Trainee Adviser

Citizens Advice Brent Trainee Adviser role profile

Re: Full Time, 37.5 hours per week, £27,000.

The role is to train as an adviser. You will learn about all aspects of our work including giving advice through various channels, mainly the telephone but also email, webchat and face to face. You will learn about our research & campaigns work. The trainee role will lead on to developing your knowledge and skills in different enquiry areas and/ or to develop support and supervision skills.

Information gathering

● Answering telephone calls/emails/web chats from members of the public in a sensitive and sympathetic manner

● Ensuring GDPR and that consent is gathered from the client.

Advice giving

● Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities

● Use Citizens Advice resources to find, interpret and communicate relevant information to clients

● Complete benefits checks when appropriate

● Act for the client where necessary using appropriate communication skills and channels

● Refer internally or to other specialist agencies as appropriate

● Ensure all work meets quality standards and the requirements of the funder and Citizens Advice

● Ensure work reflects and supports Citizens Advice's equality and diversity strategy

● Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation

● Complete the required training to comply with quality assurance processes.

Professional development

● Attend relevant internal and external meetings as agreed with the line manager.

● Prepare for and attend supervision sessions / team meetings / staff meetings as appropriate.

● Undergo relevant training as identified with your line manager to achieve the competence relevant to your role

● Comply with quality assurance processes and their requirements.

Research and campaigns

● Support the Leadership team on any campaigns the team is working on.

● Help the Leadership Team by identifying growing advice trends

Administration

● Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production

● Ensure GDPR compliant training is completed on an annual basis

● Ensure all work conforms to the organisation’s systems and procedures.

Other duties and responsibilities

● Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service

● Demonstrate commitment to the aims and policies of Citizens Advice

● Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.

Person specification

Essential

1. Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of the calls with them

2. Ability to research and interpret complex information, and communicate this clearly, verbally and in writing

3. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively

4. Good IT knowledge and the ability to use IT systems and packages, and resources in the provision of advice, record keeping and document production

5. Ability to work in a confidential environment with an understanding of information assurance and safety in those settings

6. Willingness and ability to commit to a rota within the core hours of the service.

7. Ability to commit to and work with the aims, principles and policies of the Citizens Advice service

8. A good up to date understanding of equality and diversity and its application to the provision of advice

9. Ability to monitor and maintain standards for advice provision and quality assurance.

Desirable

10.Experience within Citizens Advice service and already working towards developing knowledge of multiple enquiry areas.

In accordance with Citizens Advice national policy, we may need the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.