Trainee Adviser — Multi-Channel Help & Advice

Citizens Advice Torridge North Mid and West Devon; Barnstaple; On-site; GBP 23,000 - 28,000; Full time

Job summary

Citizens Advice Torridge North Mid and West Devon is seeking an enthusiastic trainee adviser to join our multi-channel service. You’ll support clients face-to-face, by phone, via digital channels and email, with a strong focus on listening and clear communication. Training will develop you into a qualified adviser.

Based at one of our offices in the Torridge, North, Mid and West Devon area, travel to other offices may be required.

Qualifications

• Customer service experience across face-to-face, telephone and digital channels.
• Excellent verbal and written communication.
• Full driving licence and car access.
• Experience using sensitive listening and questioning skills.
• Ability to give and receive feedback objectively.
• Ability to use multiple telephony and IT systems (email, webchat, telephone).
• Experience with Microsoft Office 365.
• Commitment to personal development in advice giving.
• Understanding of equity, diversity and inclusion.
• Knowledge or experience of the benefits system.
• Experience with client management and database systems.

Responsibilities

• Provide advice to external clients via face-to-face interviews or by telephone.
• Research options impartially to support client decisions.
• Provide administrative support across the service.
• Refer to specialist services when appropriate.
• Gather information to support Research and Campaigns.
• Maintain detailed case records for continuity and reporting.

Skills

Customer service

Communication skills

Driving licence

Active listening

Feedback skills

Multi-channel IT

MS Office 365

Personal development

Equity & Inclusion

Benefits knowledge

Client management

Database systems

Tools

MS Office 365

Job description

Citizens Advice Torridge North Mid and West Devon is seeking an enthusiastic trainee adviser to join our multi-channel service. You’ll support clients face-to-face, by phone, via digital channels and email, with a strong focus on listening and clear communication. Training will develop you into a qualified adviser.

Based at one of our offices in the Torridge, North, Mid and West Devon area, travel to other offices may be required.