Overview
Advice Works provides benefit and debt advice to the local community. This includes many vulnerable groups, e.g., disabled people, lone parents, unemployed, etc.
Responsibilities
* Reporting to the Service Delivery Officer, maintain high levels of customer satisfaction by dealing with members of the public in an effective and timely manner.
* Undertake eligibility assessments and refer members of the public to Income Advisers where appropriate; provide advice and guidance in non-complex Advice Works referrals.
* Respond to customer telephone enquiries; listen carefully, understand needs, engage with customers, resolve requests and enquiries to agreed standards by providing relevant information and advice as required; ensure information is recorded accurately on required systems at first point of contact; track progress through to resolution and closure; provide relevant updates to customers.
* Demonstrate knowledge of current UK and Scottish benefit systems and advise accordingly; experience in face-to-face and telephone customer handling; strong interpersonal and communication skills; ability to interpret complex information and convey it simply.
* Demonstrate interest in assisting vulnerable clients and those in financial difficulty; self-motivated, resourceful; problem solving, numeracy and written skills.
Qualifications and Experience
* Completion of basic benefits and money advice courses; experience delivering money and debt advice; knowledge of case recording systems is desirable.
* Essential: knowledge of current UK and Scottish benefit systems; experience in customer service in face-to-face and telephone environments; effective interpersonal and communication skills; ability to interpret complex information.
Other Information
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. For information about Disclosure Scotland checks, visit www.disclosurescotland.co.uk.
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