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.
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.
- 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.
- An understanding of, and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.
- An understanding of the problems and issues facing communities in Northumberland and their implications for clients and service provision.
- Recent and substantial experience of delivering information and/or advice to the public, particularly through telephone and digital channels.
- A good understanding of the skills and techniques used in interviewing clients by telephone and through digital channels.
- Sensitivity towards the needs of others and a friendly and approachable manner.
- The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
- An organised approach to work and the ability and willingness to follow set procedures concerning case recording and file management.
- Good numeracy skills and the ability to monitor and analyse statistics and check the accuracy of calculations.
- The ability to analyse and interpret complex information and to communicate effectively in writing.
- 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.
- 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.
- The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- A commitment to continuing professional development.
- 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.
- The Citizens Advice Certificate in Generalist Advice or equivalent
- The post holder will be based in our Morpeth office.
- 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.
- Full-time employees are entitled to 36 days annual leave (including bank holidays).
- Travel expenses will be paid on authorised business.
- Closing date for applications is: 9.00am Wednesday 10th
- Interviews will be held on: Wednesday 17th April.
- 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.
- Return completed applications (CV’s will not be accepted) using the details below.