Customer Adviser

Age UK; Highweek; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

26 days annual leave

Bank holidays

Annual leave purchase scheme

Wellbeing days

Pension scheme

Life assurance

Health cashback plan and EAP

Car benefit scheme

Cycle to Work Scheme

Season Ticket Loan

Techscheme

Blue Light Card

You Did It Awards

Additional benefits

Job summary

Age UK is seeking a Customer Adviser to provide information and signpost for older people, families and carers. You will handle calls, emails and webchats with care, supporting vulnerable individuals and safeguarding concerns while maintaining data privacy.

You will operate in a hybrid model, with office attendance at least quarterly and a flexible shift pattern including weekends and bank holidays. Training and support are provided.

Qualifications

• Ability to communicate with a wide range of people in a professional manner.
• Ability to deal with difficult and distressed callers calmly and politely.
• Ability to handle confidential, sensitive information in line with current legislation.
• Commitment to customer care and equal opportunities.
• Good numeracy and literacy skills.
• Accurate data entry skills.
• Excellent communication skills including a confident telephone manner.

Responsibilities

• Provide information and signpost to relevant bodies for older people and carers.
• Handle calls, emails and webchats with empathy and accuracy.
• Support safeguarding and sensitive situations in line with policy.
• Work in a hybrid pattern, attending office at least every 3 months.
• Cover a variety of shifts, including weekends and bank holidays.

Skills

Communication skills

Telephone etiquette

Distressed callers handling

Data entry accuracy

Confidentiality

Customer care

Numeracy & literacy

Job description

As a Customer Adviser, you will be playing an important role in this vital service; providing information and advice for older people in need, and signposting them, their families, carers and other professionals to relevant bodies that can help with their specific requirements. This is a rewarding but sometimes challenging role. You will speak to older people facing a wide range of situations, including loneliness, financial difficulty, and occasionally safeguarding concerns. Our team of Customer Advisers are dedicated to providing a high-quality service to those in later life and are passionate about ensuring all callers receive the guidance and support they need. The team handles thousands of calls, emails and webchats each year. Some of these enquiries can be emotionally tough, but there is no better feeling than knowing that you have helped someone. If you are passionate about helping others while providing an excellent customer service, this may be the role for you. This role offers hybrid working between home and our offices in either Blackpool in Lancashire or Ashburton in Devon (a robust home broadband connection is essential). This means you would be expected to attend office a minimum of once every 3 months, although this can be more if you prefer. You may be asked to attend office more regularly than these minimum requirements. You will need to live within an easily commutable distance of the office either by car or public transport, we suggest up to 1hr 30mins commute. The Advice Line is open from 8am to 7pm, 365 days of the year and you will be required to work a variety of shifts including some weekends and bank holidays. Full-time contracts are for 35 hours per week.

Equal opportunities & Disability Confident Scheme

Age UK is an equal opportunities and Disability Confident employer and welcomes applications from all suitably qualified and eligible candidates. We reserve the right to limit the overall number of interviews offered and therefore it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job. All equalities monitoring information is anonymised and not shared with the hiring panel. Disabled job seekers can access reasonable adjustments at any stage of the recruitment process by contacting the Recruitment Team. Disability disclosures will be kept confidential, shared only where necessary, and will not be considered as part of the hiring decision. We review applications as they are received and may close the advert early, so early applications are encouraged.

• Experience of computer-based systems, applications, and keyboard skills. A, I, T
• Experience of working to set time scales. A, I

Skills and Knowledge

• Ability to communicate with a wide range of people in a professional manner. I
• Ability to deal with difficult and distressed callers calmly and politely. I
• Ability to handle confidential, sensitive information and personal details professionally and in line with current legislation. I
• Commitment to customer care and equal opportunities. A, I
• Good numeracy and literacy skills. A, T
• Accurate data entry skills. A, T
• Excellent communication skills including a confident telephone manner. I

Personal attributes

• Personal resilience in dealing with difficult and distressed callers whilst managing own wellbeing. A, I
• Flexible approach to hours of work. I, Experience of working in a contact centre or contact centre environment. A, I
• Experience of providing information and signposting on a broad range of subjects. A, I

Skills and knowledge

• Knowledge of issues which affect older people. A, I
  Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Wellbeing days - 2 paid days per year (pro rata for our part-time colleagues)
• Excellent pension scheme, life assurance, Health cashback plan and EAP
• Car Benefit Scheme (Subject to affordability), Cycle to Work Scheme and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards - recognition awards from £100-250
• Many additional benefits