Central, We are recruiting for Telephone Debt Advisers
Our telephone debt advisers work across our Utilities projects, supporting clients with debt and energy advice, or on our Money and Pension Service (MaPS) National Debt Hub project. All roles require telephone communication with clients, but some also require webchat work.
Often our advisers are the first people that someone has opened up to about their debt situation and your ability to listen empathetically, analyse issues, and provide tailored advice will be key to empowering clients to overcome their challenges.
For more information about the role and who we are looking for, please refer to the Job Pack (link below).
Training
Full training will be provided. During your initial classroom and on-the-job training, you will be based full-time at our city centre office at Cobourg House. You will continue to work from the office until you have successfully completed your probation period (usually 6 months). Once probation is passed, the role will move to a hybrid working pattern, with a minimum of 8 days per month in the office at Cobourg House, 32 Mayflower Street, Plymouth, although you are welcome to work from the office more often. You must be able to attend the office as requested, including at short notice if required. Please note that no annual leave will be approved for the first 5 weeks of your employment, as you must be able to attend all the training to progress in the role.
If you have questions, or would like to chat about this role contact:
Dan Peters or Damen McGregor - Senior Operations Managers
Location: Plymouth, South West England
Person specification
Essential criteria
Top 6 essential criteria to be assessed at application stage. The rest will be assessed during interviews and interview tasks.
- 1. Excellent professional telephone skills, with the ability to control calls effectively but sensitively, demonstrate active listening to get to the root of the issue and empower clients, and adapt your communication style to the client’s needs, explaining the advice clearly.
- 2. The emotional intelligence and resilience to be able to handle conversations about a wide range of potentially upsetting topics, including mental health issues, difficult life situations, domestic or financial abuse, and suicide.
- 3. An openness to feedback, welcoming it as a chance to continuously improve and ability to act on it immediately and improve your practice.
- 4. An ability to adapt well to change and competing priorities quickly and calmly and use your initiative if things don’t go as planned.
- 5. An ability to work quickly and efficiently to meet set targets while maintaining excellent attention to detail and critical thinking.
- 6. Excellent written communication skills (email, webchat and letter) to clearly explain information to clients and tailor it to meet their needs.
- 7. A good understanding of professional boundaries and an ability to keep confidentiality.
- 8. An ability to use a computer confidently and competently, particularly the Microsoft 365 package (Word, Excel, Teams, PowerPoint etc.), and type notes or research advice while talking on the phone at the same time, update client management systems and write up notes accurately and efficiently after the call.
- 9. An empathetic and non-judgemental approach to clients, and ability to be impartial and put aside your personal views and work to get the best outcome for them, whoever they are and whatever reason they’ve got into debt.
- 10. Understanding of and commitment to the aims, principles, values and behaviour framework of Citizens Advice Plymouth, including our equity, diversity and inclusion strategy.
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