Employer: Norfolk Citizens Advice Title of Post: Advice Centre Adviser Responsible to: Advice Centre Manager Location: Breckland area Office Based Salary: £23,144 per annum Working hours: 37 hr per week Monday to Friday Full Time Annual leave: 20 days annual leave plus bank holidays Pension: 4.5% contribution Closing date: 16th October Job Purpose To give advice via phone, email and webchat on a variety of issues faced by clients for example relationships, housing, benefits etc Responsibilities:
- Build rapport with clients via active listening, asking engaging questions
- Lead with empathy and respect
- Support our clients in delivering high-quality benefits advice
- Delivering advice via digital platforms (Telephone and Email)
- Delivering good client outcomes
- Follow AQS (Advice Quality Standards)
- Keeping systems up to date and accurate at all time
- Meeting any given targets
- Supporting volunteers in the office and online
- Dealing with NCAN referrals and Energy queries
- 1 day per week working with Yorkshire Building Society in Swaffham
- Covering Foodbank in Watton on Thursday afternoon and Attleborough on Tuesday mornings
Full training will be given Satisfactory clearance of a Disclosure and Barring Service check (DBS) is required. The above may be subject to alteration from time to time according to any changes in service delivery, politics or priorities. Any such changes will be carried out following consultation with all parties involved. Person specification Please note your application will be shortlisted against the highlighted criteria Experience
- Recent experience in advice delivery, administration and benefits
Essential Knowledge
- Basic Legal and benefits knowledge
Essential Skills
- Excellent IT Skills
- Ability to work as part of a team
- Ability to work under direction
- Ability to exercise initiative as appropriate
- Excellent organisational skills
- Good telephone manner
- Ability to build rapport on digital platforms
- Proven excellence in attention to detail
- Excellent written and oral communication skills
- The ability to relate to a wide range of people including professionals, colleagues, members of the public and other agencies
- Proven ability to manage own workloads and meet deadlines and commitments
- Driving licence and car essential
General Flexible approach to working which may include occasional evening and weekend working What we give our staff We offer our staff: Comprehensive induction and training to become an accredited Adviser Ongoing support and professional development 4.5% employer pension contribution Opportunity for flexible working Free access to an independent Employee Assistance Programme 20 days annual leave plus bank holidays