Citizens Advice Caerphilly Blaenau Gwent is an independent local charity committed to helping people find their way forward and overcome the problems they face.
Are you looking for a new challenge? Do you have a proven track record in customer service? Do you have outbound and inbound contact centre experience?
We have vacancies for telephone assessors working as part of the Witness Service on a six-month fixed term contract, ending on the 31st March 2026.
Job Summary
The Witness Service offers free support for witnesses called to give evidence in the 300 criminal courts across England and Wales. You will be given full training and provided with all the support and encouragement you need.
The successful candidates will have a pleasant telephone manner, good listening skills and be a strong communicator. You will have the ability to remain calm under pressure and deal sensitively with clients from all backgrounds.
Hrs of Work: 37.5 hours between 9:00am and 7:00pm
Salary: £12.60 per hour
Location: Caerphilly, South Wales
Start Date: ASAP
Desirable skills
* The ability to commit to, and work within, the aims, principle and policies of the Witness Service and Citizen's Advice.
* Commitment to, the aims and principles of Witness Service in which equality and diversity is embedded throughout.
* Understand the requirement for confidentiality and safe working practice and maintenance of files in accordance with the GDPR requirements.
* Experience of working within a contact centre in a customer service environment
* Proven ability to use IT packages, including word processing, spreadsheets, presentation packages, email and the ability to use or learn to use other packages as necessary.
* Ability to communicate sensitively and effectively both verbally including by phone and in writing with a wide range of people
* Ability to prioritise work and deal with competing or conflicting demands in an organised and methodical manner
* Ability to manage work in a professional way while meeting targets and deadlines
* Ability to contribute to an inventive, responsible and generous organisation/team culture
Main duties and responsibilities
* Progress an agreed caseload using the Witness Service case management system
* Record all contacts securely, and in accordance with procedures for monitoring and evaluation purposes. Deal with all necessary administrative tasks
* Using safe contact methods with all witnesses, respect confidentiality and follow agreed processes for contacting higher risk victims and witnesses.
* Contact witnesses via telephone within a set time frame using an agreed initial script and meeting agreed KPIs to carry out a needs assessment and provide a tailored response to the next stage of support in line with agreed standards
* Deal with general telephone and email queries appropriately, including queries from external agencies
* Ensure that all work reflects and supports the service's Equality and Diversity Strategy.
Successful applicants must be available to attend an uninterrupted 2 week (Monday to Friday) mandatory training period.
These roles will be entirely office based during probation, with the possibility of hybrid working once confirmed in post.
The role is a fixed term contract and will end on the 31st March 2026.
Citizens Advice Caerphilly Blaenau Gwent will not discriminate on the grounds of race, colour, ethnic or national origins, sex, marital status, sexual orientation, disability or religion in the selection or treatment of staff.
Job Types: Full-time, Permanent
Pay: £12.60 per hour
Benefits:
* Bereavement leave
* Company pension
* Free flu jabs
* Health & wellbeing programme
* Sick pay
* Work from home
Work Location: In person