We are recruiting for new vacancies under the Kickstart scheme
We are recruiting for two new vacancies under the Kickstart scheme.
These roles are 6 month Kickstart placements, which are only open to candidates aged 16-24 years old who are out of work and claiming Universal Credit. As part of the selection process, candidates will need to be confirmed as eligible by their Job Centre work coach. Unfortunately, it is not possible to consider candidates who do not meet the criteria for these roles.
Role 1 (6 positions)
Job Title: Trainee Contact Centre Advisers (Adviceline)
Desired Start Date: July 2021
Line Manager:Training & Development Lead
Hourly Wage: £9.00
Hours p/w: 25 per week Mon - Fri
Location: Leigh and home working
Number of placements: 6
Business Sector: Charity / Not for profit
Job Purpose
Contact Centre Advisers are the first point of contact for client’s accessing the service via telephone, email, web-chat or video conference platforms. By assessing the client’s needs, taking into account any emergencies and their own capacity to manage, you will decide with the client the most appropriate next steps. This could include the provision of advice or information, signposting, or arranging an appointment for them.
Key Responsibilities following training
Answering incoming calls, responding to requests for callbacks, dealing with work queues and incoming referrals, in line with relevant procedures.
Undertaking client assessments via digital channels including telephone, e-mail, webchat or video.
Making an assessment of the client’s advice needs and own capabilities and providing information/ advice as appropriate using the Citizens Advice information system.
Confirming next steps and/ or any follow up action required by the client.
Ensuring that actions you’ve agreed to take are completed, including making referrals, forwarding information to the client etc.
Undertaking case and outcomes recording using the Citizens Advice client database, and ensuring that records are accurately maintained to the required standard and within required timeframes.
Meeting individual performance targets and ensuring that the service provided meets the required quality standards.
Participate in training to ensure that knowledge and skills are maintained.
Support the Research & Campaigns work of the organisation through various channels such as case studies, data collection and client consent.
Knowledge, Skills & Experience
Committed to the aims and principles of the Citizens Advice Service
Friendly, approachable, trustworthy and reliable
Ability to stay calm in sometimes stressful situations
Willing to learn and ask questions
Able to work within a team environment to deliver high quality services for clients
Able to follow processes and procedures
IT skills in order to research information and use case recording databases
Personal Development: what else you will learn
Customer service skills
Time management skills
How to research, interpret and communicate information to others
Initiative, multitasking, problem solving
Team working and communication skills
How to complete job applications
Preparing for interviews
Mock interviews
Role 2 (1 position)
Job Title: Service Support Officer
Desired Start Date: July 2021
Line Manager: Finance & Office Manager
Hourly Wage: £8.91
Hours p/w: 25 per week Mon - Fri
Location: Leigh and home working
Number of placements: 1
Business Sector: Charity / Not for profit
Job Purpose
To provide administration and general support to colleagues and clients
Key Responsibilities following training
Providing administrative support, including typing letters, running and typing reports and database input
Providing a telephone reception service covering any section of the Company, including taking messages, referring calls and providing basic information to callers
Opening, recording and distributing incoming post and prepare and send outgoing post on a daily basis
Sending and respond to email
Photocopying, scanning and using other office machines as appropriate
Collecting and collating client feedback and outcomes
Updating client database systems
Other general admin duties as required
Knowledge, Skills & Experience
Committed to the aims and principles of the Citizens Advice Service
Friendly, approachable, trustworthy and reliable
Ability to stay calm in sometimes stressful situations
Willing to learn and ask questions
Able to work within a team environment to deliver high quality services for clients
Able to follow processes and procedures
IT skills in order to research information, use databases and undertake administrative duties
Personal Development: what else you will learn
Customer service skills
Time management skills
How to research, interpret and communicate information to others
Initiative, multitasking, problem solving
Team working and communication skills
How to complete job applications
Preparing for interviews
Mock interviews
