Telephone Assessor

We're an ambitious charity determined to deliver quality services to our communities. Each year we improve the lives of tens of thousands of local people from across Stockport, Oldham, Rochdale and Trafford by sharing information and offering advice, support and guidance.

Working on our telephone AdviceLine service and/or our digital video, webchat and social media channels, you will provide a triage service to clients from across Stockport, Oldham, Rochdale and Trafford supporting them to get the advice they need for the problems they face.

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 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.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Please apply by providing your CV and cover letter outlining why you would be suitable for this role.

Role profile:

Assessing

• Assess clients' problem(s) using sensitive listening and questioning skills.


• Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action.


• Identify and summarise the essence of the problem.


• Undertake research using Citizens Advice, Government and other authorised sources.


• Assess and agree on the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and available resources.


• Refer clients appropriately (both internally and externally) to suit client's needs following agreed protocols, including making arrangements and informing clients of what to expect.


• Signpost clients appropriately to suit their needs, following agreed protocols.


• Record information given during assessment interviews onto the CRM system.


• Ensure that all work conforms to organisational standards/department standards and Citizens Advice Quality standards.


• Use IT for statistical recording of information.


• Follow up assessments with emails where appropriate and in line with procedures.


Providing excellent customer service

• Consistently provide excellent customer service.


• Control assessments in a fair but firm way being aware of the client's circumstances.


• Record informal and formal feedback given by clients in line with the internal procedures.


Performance management and service improvement

• Work to agreed targets as agreed with your line manager.


• As a team, support the improvement of the service offered to clients, constantly trying to streamline the service.


Research and campaigns

• Assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel.


Professional and personal development

• Keep up to date with legislation, policies and procedures and undertake appropriate training.


• Work with your line manager to develop an annual learning and development plan which meets your development needs and the needs of the organisation.


• Take an active role in the preparation of regular meetings, taking a lead on your own development.


The business is a fast-moving organisation and therefore any colleagues duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.

This job description does not constitute terms and conditions of employment. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.