We have a vacancy on our team for a Consumer Adviser. Full training will be provided.
You will be working as an adviser on the Citizens Advice Consumer Telephone and Webchat Helpline in the call centre located in our Pontypool office, dealing with a range of enquiries from members of the public on consumer rights and consumer law. We have a hybrid work model. You may wish to consider whether you have the appropriate work space at home. We will provide you with the IT equipment necessary to complete the training and work from home. This will be fully supported by managers, trainers and will be explained in more detail at interview stage.
We currently have one full time position available.
General Consumer Adviser
Context of role
The role will work within the Consumer advice team of Citizens Advice Torfaen reporting directly to the Consumer Team Leader.
Role purpose
The role purpose is to ensure the smooth running of the Consumer service, delivering the best customer journey through providing high quality advice to consumers.
Role profile
To conduct telephone and webchat interviews using sensitive listening and questioning skills in order to allow consumers to explain their problem
To explore client circumstances considering language barriers and accessibility needs
To record detailed and accurate notes on our recording system for the purpose of information retrieval, statistical monitoring and report preparation
To ensure all work meets the quality standards and requirements of the funder
To keep abreast of the latest developments relating to Consumer law
Ensure that work reflects and supports the Citizens Advice service equality and diversity strategy.
Ensure that all work conforms to Citizens Advice Torfaen's systems and procedures
Keep up to date with legislation, policies and procedures and undertake appropriate training
Attend relevant internal and external meetings as agreed with the line manager
Prepare for and attend supervision sessions and team meetings as appropriate
Complete the required training to comply with quality assurance processes
Demonstrate commitment to the aims and principles of the Citizens Advice service
Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
Carry out any other task that may be within the scope of the post to ensure the effective delivery and development of the service
Person specification
* A minimum of 5 GCSE's at Grade C or above
* Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.
* A good up to date understanding of equality and diversity and its application to the provision of advice.
* Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
* Ability to monitor and maintain own standards.
* Effective oral and written communication skills
* Ability to interview clients using sensitive listening and questioning skills whilst maintaining structure and control of the call.
* Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
* Ability and willingness to work as part of a team.
* A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
* Ability to speak Welsh (Desirable)
* Customer Service Experience (Desirable)
To apply for this position please complete the application form here -
Job Type: Part-time
Pay: £24,570.00 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):
* To apply for this position, please complete the application form on the link - post?id=bzVpcW14Uy9zb200UGFCclRzdjlyUT09&orgid=K0xZS1lIT1FCSEt4K2hQMmJuaEg2dz09
Education:
* GCSE or equivalent (required)
Language:
* English (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Pontypool NP4 6JS