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Vacancy: Norfolk Citizens Advice | Advice Centre Adviser

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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