Adviceline: 0300 3309 077
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Claro Website Reader

Claro Website Reader will read any text on this website out to you. Plug in your headphones and use it now!

Click here if you want to know more.

“How do I use the Claro Website Reader?”

Play & Stop

Click and Play: click on a sentence and click play.
Text Select: highlight some text to hear it read aloud.
Stop: press the stop button to stop voice immediately.

Settings

Settings: more readability settings and to change the voice.
Voices: the default language will match this web page or your browser.

Webchat & email advisers

Webchat & email advice is an exciting new opportunity for us to provide help to people in a different way. This option provides information, signposting or simple advice to people accessing the service in this way.

Role of a Webchat & email adviser

This role involves:

  • Interviewing clients online to help them to set priorities and understand their options, so they can make an informed decision
  • Identifying when it’s necessary to move the client to a more appropriate channel for their needs (ie. face to face appointment)
  • Completing clear and accurate case records, including a transcript of the webchat.
  • Recognising the root causes of problems and taking appropriate action
  • Working as part of the team to identify and report research and campaign issues
  • Keeping up to date on important issues by attending the appropriate training, attending volunteer meetings, and undertaking essential reading, including becoming familiar with the Citizens Advice public site
  • Assisting with local research and campaigns

Personal skills/attributes of a webchat/ email adviser

  • Good written communication skills, including good grammar and spelling
  • Polite, professional telephone manner
  • Ability to work on own initiative and as part of a team
  • Willingness to learn and develop skills
  • Basic maths skills, including percentages
  • Proficient in using digital tools, especially as a main method of communication
  • Ability to quickly interpret client needs using only written information
  • Good typing skills
  • Ability to sift through information and find relevant details quickly
  • An understanding of and a commitment to the Service aims and principles

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