At a Glance
- Tasks: Support clients with guidance on complaints and insurance claims while managing challenging behaviours.
- Company: Join Citizens Advice, a vital organisation helping people navigate life's challenges.
- Benefits: Enjoy a competitive salary, flexible working arrangements, and opportunities for personal growth.
- Other info: We value diversity and inclusion, welcoming applications from all backgrounds.
- Why this job: Make a real difference in people's lives every day while developing your skills.
- Qualifications: Experience in customer service and ability to handle complex situations confidently.
The predicted salary is between 31500 - 38500 £ per year.
Location: Blended between office and home (England and Wales). Time in office negotiable.
Employment type: Permanent
Salary: £20,800 actual salary, plus £2,167 London weighting if applicable.
Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever their problem.
As a Client and Regulatory Services Officer, you will provide critical guidance and support to the network regarding client management, complaints and insurance claims. Working within strict regulatory and contractual frameworks, you will manage challenging client behaviours, assess service withdrawals, and deliver high-quality, evidence-based reviews of client and volunteer complaints. Additionally, you will support the operational delivery of Citizens Advice's responsibilities as a Debt Relief Order (DRO) Competent Authority. By maintaining precise case logs and analysing trend data, you will directly influence continuous improvements to the overarching client experience.
- Experience of providing a customer focused service including dealing with difficult and/or complex situations in a confident manner.
- Ability to plan work effectively under pressure and to deadlines within a target driven environment.
- Ability to work within procedures and policies, maintaining administrative systems, including dealing with confidential material.
- Ability to work on own initiative - to monitor and maintain own standards for service delivery using proven organisational and time management skills, ensuring accuracy and attention to detail.
Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives - from debt to evictions to trouble at work - and you can be key to them getting the support they need in the quickest, easiest, and most effective way.
Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service. Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.
We're a flexible employer, so this role may suit anyone who'd prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we're open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.
The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.
Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.
Client and Regulatory Services Officer employer: Citizens Advice
Citizens Advice is an exceptional employer dedicated to making a meaningful impact in the lives of individuals across England and Wales. With a strong commitment to equity, diversity, and inclusion, we foster a supportive work culture that values every team member's contributions while offering flexible working arrangements to enhance work/life balance. Employees benefit from opportunities for professional growth and development, all while being part of a mission-driven organisation that prioritises social justice and community support.
StudySmarter Expert Advice🤫
We think this is how you could land Client and Regulatory Services Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Citizens Advice. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Citizens Advice before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client and Regulatory Services Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Citizens Advice:Your cover letter is your chance to shine! Tell us why you want to work at Citizens Advice specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Citizens Advice!
How to prepare for a job interview at Citizens Advice
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
