Telephone & Webchat Assessor – Local Services

Website plymouthCAB Citizens Advice Plymouth

Starting Salary:
£18,298.78 rising to £19,191.90 per year (pro rata) on successful completion of probation

Working Hours:
Full-time – 37 hours per week & Part-time – 18.5 hours per week
Monday to Thursday 09:00-17:00 & Friday 09:00-16:30

About the role:
We are looking to appoint a Telephone & Digital Assessor to work as part of our busy contact centre style team to meet the demand on our national telephone helpline, Facebook, email and webchat service.

The Gateway Team are the first point of contact for members of the public contacting Citizens Advice Plymouth. The public can contact us for advice by telephone, or digital options and an Assessor is there to establish what the client need is and plays a vital role in the client experience.

As an Assessor you will ensure that all relevant information is collected efficiently and accurately. You will explore the client’s issues and understand the core problem while using a holistic approach to consider any underlying and overlapping issues in order to provide the best options for the client and help progress their query as much as possible on their initial contact through providing tailored information, signposting, referrals or on occasion general advice.

Training:
Full training will be provided.  Candidates must be able to attend our training course at our office at Cobourg House, Plymouth for the first 4-6 weeks of employment.

About Citizens Advice Plymouth:
Citizens Advice Plymouth are part of the Citizens Advice national network of over 200 organisations offering free confidential advice and information across England and Wales. We are now one of the largest local offices in the network with approximately 180 staff.

Working at Citizens Advice Plymouth:
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds.

We particularly welcome applications from candidates who are disabled, or people from Black, Asian and minority ethnic backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates. As part of our commitment to employ a more diverse workforce, we guarantee to interview all candidates who have these protected characteristics if they also meet the minimum essential criteria set out in the person specification.

Please let us know if you need us to adapt our application process so there are no barriers for you to apply.   If you are offered an interview, we will send you the interview questions 24 hours in advance. We will also meet any reasonable adjustment requests.

Contract:
Permanent.
The employer for this post is Citizens Advice Plymouth

Work base:
Hybrid model – home working and office working at Cobourg House, Mayflower Street, Plymouth (on completion of training).

The safety of our staff, volunteers, and clients has been our top priority throughout the Covid-19 pandemic, and we have safety measures in place in our office to reduce the risk.

Advert closing:
Friday 27th May 2022 at 9am
(Please note we reserve the right to withdraw an advertised post at any time).

To apply for these roles:
1. Download our application pack from our website: https://citizensadviceplymouth.org.uk/telephone-digital-assessor/
2. Completed applications should be returned to recruitment@citizensadviceplymouth.org.uk by the closing date/time.
3. Please note we are not accepting CVs for this role.

To apply for this job please visit citizensadviceplymouth.org.uk.

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