38 Meyrick Street
Consumer Line - 03454 04 05 06
Welsh Language - 03454 04 05 05
Mon to Fri - 9am to 5pm
Purpose of the role:
Telephone Adviceline Assessors deal with initial phone enquiries from clients, and, if they need further advice, help them work out the best ways to deal with this.
Main Duties and responsibilities:
assess the client’s issues using listening and questioning skills across the different mediums of telephone, web chat & email
Answers ‘overflow’ calls from local Citizens Advice, so clients may be contacting from anywhere in Wales.
Identifying the nature of the client’s problem, and whether the Citizens Advice can help
Alerting supervisors if clients have emergencies or urgent advice needs, and if you need support to answer their queries
Assisting clients to use the Adviceguide website and other on line resources to access self-help information
Guiding them through this information and explaining it to them clearly
Helping clients access additional advice services where needed, including transferring calls to other agencies where appropriate
Using the Citizens Advice’s PETRA case recording system to record information about the support given
Identifying social policy issues, and contributing to Citizens Advice Pembrokeshire’s policy and campaigning work
Being respectful and supportive of clients at all times, including those with disabilities, language issues and other barriers to accessing the service
Maintaining client confidentiality
Undertaking training that is relevant to your role as a volunteer.
Personal Skills and Qualities:
Excellent verbal communication skills including telephone skills.
Good IT skills, particularly the ability to type and use the internet.
Ability to access relevant information including electronic and written materials and explain these accurately to clients.
Good numeracy and literacy skills.
Willingness to work within the Citizens Advice aims and principles, including confidentiality and equalities (training will be provided) .
Willingness to accept supervision and training and act on feedback given .
Friendliness and approachability.
Flexibility and willingness to work as part of a team
Awareness of the potential needs of, and demands placed on, vulnerable clients.