At a Glance
- Tasks: Provide compassionate advice to help people navigate challenges in their lives.
- Company: Join a dedicated team making a real difference in Greater Manchester.
- Benefits: Flexible working, training opportunities, and the chance to impact lives positively.
- Other info: Mobile role with travel across Greater Manchester and excellent team support.
- Why this job: Be a vital support for vulnerable individuals and communities in need.
- Qualifications: Experience in customer service and a passion for helping others.
The predicted salary is between 23400 - 28600 £ per year.
Description
We’re looking for a flexible and compassionate adviser to join our team, working across our Adviceline and digital services and our community outreach venues.
This role plays a vital part in helping people across Greater Manchester access timely, quality advice, whether face-to-face in local venues or over the phone through our Adviceline system.
The ideal candidate will have experience of working within a target driven environment where excellent customer service is provided and the client is at the heart of everything you do.
You will have the ability to control a telephone /face to face interview and/or digital communications whilst gaining the right level of information from the client allowing you to support the clients next steps in solving their issue.
This is a mobile role, so a willingness and ability to travel across Greater Manchester is essential.
This is a great opportunity for someone looking to make a difference to people's lives, supporting some of the most vulnerable people in society - helping them find a way forward.
Requirements
- Deliver high-quality, person-centred advice across areas such as Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues (full training and supervision available).
- Conduct telephone advice and information assessments on our Adviceline service, providing short advice, and identifying appropriate next steps such as casework or referrals.
- Answer advice requests via our digital services such as webchat, whatsapp and video advice.
- Provide face-to-face drop-in advice sessions at community venues and hubs.
- Deliver one-to-one appointments for clients needing more in-depth or ongoing support.
- Accurately record client interactions and casework on our digital case management systems.
- Signpost clients appropriately to suit their needs, following agreed protocols.
- Use sound judgement and problem-solving skills in a fast-paced, varied environment.
- Follow up assessments with emails where appropriate and in line with procedures.
- Record information given during assessment interviews onto the CRM system.
- Work flexibly across different teams and locations, with support from experienced colleagues and supervisors.
- Ensure accurate records of client interactions, advice, key dates and next steps are recorded in line with organisational procedures/department standards and Citizens Advice Quality Standards
- Use IT systems in place to effectively manage emails, calendars, and other required systems and services
Please see job pack
https://docs. google. com/presentation/d/1Z1Hc Z_5g Deq MUp Sz PHg_Bt Ka242b IJt UFn1Zjd HXUuo/edit?usp=sharing
Frontline Adviser employer: Citizens Advice SORT Group
As a leading charity in the North West, we pride ourselves on being an excellent employer that fosters a collaborative and supportive work culture. Our commitment to employee growth is evident through ongoing professional development opportunities and a focus on diversity and inclusion, ensuring that every team member can thrive while making a meaningful impact in the community. With flexible working arrangements and the chance to engage with various regional locations, this role offers a unique opportunity to contribute to vital services while enjoying a fulfilling work-life balance.
Contact Details:
Citizens Advice SORT Group Recruitment Team
