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Advice Works provides benefit and debt advice to the local community. This includes many vulnerable groups’ i.e. disabled people, lone parents, unemployed etc.
Reporting to the Service Delivery Officer, you will be responsible for maintaining high levels of customer satisfaction by dealing with members of the public in an effective and timely manner. The successful applicant will demonstrate a commitment to excellence and a high level of seamless customer service and always strive to find a solution for the customer no matter what the circumstances. You will undertake eligibility assessments and refer members of the public to Income Advisers where appropriate and you will provide advice and guidance in non-complex Advice Works referrals. It is desirable you have experience and knowledge of the current benefit system and are able to demonstrate an interest in assisting vulnerable clients and those in financial difficulty with an awareness of money advice issues.
You will respond to customer telephone enquiries; listening to your customers carefully, understanding exactly what they want and engage in conversations and take an interest in your customers through active listening, resolve requests and enquiries to agreed standards by providing relevant information and advice as required; provide a complete and comprehensive customer service experience by ensuring that information is recorded efficiently and accurately on all required systems at the first point of contact and ensure that the progress of enquiries is logged and tracked effectively through to resolution and closure and to ensure that relevant updates are provided to customers.
It is essential you have knowledge of the current UK and Scottish benefit systems being applied it in an advisory setting, experience in dealing with customers in a face to face and telephone environment, effective interpersonal and communication skills, and the ability to interpret complex information and impart to others in a simple manner.
It is also essential that you can demonstrate interest in assisting vulnerable clients and those in financial difficulty, you are self-motivated, resourceful, have problem solving, numeracy and written skills.
Completion of basic benefits and money advice courses, experience of delivering money and debt advice and knowledge of case recording systems is desirable.
If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post.