Citizens Advice Rotherham & District (CARD) is looking for a trainee adviser to join our busy and friendly Advice team to provide an effective service for clients contacting our local and national services. This is an exciting opportunity to help us meet increasing demand for our advice services in these challenging times.

We are seeking candidates with helpline/busy call centre and customer service experience, to provide high quality information and advice to clients on a wide range of subjects. Training in advice areas will be given to the candidate who can demonstrate a passion for making a difference and the necessary research, customer service and digital skills required for this role. The successful candidate will work in the Advice team, supporting clients via multiple channels including via an inbound telephone service, face to face, during drop in sessions, webchat/emails and within outreaches across Rotherham.

Main Duties

Provide high quality information and advice to clients via multiple channels including via the inbound telephone service, during face to face appointments and throughout drop-in sessions, via video, email/webchat and within outreaches across Rotherham.
Make an assessment of the client's needs, identifying options and solutions to empower the client to find a way forward.
Support clients by guiding them to information and advice, making an internal referral or signposting to external and internal help as needed.
Provide full advice to move clients forward if needed, according to the principles of the Advice Framework.
Have a passion for delivering excellence in customer service through an inbound telephone service, and be able to adapt and communicate clearly with a wide range of people via multiple channels to meet client and service needs.
Maintain, build and expand on own advice competence, through completing adviser training and achieve full advice certificate within 6 -12 months of joining.

Conduct and deliver advice holistically across the advice service to meet client demand including the completion of complex forms.

Work towards specific performance targets,which include 8-10 calls on advice line per day, or 4 Face to Face appointments.

Work collaboratively with other colleagues involved in the advice work process.
Maintain confidentiality about clients and their contact.
Consult the Advice Session Supervisor appropriately.
Work within agreed CARD systems and procedures.
Maintain an accurate record of advice provided on Casebook.
Liaise with other teams regarding support for individual clients.

Research and campaigns

Assist with Research & Campaigns work by providing information about clients' circumstances through the appropriate channel.

Participate in generalist advice related campaigns and where appropriate

Keep up to date with the Research and Campaigns issues and ensure R&C work is promoted and integrated in a way relevant to the role.

Support the R&C team on any campaigns the team is working on

Support Research and Campaigns lead by identifying growing advice trends

Professional development

Keep up to date with legislation, policies and procedures and undertake appropriate training

Read relevant publications

Attend relevant internal and external meetings to contribute on improving service delivery and achieving collective targets.

Undergo relevant training as identified with your line manager

Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate

Administration

Use of telephony and IT equipment for multichannel delivery of advice services

Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.

Ensure GDPR compliant training is completed on an annual basis

Ensure that all work conforms to the organisation’s systems and procedures

Other Duties And Responsibilities

Work within agreed CARD systems and procedures

Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.

Any other relevant advice and support duties required to ensure the smooth running of the service.

Demonstrate commitment to the aims and policies of the Citizens Advice service.

Help set a positive and supportive environment by displaying our behaviours of being responsible, inventive and generous.

Develop and maintain effective administrative systems and records relevant to the role.

Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.

Undertake such other duties and tasks as may lie within the scope of this post to ensure the effective delivery and development of the service.

Citizens Advice

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