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- Tasks: Provide impartial employment law advice to diverse customers via phone.
- Company: Join Acas, a leading service dedicated to improving workplace relations in Great Britain.
- Benefits: Enjoy hybrid working, a competitive salary, and perks like health and wellbeing support.
- Why this job: Make a real difference in people's working lives while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for helping others are essential; no prior experience needed.
- Other info: Attend a virtual info session to learn more about the role and meet current staff.
The predicted salary is between 23000 - 32000 ÂŁ per year.
We recruit Advisers across Manchester, Glasgow, Newcastle-Upon-Tyne and Nottingham. Hybrid working arrangements will be available and the balance between home and workplace is to be agreed with the line manager. You will be asked to express one location preference during the application process. We are regularly appointing across all 4 hubs. Appointments will be made in merit order based on location choice. If you are successful and have indicated a location preference that is currently unavailable you will be held on a 12-month reserve list. We will make further offers when vacancies become available. During the induction period you may be required to attend the office more regularly. Part time working is available at a minimum of 25 hours. Please note that any agreement on part-time working hours is subject to agreement that the initial training period (10 weeks) will be completed on a full-time basis. We cannot currently accommodate requests for compressed hours or term-time only working. Please be aware that this role can only be worked in Great Britain and not overseas.
Are you interested in learning about Employment Law? Do you enjoy helping people? Are you interested in working with a diverse range of customers? Do you want to make a difference to working lives in Great Britain? If so, the Acas Adviser Role could be perfect for you. The Acas Helpline is a fast-paced telephone-based advice service and often a customerâs first experience of Acas. People generally contact Acas when they have encountered a problem at work and need advice and guidance on what options are available to help resolve the problem. Our customers can range from HR professionals with a lot of experience, to employers needing professional advice, through to extremely vulnerable workers at risk of exploitation. A 10-week comprehensive training programme will be provided therefore no prior Employment Law experience is required.
The Adviser Role
- Delivers impartial employment law advice to required standards across relevant channels, tailoring it to individual needs.
- Deciphers complex information and asks relevant questions to establish the root cause of an issue to ensure appropriate advice is provided.
- Identifies appropriate options and communicates clearly next step guidance, tailoring it to individual customer needs.
- Referring on to other Acas areas or other government services.
- Promotes Early Dispute Resolution utilising appropriate online guidance.
- Manages conflict understanding the customer needs and circumstances.
Accountabilities include:
- The effective and efficient delivery of impartial employment law advice through appropriate channels to agreed call quality standards.
- Acting independently, impartially, confidentially and with sensitivity always, and in accordance with Acas policies and principles.
- Maintaining and developing own knowledge and skills through Continuous Professional Development (CPD) to ensure high-quality advice and service is provided to customers.
- Effectively engage in coaching, and other activities to maintain and enhance performance in the role.
- Collaborate effectively with colleagues to share knowledge and expertise.
- Promoting the benefits of early dispute resolution, influencing callers appropriately.
- Identifying appropriate referrals, both to other Acas services and to external organisations such as the enforcement agencies.
- Follow schedule requirements through the principles of âright place, right timeâ to contribute to the effective delivery of a point of demand telephone service.
- Promote customer participation in the Customer Survey to contribute to Acasâs organisational understanding of our customers.
- Collate accurate data regarding the nature of customer calls.
Person specification
Essential Experience
- Strong verbal communication skills.
- Providing good customer service.
- Good influencing skills.
- Ability to understand and manage own emotions, as well as the emotions of others.
- Overcoming challenges and defusing conflict.
- Ability to work at pace within a busy environment.
- Interpreting information to identify relevant details.
Please come along to our virtual information session. You will hear from current Acas staff about working for Acas, the Adviser role and the Advice & Business Solutions Function.
Behaviours
We will assess you against these behaviours during the selection process: Communicating and Influencing, Making Effective Decisions.
Alongside your salary of ÂŁ28,755, Advisory, Conciliation and Arbitration Service contributes ÂŁ8,330 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Benefits
Weâre big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer: Learning and Development; Health and wellbeing; Pension scheme; Cycle to work scheme; Interest free season ticket loans; Volunteering opportunities.
Youâll have access to a Lifestyle website, where youâll be able to grab savings over a wide range of products from holidays to your weekly shop.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience. As part of the application process, you will be asked to complete a 250-word statement on each behaviour required as listed above.
If a large number of applications meet the minimum standard an interview wait list may be created for this position. This means that if you have met the minimum requirements at sift you may be placed at a âHoldâ status for up to 12 months and if we are able to invite you to an interview we will be in touch.
Interview Details
If you have successfully passed sift, you will be invited to an interview via MS Teams which is likely to take place either week commencing 4th or 15th August please note this is subject to change. The interview will be a Strength and Experience interview and will also include an exercise to assess further aspects of Experience. Details of the exercise will be sent in advance of the interviews.
A reserve list will be created for this position, this means that if you have passed the interview, but we couldnât offer you this position, youâll be on a reserve list for 12 months and may be considered for similar positions.
If a Person With Disabilities Is Put At a Disadvantage Compared To a Non-disabled Person, We Have a Duty To Make Reasonable Changes To Our Processes. If You Need a Change To Be Made So That You Can Make Your Application, You Should Contact Acas HR Recruitment Service as soon as possible before the closing date to discuss your needs.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups: UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries who have the right to work in the UK, nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS), individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020, Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equal opportunities.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found.
Contact point for applicants: Job Contact Name: HR Recruitment Team Email: HRRecruitment@acas.org.uk
Acas Adviser employer: Acas
Contact Detail:
Acas Recruiting Team
HRRecruitment@acas.org.uk
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Acas Adviser
â¨Tip Number 1
Familiarise yourself with Employment Law basics. Even though no prior experience is required, having a foundational understanding will help you engage more effectively during the interview and demonstrate your genuine interest in the role.
â¨Tip Number 2
Attend the virtual information session on 8th July. This is a great opportunity to hear directly from current staff about their experiences and the expectations of the Acas Adviser role, which can give you valuable insights for your application.
â¨Tip Number 3
Practice your communication skills. Since the role involves delivering advice over the phone, being able to articulate your thoughts clearly and confidently will be crucial. Consider role-playing scenarios with friends or family to build your confidence.
â¨Tip Number 4
Research Acas's values and mission. Understanding their commitment to impartiality and customer service will help you align your responses during the interview, showcasing that you are a good fit for their team.
We think you need these skills to ace Acas Adviser
Some tips for your application đŤĄ
Understand the Role: Before applying, make sure you fully understand the Acas Adviser role. Read through the job description carefully and note the key responsibilities and skills required. Tailor your application to highlight how your experience aligns with these requirements.
Craft Your Behaviour Statements: You will need to write a 250-word statement for each of the required behaviours: Communicating and Influencing, and Making Effective Decisions. Use specific examples from your past experiences that demonstrate these behaviours in action.
Highlight Relevant Experience: In your CV and application form, emphasise any previous customer service roles or experiences where you've had to manage conflict or provide advice. This will show your suitability for the fast-paced environment of the Acas Helpline.
Proofread Your Application: Before submitting, take the time to proofread your application. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A well-presented application reflects your attention to detail and professionalism.
How to prepare for a job interview at Acas
â¨Understand Employment Law Basics
Even though no prior experience is required, having a basic understanding of employment law can set you apart. Familiarise yourself with key concepts and recent changes in legislation to demonstrate your interest and commitment to the role.
â¨Showcase Your Communication Skills
As an Acas Adviser, strong verbal communication is crucial. Practice articulating your thoughts clearly and concisely. During the interview, focus on how you can effectively communicate complex information to diverse customers.
â¨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-life situations. Think of examples where you've successfully managed conflict or provided excellent customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
â¨Express Your Passion for Helping Others
This role is all about making a difference in people's working lives. Be prepared to discuss why you want to help others and how you can contribute positively to their experiences. Share any relevant experiences that highlight your dedication to customer service.
