Job title: Adviceline Generalist Adviser
Role summary: The ideal applicant will have experience working with an advice agency or in other client-facing advice roles.
However, we would be willing to offer a trainee position to the right candidate who can demonstrate: how they otherwise meet the person specification, a true passion for helping people, and a strong commitment to the aims and principles of our service.
Advice ● Provide information and advice covering the full range of generalist areas, including Benefits and Debt, delivered via our Adviceline telephone service. ● Assess client problems using sensitive listening and questioning skills, maintaining control of the call using active listening and verbal prompts. ● Research and explore options to allow clients to make informed decisions. ● Assess and agree on the appropriate level of assistance, considering the client’s capability, problem complexity, and organisational resources available. ● Conduct benefit checks and debt assessments where required. ● Speak to third parties in conjunction with the client where necessary. ● Assist clients where necessary by calculating, negotiating, drafting or writing letters/emails and telephoning. ● Identify emergency issues and refer appropriately to other advisers or specialist agencies. ● Consult with and take direction from the Advice Session Supervisor when needed. ● Manage own time effectively using the performance data and call queue within our Adviceline’s telephony system. Research & Campaigns ● Assist with research and campaigns by providing information about clients’ circumstances through evidence forms. Professional Development & Quality ● Ensure all advice conforms to organisational standards including the Advice Quality Standard (AQS) and our Equality, Diversity, and Inclusion (EDI) policy. ● Keep up to date with legislation, case law, and policies and procedures relating to all advice areas. ● Take advantage of learning opportunities available to meet the requirements of the role, including training, courses, and feedback from supervisor or peers. ● Attend briefings, supervisions, and team meetings as agreed with the line manager. Administration ● Maintain accurate case records on our case recording system, Casebook. ● Work within the organisation’s agreed systems and protocols by utilising internal templates, documents, and information management systems. Other ● Support the aims and principles of the Citizens Advice service and its equality, diversity and inclusion policies. ● Perform any other tasks commensurate with the role, as directed by the line manager. For full details on the role and how to apply please visit the website. |
Job location: Any of the Oxfordshire office locations, including: Abingdon, Didcot, Henley, Oxford, Thame, and Witney. Hybrid working considered.
Salary: £23,355.78 – £24,396.08 (full time is 37 hours)
£14,013.47 – £14,637.65 pro rata for 22.2 hrs per week (0.6 FTE)
Closing date: 9am on Monday 16th March.