantial experience of delivering information and/or advice to the public, particularly through telephone and digital channels.
  4. A good understanding of the skills and techniques used in interviewing clients by telephone and through digital channels.
  5. Sensitivity towards the needs of others and a friendly and approachable manner.
  6. The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
  7. An organised approach to work and the ability and willingness to follow set procedures concerning case recording and file management.
  8. Good numeracy skills and the ability to monitor and analyse statistics and check the accuracy of calculations.
  9. The ability to analyse and interpret complex information and to communicate effectively in writing.
  10. Good oral communication skills and the ability to communicate well with a wide cross section of people including members of the public, statutory and non-statutory agencies.
  11. The ability to work flexibly with a variety of individuals and organisations and to earn and maintain the trust of those people with whom the organisation deals.
  12. The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
  13. A commitment to continuing professional development.
  14. Excellent typing and ICT skills and the ability to ensure the best use of IT systems and packages in the provision of information and advice services.

Desirable Requirements

  1. The Citizens Advice Certificate in Generalist Advice or equivalent

Further Details

    1. The post holder will be based in our Morpeth office.
    2. Normal hours of work for a full-time worker are Monday to Thursday 9.00am to 5.00pm and Friday 9.00am to 4.30pm including a 30 minute unpaid break.
    3. Full-time employees are entitled to 36 days annual leave (including bank holidays).
    4. Travel expenses will be paid on authorised business.
    5. Closing date for applications is: 9.00am Wednesday 10th
    6. Interviews will be held on: Wednesday 17th April.
    7. If you would like an informal discussion about the role please contact Jane Brown, in the first instance to arrange this, using the contact details below.
    8. Return completed applications (CV’s will not be accepted) using the details below.

Contact Information

Jane Brown

Citizens Advice Northumberland (Ashington Office)
89-91 Station Road
NE63 8RS

07384 510724

Alternatively completed applications can be emailed to:
Please ensure that you receive a read receipt.