Contact Centre Adviser - Consumer

VOLUNTARY ORGANISATIONS' NETWORK NORTH EAST; Newcastle upon Tyne; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Citizens Advice Gateshead is seeking a Contact Centre Adviser - Consumer to join our national telephone-based contract team in a hybrid role. You will handle inquiries across phone, email and web chat, guiding the public on their consumer rights and responsibilities and supporting Trading Standards with key intelligence.

We value excellent communicators who are passionate about helping others. Training will be provided to ensure you excel in this role, and you will be part of a team dedicated to

Qualifications

• Experience advising on complex consumer issues.
• Training provided to gain required knowledge.
• Experience handling inquiries via multiple channels (phone, email, web chat).

Responsibilities

• Handle inquiries via phone, email, and web chat.
• Advise the public on consumer rights and responsibilities.
• Provide essential intelligence to Trading Standards.
• Contribute to a supportive, client-centred service.

Skills

Excellent communication skills

Job description

Contact Centre Adviser - Consumer at Citizens Advice Gateshead

Contract Type: Permanent

Role Type: Employment

Hours: Full or Part time

Application deadline:

Based: Hybrid

Salary: £25,880 Per Annum

Salary Type: Fixed Salary

Location: Tyne and Wear

Role description: Project Support

Are you an excellent communicator with a passion for helping others? We have the perfect opportunity !

About the role

As a Contact Centre Adviser - Consumer you will join one of our high-performing national telephone-based contracts. You will play a key role in our mission to support the general public to exercise their consumer rights.

What you'll be doing

You will handle inquiries through phone, email, and web chat, advising the general public about their rights and responsibilities associated with the purchase of goods and services, and provide Trading Standards Authorities with the essential intelligence they need to protect people from rogue traders. We are seeking someone with experience in advising on complex issues. We will provide you with training so you are able to gain the knowledge you will require to excel in this role.

Your commitment to our charity’s values will be vital in providing the best possible support to our clients.

Suitable candidates will be invited to a meet the team day experiencing first hand what we do! If you have the skills to provide exceptional advice and support through various channels we would love to find out what you would bring to the role.

Why choose to work for us?

We're looking for a talented people to help us achieve our vision of a fair society for all, with lives well-lived. We're committed to putting clients' needs first through our core values and culture by standing up against injustices, driving innovation and change, and taking ownership of actions, all aimed at creating a tangible and positive impact on people's lives.

Being your whole self in the workplace

Learning and Development - through our Brilliance programme you will access training, workshops and coaching to develop your skills and knowledge both within and beyond your job role, so you can be your best self at work and in all aspects of your life.

The important stuff

As a forward-thinking organisation our colleagues enjoy the benefits of the 4-day week initiative*. Subject to successfully completing probation. We are looking at new ways of working to deliver a positive impact on our clients and colleagues. Our teams are motivated to maintain productivity measures and are enjoying the extra flexibility.

22 days plus bank holidays, rising after 2 years’ service *pro rated

Health & well-being of our colleagues is our priority. We have achieved Gold status ‘Better Health at Work Award’.

You can join to our Employee Assistance scheme giving you access to free Health advice, counselling services and legal guidance.

We are officially a Great Place to Work!