Network Support Assistant

Citizens Advice; Birmingham; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Citizens Advice in Birmingham seeks a Network Support Assistant to be the first point of contact for the public and local network, triaging and resolving foundational enquiries and escalating complex matters to subject experts. You will support multiple locations and help maintain essential workflows.

We offer flexible, blended working arrangements with many colleagues working remotely, and opportunities to contribute to a national network through diverse duties such as recruitment postings and

Qualifications

• Ability to work within a team responsible for supporting local offices in the delivery and of high quality multi-channel enquiry services across multiple locations.
• Understanding of how contact centres and/or advice centres operate and performance is measured, including the management of services in accordance with set Key Performance Indicators.
• Strong organisational skills, with proven ability to plan and organise your own work in a busy environment, working accurately to agreed deadlines.
• Good interpersonal and communication skills and an ability to build and maintain effective working relationships internally and externally.
• Experience of using ticketing systems, and Google apps or other collaborative technologies to support teamwork and management.

Responsibilities

• Triage and resolve foundational enquiries while ensuring complex matters are escalated to subject matter experts.
• Manage essential operational workflows from publishing recruitment adverts to coordinating Royal visits and maintaining the national member register.

Skills

Team collaboration

Contact centre operations

Organisation

Interpersonal skills

Ticketing systems / Google apps

Tools

Ticketing systems

Google apps

Job description

About the role

As a Network Support Assistant, you are National Citizens Advice’s first point of contact for the public and the local Citizens Advice network, delivering a high-quality, multi-channel enquiry and support service. You will triage and resolve foundational enquiries while ensuring complex matters are seamlessly escalated to subject matter experts.

In response to support requests from the network, you manage essential operational workflows, from publishing recruitment adverts to coordinating prestigious Royal visits and helping to maintain the integrity of the national member register.

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

About you

Please provide details in your cover letter to evidence the following essential criteria. Please make sure your cover letter provides evidence for the essential criteria succinctly.

• Ability to work within a team responsible for supporting local offices in the delivery and of high quality multi-channel enquiry services across multiple locations.
• Understanding of how contact centres and/or advice centres operate and performance is measured, including the management of services in accordance with set Key Performance Indicators.
• Strong organisational skills, with proven ability to plan and organise your own work in a busy environment, working accurately to agreed deadlines.
• Good interpersonal and communication skills and an ability to build and maintain effective working relationships internally and externally.
• Experience of using ticketing systems, and Google apps or other collaborative technologies to support teamwork and management.

About us

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales. Location of this post: Blended between office and home (England and Wales). Time in office negotiable.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.

Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at‑risk box in your application.

This vacancy closes at 23.59 on the closing date.

For more information about the organisation, our values and benefits please see the following link - Information, values and benefits

Need help with your application, see our useful how to guides on the following page - Guidance notes for applicants