Telephone Advisor
Employer Name: Citizens Advice Bureau - Cardiff & Vale
Location: Barry
Vacancy Type: Jobs Growth Wales
Vacancy ID: 43268
Hrs of Work: 37
Vacancy Duration: Six month job
Start Date: 08/04/2019
Closing Date: 07/04/2019
Responsibilities
  • To deliver an excellent customer service
  • To conduct short focused interviews either by telephone or digitally to explore the customers situation and issues that need resolving
  • To make a judgement about what the next steps should be, based on understanding the problem, the customers capability and effective use of resources and other agencies which provide advice
  • Where appropriate to provide quality assured assisted self-help information/early intervention information
  • Where appropriate refer or signpost customers to one of the external partners in line with documented procedures
  • To ensure all customer work is entered onto the relevant case recording system
  • To maintain detailed and accurate statistical information as required by Citizens Advice
  • To staff the telephone during the service opening hours

Where additional advice needs are identified follow our documented procedures to refer or signpost those customers to an:

  • Agreed external partner
  • Local citizens advice
  • To meet the individual key performance targets and performance targets of telephone services daily, weekly, monthly and annually.
  • To adhere to the documented consumer service quality standards
Training Provided

Full training to be provided by the Employer

Preferred Learning Provider

EDUC8 LTD (WBL)

Desirable Personal Qualities
  • Good communication and listen skills
  • Empathy
  • Good telephone manner
Qualification(s) Required

No Minimum Requirements

Welsh Language Requirements

Welsh Spoken Skills: No
Welsh Written Skills: No

Interview Arrangements

To be arranged by the Employer

Eligibility

Please check that you are eligible to apply to Jobs Growth Wales before applying.

Your application will be refused if you are not eligible.

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