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Trainee Generalist Advisor

Hours:          37.5 hours per week 

Term:            Fixed term until 31st March 2026

Location:     Office – Rotherham

Salary:          £23,918 – £25,858 FTE (depending on experience)

Purpose of Post 

Citizens Advice Rotherham & District (CARD) is looking for a trainee advisor to join our busy and friendly advice team to provide an effective service for clients contacting our local and national services. This is an exciting opportunity to help us meet the increasing demand for our advice services in these challenging times.

We are seeking candidates with helpline/busy call centre and customer service experience to provide high-quality information and advice to clients on a wide range of subjects. Training in advice areas will be given to the candidate who can demonstrate a passion for making a difference and the necessary research, customer service and digital skills required for this role. The successful candidate will work in the Advice team, supporting clients via multiple channels, including via an inbound telephone service, face to face, during drop-in sessions, webchat/emails and within outreaches across Rotherham.

We’re looking for someone who:

  • Has at least 12 months of recent experience delivering high-quality digital support or advice in a busy call centre / digital environment whilst maintaining quality standards.
  • Ability to adapt to client needs by adapting your own approach to support clients accessing us via multiple channels, including telephone, face-to-face and digital platforms.
  • Ability to research difficult advice issues within reputable sources and convey complex information to the client, ensuring that they have understood.
  • Excellent written and verbal communication skills.
    Ability to understand and assimilate complex information.
  • Be competent and confident in the use of Google IT systems, Zoom, intranets, email and case management systems.
  • Experience working to performance targets in a fast-paced environment.
  • Excellent customer service skills with a non-judgemental approach.
  • Ability to write detailed and quality case notes.
  • Ability to type and talk.
  • Ability to work under pressure and deliver quality on time.
  • Ability to work on your own unsupervised and as part of a team.

Are you looking to make a real difference for your community?

To apply, please download and the Trainee Generalist Advisor Application Pack and the Diversity and Monitoring Form here.

Please send your completed application form and Diversity and Monitoring Form to careers@citizensadvicerotherham.org.uk

Application Deadline : 9am Monday 24th March 2025

Expected interviews : Thursday 27th March at our town centre office. 
Located at: 2 Upper Millgate, Rotherham, South Yorkshire, S60 1PF

Please note CV’s are not accepted

Exciting opportunity to join Citizens Advice Rotherham and District

  • Position: Help To Claim Adviser & Adviceline Telephone Adviser (Split Role)
  • Hours: 37.5 Hours Per Week
  • Status: Permanent Position
  • Salary: £24,054
  • Holiday: 30 Days (Plus Bank Holidays)
  • Responsible To: Advice Services Manager

Closing Date: Monday 3rd April 2023

Interview Date: Thursday 6th April 2023

Please note all CARD staff are currently working from home. Going forward all Adviceline staff may be required to attend outreach sessions across Rotherham & District.

Citizens Advice Rotherham & District (CARD) is looking for a telephone adviser for a split role between our busy and friendly Adviceline and Help to Claim teams. To provide an effective service for clients contacting our local and national Adviceline, as well as provide an effective and efficient support service for first time Universal Credit claimants in England, Wales and Scotland. This is an exciting opportunity to help us meet increasing demand for our advice and Help to Claim services in these challenging times.

Our Adviceline telephone advisers are often the first point of contact with the public. Their role is to assess a client’s needs and decide the best next step to help resolve the issue. Advice and information will be given over the phone, in addition to self-help materials designed, to empower clients to help themselves. This service is delivered from 9am to 5pm, Monday to Friday.

Our Help To Claim advisers help claimants with their initial Universal Credit claim, up to the point where they receive their first full payment. This service is delivered from 8am to 6pm, Monday to Friday.

What we are looking for:

We are looking for positive, committed people who enjoy helping members of the public using a multitude of accessible channels such as phone, webchat, video etc. This is an ideal opportunity for ambitious individuals, with outstanding telephone customer service skills, to join us and develop a rewarding career.

You will receive comprehensive training to learn about the advice we provide and be trained on our systems and processes, ensuring you have all the skills you need to succeed and thrive in this role. So, if you enjoy working within a target driven environment, where the client is at the heart of everything we do, this is the role for you.

About us:

At Citizens Advice Rotherham and District we provide free, confidential, impartial and independent advice and information on a wide range of subjects. We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds.

How to apply:

Download the documents below and send the diversity form and application form to careers@citizensadvicerotherham.org.uk

  • Application form
  • Application guidance notes
  • Diversity and monitoring form
  • Job description and person specification

Closing date: 9am Monday 3rd April 2023
Interviews: Thursday 6th April 2023

Please note CVs are not accepted.

Interviews will take place via Zoom.