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- Tasks: Provide impartial employment law advice and support to diverse customers over the phone.
- Company: Join Acas, a leading organisation dedicated to improving workplace relations in the UK.
- Benefits: Enjoy hybrid working options, continuous professional development, and a supportive team environment.
- Why this job: Make a real impact by helping individuals navigate workplace challenges and promoting early dispute resolution.
- Qualifications: Strong communication skills and a passion for customer service are essential; experience in conflict resolution is a plus.
- Other info: Training lasts 10 weeks full-time; part-time hours can be requested after training.
The predicted salary is between 28755 - 29661 £ per year.
Job Title: AcasAdviser
Directorate: Advice and Business Solutions (A&BS)
Grade: Grade 10 (Executive officer)
Salary range:£28,755 – £29,661
Location: Nottingham, NG2 3NG
Purpose of the Role
The Acas Helpline is a fast-paced telephone-based advice service and often a customers 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.
The Adviser
- Delivers impartial employment law advice to required standards across relevant channels, tailoring it to individual needs
- Deciphers complex information 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
Main Accountabilities
- 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
- Manage own time effectively through the principles of right place, right time to contribute to the effective delivery of a point of demand service
- Promote customer participation in the Customer Survey to contribute to Acass organisational understanding of our customers
- Collate accurate data regarding the nature of customer calls
Success Profiles
The Civil Service have launched a recruitment framework called Success Profiles.
Behaviours
The following behaviours have been identified at Level 2.
- Communicating and Influencing
- Making Effective Decisions
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
Working Conditions
Locations We recruit across Manchester, Glasgow, Newcastle and Nottingham
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.
Hybrid working arrangements will be available and the balance between home and workplace is to be agreed with the line manager.
Please note the training period (10 weeks) must be completed on a full-time basis, any agreed part-time hours will take effect following this.
Part time working can be requested at a minimum of 25 hours. We cannot currently accommodate requests for compressed hours or term-time only working. The adviser service operates between 8am and 6.15pm, Advisers are scheduled based on their working pattern during these hours.
Based on the training and development opportunities provided, and the service needs ideally we like newly appointed Advisers to remain in post for a minimum of 18 months
For further details the Adviser Job Advert can be found on Civil Service Jobs and should be reviewed in full before making an application
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Adviser employer: Acas
Contact Detail:
Acas Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Adviser
✨Tip Number 1
Familiarise yourself with employment law and the specific issues that Acas deals with. Understanding the common problems faced by both employers and employees will help you provide tailored advice during your interview.
✨Tip Number 2
Practice your communication skills, especially in a fast-paced environment. You might be asked to demonstrate how you would handle a difficult customer or a complex query, so being able to articulate your thoughts clearly is crucial.
✨Tip Number 3
Showcase your ability to manage conflict and emotions effectively. Prepare examples from your past experiences where you've successfully navigated challenging situations, as this will highlight your suitability for the role.
✨Tip Number 4
Research Acas's approach to early dispute resolution and be ready to discuss how you would promote this to callers. Demonstrating your understanding of their values and mission can set you apart from other candidates.
We think you need these skills to ace Adviser
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Adviser position. This will help you tailor your application to highlight relevant skills and experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in providing customer service and employment law advice. Use specific examples that demonstrate your ability to communicate effectively and manage conflict.
Showcase Your Skills: Make sure to showcase your strong verbal communication skills and your ability to influence others. Mention any relevant training or Continuous Professional Development (CPD) you've undertaken that aligns with the role.
Tailor Your Application: Customise your cover letter to reflect your understanding of Acas's mission and values. Explain why you are passionate about providing impartial advice and how you can contribute to their goals.
How to prepare for a job interview at Acas
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an Adviser at Acas. Familiarise yourself with employment law basics and the types of issues callers might face. This will help you demonstrate your knowledge and show that you're prepared for the role.
✨Practice Active Listening
During the interview, practice active listening. This means paying close attention to the questions asked and responding thoughtfully. It’s crucial for an Adviser to understand customer needs, so showcasing this skill in your interview will be beneficial.
✨Demonstrate Empathy
Given that you'll be dealing with vulnerable workers, it's important to convey empathy during your interview. Share examples from your past experiences where you've successfully managed sensitive situations or provided support to individuals in distress.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving and conflict resolution skills. Prepare by thinking of specific examples where you've had to decipher complex information or manage a difficult conversation, and be ready to discuss these in detail.
