Citizens Advice SORT Group
Frontline Adviser
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About the Role
We’re looking for a flexible and compassionate adviser to join our team, working across our Adviceline and digital services and our community outreach venues. 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.
Responsibilities
- 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.
- 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.
- 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.
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Requirements
- Experience of working on the phone or face to face, speaking to customers/clients, providing excellent customer service using a variety of digital communication channels with customers/clients.
- Ability to research and interpret complex information and communicate this.
- Strong communication and interpersonal skills – able to listen sensitively and explain clearly.
- Confident using digital tools and case management systems to manage workload.
- Organised, self-motivated, and comfortable working both independently and as part of a dispersed team.
- Willing and able to travel across Greater Manchester to fulfil outreach and rota commitments.
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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
Application
Please see job pack: https://docs.google.com/presentation/d/1Z1HcZ_5gDeqMUpSzPHg_BtKa242bIJtUFn1ZjdHXUuo/edit?usp=sharing
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