Are you someone who loves to help others and offer valuable advice?
Our client is a local advice organisation and are searching for an Adviceline Advisor to join their friendly and supportive team. This role is based in-office in Swanley, Kent.
About the Company:
Our client is a local advice organisation in Kent who are trained to provide information and advice on a wide range of legal issues including benefits, debt and money issues, employment, immigration, housing and homelessness, family and relationships.
They believe that whilst we all face problems that are complicated or intimidating, no one should have to face these problems without good quality, independent advice. The team are experts at providing the knowledge and confidence people need to move forward, no matter who they are or what their problems are. The services target the most vulnerable people in the community, including low incomes, people with disabilities, and long-term health conditions.
The advice line is a telephone advice service which anyone can call for advice on a problem. You never really know what each call will be like, which certainly keeps you on your toes and stops the work day from being boring!
The Role:
As an Adviceline Advisor, you will join the friendly and supportive Adviceline team based in Swanley, Kent. The role will involve providing telephone advice to clients across the national and local network.
Your responsibilities will include:
1. Talking to clients over the telephone and explore what problems they’ve come for help with
2. Meet a target number of calls each day
3. Using comprehensive resources, find and interpret information about the clients’ problems and help them to understand their options
4. Support clients to take action to resolve their problems which may involve arranging a specialist telephone appointment or referring the client to another organisation
5. Complete detailed case recording including a summary of the clients’ problems and the advice/options given
6. Refer clients requiring on-going support
7. Look out for problems that are common or are unfair, to support the Research and Campaigns work
About You:
8. A quick learner with an enquiring and inquisitive mind
9. A friendly and approachable telephone manner
10. Non-judgmental and will respect views, values and cultures that are different to your own
11. Excellent listening skills
12. Excellent verbal and written communication skills
13. Good digital skills (proven ability to use Microsoft applications, word, email etc.) for researching information and case recording
14. Able to quickly understand complex information and explain it to others
15. Willing to learn about and follow the aims, principles and policies, including confidentiality and data protection
16. Willing to undertake training in your role which will involve some remote self-study and office-based training
Company Benefits:
17. A supportive employer who takes account of your needs and provides flexibility where needed
18. Training and a range of opportunities for career development
19. 30 days annual leave (including bank holidays) plus additional 4 days between Christmas and New Year
20. Healthy work-life balance policies and practices
21. Pension scheme
22. Opportunity to build practical experience of dealing with clients and supporting people with legal issues