PURPOSE OF THE JOB
The principal focus of the post is to:
1. Be the initial point of contact for consumer enquiries.

2. Make contact with referred customers by telephone/digital channels to undertake an assessment of their consumer advice needs to direct them towards the most appropriate advice to support in the resolution of their problem.

3. Work in accordance with the performance and quality standards of the consumer service

MAIN DUTIES & RESPONSIBILITIES

1. Service Delivery

1.1, To deliver excellent customer service.

1.2. To conduct short, focused interviews either by telephone or digitally to explore the customer's situation and issues that need resolving.

1.3. To make a judgement about what the next steps should be, based on understanding the problem, the customers capability and effective use of resources and other agencies which provide advice.

1.4. Where appropriate to provide quality assured assisted self-help information/early intervention information.

1.5. Where appropriate refer or signpost customers to one of the external partners in line with documented procedures.

1.6. To ensure all customer work is entered onto the relevant case recording system (FLARE 21).

1.7. To maintain detailed and accurate statistical information as required by the Consumer Service.

1.8. To staff the telephone during the Service opening hours.

2. Referral and Signposting Management

Where additional advice needs are identified follow our documented procedures to refer or signpost those customers to an:
∙
Agreed external partner
Local Citizens Advice

3. Performance and Quality Standards

3.1. To meet the individual key performance targets and performance targets of the Consumer Service daily, weekly, monthly and annually.

3.2. To adhere to the documented Consumer Service quality standards.

4. Team Working

To work collaboratively with volunteers by providing:

Day to day on-site support and guidance.

On-going coaching and mentoring.

5. Personal Development and Training

5.1. To attend regular support and supervision meetings and annual appraisal as required.

5.2. Self-identify own development needs and attend training opportunities.

5.3. To maintain an up to date knowledge of consumer law and changes in consumer practices.

5.4. To attend staff meetings as required.