Telephone Assessor

Role Overview

This position involves delivering exceptional telephone and digital assessment services to clients addressing a variety of issues via the Advice Lewisham Enquiryline. The role operates remotely within a fixed-term 6-month contract with potential for extension, offering a full-time work schedule of 35 hours per week and an annual salary of A326,936.

Key Responsibilities

• Conduct telephone interviews to evaluate clients' advice needs utilizing sensitive listening and targeted questioning techniques.
• Gather and identify essential details relating to clients' cases, mindful of deadlines and urgency.
• Determine the suitable level of support, balancing client independence, problem complexity, and available organizational resources.
• Deliver assisted information services, referral guidance, and occasionally full advice with supervisory assistance, including independent research to clarify client issues.
• Accurately document assessments and subsequent actions in the casebook database, adhering to Citizens Advice case recording guidelines.
• Maintain current knowledge of relevant legislation, policies, and procedures through ongoing training and a review of pertinent publications.
• Participate in internal and external meetings, supervision sessions, and team or staff meetings as scheduled.
• Employ IT tools for statistical data collection related to research, campaigns, funding, and record maintenance, ensuring compliance with annual IT assurance training.
• Compile statistical reports detailing client volumes and case types.
• Complete quality assurance training necessary for maintaining service standards.
• Adhere to health and safety protocols and contribute to a safe working environment for self and colleagues.
• Perform any additional duties within the scope of the position to support service delivery and development.

Candidate Profile

• Previous experience in Citizens Advice Gateway assessment or an equivalent advice needs evaluation role.
• Strong knowledge of the benefits system.
• Commitment to the values, aims, and policies of the Citizens Advice service.
• Current understanding of equality and diversity principles applied to advisory services.
• Skill in interviewing clients empathetically and effectively to identify core advisory issues and empower them, while maintaining interview structure.
• Proficiency in case recording following Citizens Advice standards.
• Ability to provide and receive feedback constructively and sensitively, along with monitoring personal performance.
• Excellent verbal and written communication, particularly in case documentation and form completion.
• Awareness of social issues affecting clients and service delivery.
• Competency in using IT systems and electronic resources appropriate for advice provision and documentation.
• Team-oriented mindset with a dedication to continuous professional growth.
• Ability to interpret statistics and verify calculations.

Preferred Qualifications

• Certification as a Citizens Advice Gateway Assessor.
• Experience with the Casebook case management system.
• Background in providing telephone advice assessments.

Additional Information

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