Consumer Service Telephone Adviser (Gainsborough)

To undertake an assessment of consumer advice needs in order to direct callers towards the most appropriate advice to support them in the resolution of their problem.

Further details

• To deliver an excellent customer service


• To conduct short, focused interviews by telephone to explore the customer's situation and issues that need resolving


• To make a judgement about what the next steps should be. Based on understanding the problem, the customer's capability and effective use of resources and other agencies that provide advice


• Where appropriate, provide quality assured, assisted self-help information / early intervention information


• Where appropriate, refer or signpost customers to one of the external partners in line with documented procedures.


Ability to undertake relevant and comprehensive training to become competent in the role.,
• Criminal convictions: having criminal record will not necessarily bar you from working with CALindsey - much will depend on the type of job you have applied for and the background and circumstances of your offence. If you have any previous convictions not regarded as spent under the Rehabilitation of Offenders Act 1974 please provide details of the offence and the date of conviction.


• Have you uploaded your Covering Letter (describing how you meet the person specifications) with this application? (Please note that applications submitted without a covering letter will NOT be considered).


• Are you a current client of Citizens Advice?
  
  Proven experience of providing a high standard of customer service in a fast paced, target driven environment


• Experience of listening and questioning with an ability to manage challenging situations


• Ability to work individually and as part of a productive team


• Ability to retain information and apply this knowledge appropriately to the needs of the caller.


• Ability to communicate information effectively both verbally and in writing to callers in a clear and understandable format


• Ability to work effectively and with accuracy in a fast paced call centre environment with minimum supervision


• Understanding of and commitment to the aims, principles and equality policies of Citizens Advice
  
  Citizens Advice Lincoln & Lindsey requires Telephone Advisers for our Consumer Service Call Centre


Located at Guildhall, Marshalls Yard Gainsborough, Lincolnshire DN21 2NA