Consumer Service Adviser Job description and person specification Purpose of the job Citizens Advice Sheffield provides a range of advice and advocacy services through digital means, by telephone and in person. We seek to empower our clients and support them to improve their confidence and capability on a wide range of issues. We aim for excellence. Our ambition is to be among the best advice services in the country, and one of the leading voluntary and community organisations in Sheffield. We campaign for change to social policy to improve the well-being of the people and communities we support. The Consumer Helpline is open every week day and is a dedicated service for people from across the whole of England and Wales to contact with consumer enquiries (General Consumer, Energy - including Heat Networks, Post) Your role will be answering incoming calls and digital contacts to undertake an assessment of the consumer advice needs and to provide relevant help and advice to support in the resolution of the clients issue. You will be working in a busy, target driven contact centre environment managing a high volume of incoming telephone calls and digital contacts from some of the most vulnerable people in the community. We may also ask you to deliver other services, depending on the business needs of the organisation. Main duties and responsibilities ● To deliver excellent customer service. ● To conduct short, focused interviews either by telephone or digitally to explore the clients situation and issues that need resolving. ● To make a judgement about what the next steps should be, based on understanding the problem, the clients ability and effective use of resources and other agencies which provide advice. ● Where appropriate to provide quality assured assisted self-help information/early intervention information. ● Where appropriate refer or signpost clients to one of the external partners in line with documented procedures. ● To ensure all clients work is entered onto the relevant case recording system in line with the quality requirements of the service. ● To maintain detailed and accurate statistical information as required by the Consumer Service and identify and report evidence to support social policy campaigns. ● Where additional advice needs are identified follow our documented procedures to refer or signpost those customers to an agreed external partner or a Local Citizens Advice office. ● Ensure that service and individual performance standards and targets are met ● To adhere to the documented Consumer Service quality standards. ● Any other duties deemed necessary for the delivery of the service. Professional learning and development Consumer Service Advisers are required to complete the relevant Consumer service training programme (General Consumer, Energy including Heat Networks or Post) and other mandatory training. They will also need to demonstrate satisfactory achievement of adviser competencies within six months of starting the role. All staff are required to undertake learning and development including keeping up to date with rules and legislation, policies and procedures and attending internal and external training as required. Person specification Essential: Knowledge and experience in ● The delivery of excellence in customer service across digital and telephone channels including requirement for accurate record keeping ● Experience of working with others to deliver a service Skills and abilities ● The ability to understand and assimilate complex information and apply it to a ● client’s circumstances ● Excellent communication skills ● Strong IT skills and have the ability to quickly and accurately record information ● ● Ability to undertake self-directed independent learning and also to learn as part of a including the ability to talk and type. group in a classroom environment Aptitude Commitment to: ● Working flexibly across multiple channels and to adapting to changing needs and priorities ● Team and partnership working ● Reliability and excellent time keeping ● The delivery of service and individual performance standards ● Valuing diversity and understanding of the barriers people face ● Flexibility and willingness to be available to work on a rota between the hours ● of 8am and 6pm Monday to Friday. ● The goals and values of Citizens Advice Sheffield Qualifications and training ● No specific prior qualifications for the role as full training will be provided but evidence of recent learning and a commitment to further learning is essential.