Consumer Contact Centre - Telephone Advisor

Stoke Citizens Advice Bureau
17419.00 GBP Annual
10 Oct 2017
24 Oct 2017
Contract Type

Citizens Advice Staffordshire North and Stoke on Trent is an independent local charity committed to helping people overcome the problems they face. We do this by providing free, confidential advice, and by campaigning to make society fairer for everyone.

The Citizens Advice Consumer Service helps clients stand up for their consumer rights, providing the information people need to solve problems with goods or services. Our national delivery centre provides advice and guidance by telephone about problems with consumer issues.

We are seeking Contact Centre Advisors who will be the initial point of contact for consumer enquiries, working in accordance with the performance and quality standards of the consumer service to deliver an excellent customer experience.

Applicants must be available to attend an uninterrupted 5-6 week (Monday to Friday) mandatory training course, including successful completion of a final assessment. Full pay will be given during training.


Full time: 37.5 hours per week. Normal working hours will be between 9:00 and 17:30 Monday to Friday.

Part time 22.5 hours per week

Salary: GBP17,419 per annum (pro rata)


Telephone Assessment - The advisor will undertake telephone assessments, taking responsibility to understand and identify the clients' requirements in accordance with Citizens Advice standards.

Advice Giving - The post holder will take full ownership of the client enquiry and liaise effectively with operational colleagues to ensure client queries are dealt with promptly and accurately. Accurately determine what the client needs and provide appropriate telephone guidance and where appropriate, signpost/refer clients to other services or organisations.

Quality Standards - The post holder will accurately record all information taken from calls and the outcome of the assessment onto the database for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.They will ensure that all work confirms to the Citizens Advice quality standard.

AccessThe post holder will accurately identify barriers/ vulnerability of the client and offer any available support to help them take their issue forward.

Administration - the postholder will be responsible for ensuring, in conjunction with the administration staff, that an efficient system of administration of all work is in place and is followed. They will ensure all work complies with our Confidentiality Policy, Data Protection Legislation and guidance from national Citizens Advice about information sharing

Professional Development - the postholder will keep up to date with legislation, policies and procedures and attend appropriate training and relevant internal and external meetings as agreed with the line manager or Supervisor which will include supervision sessions / team meetings / coaching sessions as appropriate.

Discrimination - the postholder will identify if there is any questions of discrimination and be aware of the services procedures for dealing with actual and potential discrimination issues.