Frontline Adviser

Job description

About

We're looking for a flexible and compassionate adviser to join our team, working across our community outreach venues and our Adviceline service depending on demand. This role plays a vital part in helping people across Greater Manchester access timely, quality advice, whether face-to-face in local venues or over the phone through our Adviceline system and digital services.

The ideal candidate will have experience of working within a target driven environment where excellent customer service is provided and the client is at the heart of everything you do. You will have the ability to control a telephone, face-to-face interview and/or digital communications whilst gaining the right level of information from the client, allowing you to support the client's next steps in solving their issue.

This is a mobile role, so a willingness and ability to travel across Greater Manchester is essential.

This is a great opportunity for someone looking to make a difference to people's lives, supporting some of the most vulnerable people in society and helping them find a way forward.

What you'll be doing

- Provide face-to-face drop-in advice sessions at community venues and hubs.

- Deliver one-to-one appointments for clients needing more in-depth or ongoing support.

- Deliver high-quality, person-centred advice across areas such as Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues (full training and supervision available).

- Conduct telephone advice and information assessments on our Adviceline service, providing short advice, and identifying appropriate next steps such as casework or referrals.

- Answer advice requests via our digital services such as webchat, WhatsApp and video advice.

- Accurately record client interactions and casework on our digital case management systems.

- Signpost clients appropriately to suit their needs, following agreed protocols.

- Use sound judgement and problem-solving skills in a fast-paced, varied environment.

- Follow up assessments with emails where appropriate and in line with procedures.

- Record information given during assessment interviews onto the CRM system.

- Work flexibly across different teams and locations, with support from experienced colleagues and supervisors.

- Ensure accurate records of client interactions, advice, key dates and next steps are recorded in line with organisational procedures, department standards and Citizens Advice Quality Standards.

- Use IT systems in place to effectively manage emails, calendars, and other required systems and services.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Please read the job pack for more details: https://docs.google.com/presentation/d/1qCEKQRa5b_x7Q6QUFA5ZzbbZZ3u9oCyJHcELlcOx2FI/edit?usp=sharing

Salary: £25,844 to £28,261

Job benefits

- Flexible working opportunities

- 30 days annual leave + bank holidays, pro rata (plus additional days for length of service)

- 3% employer contribution

- Employee assistance scheme

- Salary sacrifice scheme

- Perks and savings scheme

- Mental health and wider wellbeing initiatives

- Learning, development and growth opportunities