Job Advert
Are you an excellent communicator and passionate about helping people in need? Citizens Advice Torridge, North, Mid and West Devon wants to hear from you!
We are looking for a dedicated and enthusiastic individual to provide effective and high quality money/debt advice solutions to clients, working within a client focussed and responsive team.
This role supports people with complex needs and those for whom language or communication may be a barrier. As such, you will need to be a strong communicator with excellent interpersonal skills, committed to developing your knowledge and happy to work flexibly across offices and outreach locations.
You will have excellent listening and questioning skills and understand how to adapt to the needs of others whilst embracing the charity’s twin aims.
This role will be based at one of our Torridge, North, Mid and West Devon offices, with the expectation that travel may be required to other offices across our geographical area.
JOB SPECIFICATION
Main purpose of the job
Main duties
Advice giving:
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Interview clients using sensitive listening and questioning skills.
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Use the Citizens Advice resources to find, interpret and communicate the relevant information.
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Research and explore options and implications so that clients can make informed decisions.
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Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
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Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
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Refer internally or to other specialist agencies as appropriate.
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Ensure that all work conforms to the Advice Quality Standard and regulatory bodies requirements.
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Ensure that work reflects and supports the Citizens Advice service equity and diversity strategy.
Maintain detailed case records for the purpose of continuity of casework, funder requirements, information retrieval, statistical monitoring and report preparation.
Administration:
Other duties:
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Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
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Demonstrate commitment to the aims and policies of the Citizens Advice service.
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Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
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Comply with all Citizens Advice information assurance guidelines.
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Keep up to date with legislation, policies and procedures and undertake appropriate training.
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Complete necessary CPD activities as directed.
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Attend relevant internal and external meetings as agreed with the Team Leader.
PERSON SPECIFICATION
Essential:
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Recent customer service experience with one or all of the following channels – face to face, telephone and/or digital (webchat or email).
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Proven ability to use sensitive listening and questioning skills with clients/customers to get to the root of the problems whilst maintaining the
structure of the interview. -
Ability to travel across our geographical area as required, sometimes at short notice.
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Proven ability to give and receive feedback objectively and sensitively, and a willingness to challenge constructively.
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Demonstrable high level IT skills, with an ability to support clients/customers with their own IT needs. Including research skills using online resources.
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Experience in using sensitive listening and questioning skills.
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A commitment to continuous professional development including a willingness to develop knowledge and skills in advanced topics.
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An understanding of and ability to work within the aims and principles of the Citizens Advice service with a strong focus on Equity, Diversity and Inclusion.
Desirable:
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Experience of working in the charitable or third sector.
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Knowledge of the benefits system and/or debt remedies.
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An understanding of social trends and their implications for clients and service provision.
Interviews for this role will be held on 17th and 18th September.
