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Trainee Generalist Advisor

Hours:            37.5 hours PW (Mon-Fri 9-5) 

Term:              Permanent position 

Location:     Office Based 2 Upper Millgate, Rotherham, S60 1PF 

Salary:          £23,918 – £25,858

Purpose of Post 

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.

This is an exciting opportunity to work within our Advice team to help us meet and support increasing demand for our services in these challenging times. 

We’re looking for someone who:

  • With at least 12 months of recent experience of delivering high-quality digital support or advice in a busy call centre / digital environment whilst maintaining quality standards.
  • Is flexible and has the ability to adapt the service to meet client’s needs.
  • Is able to research difficult advice issues using reputable sources and convey complex information to clients, ensuring that they have understood.
  • Has excellent written and verbal communication skills.
  • Is competent and confident in the use of Google IT systems, Zoom, intranets, email and case management systems.
  • Demonstrable experience of working towards performance targets.
  • Is able to work confidently unsupervised and as part of a team.
  • Capable of working under pressure whilst delivering quality and timely results.
  • Has excellent customer service skills with a non-judgemental approach.

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

Download the Trainee Generalist Adviser Application Pack and send to  [email protected]

Application Deadline : 9am Monday 26th of August 

Expected interviews : Thursday 29th of August 

Please note CV’s are not accepted 

Interviews will take place at our office: 2 Upper Millgate, Rotherham, S60 1P

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 [email protected]

  • 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.