Consumer Adviser

Posted 19 March by Cardiff and Vale Citizens Advice Featured

We are looking for people with experience of working in a call centre environment and/or delivering advice within a legal framework. Inbound advice calls only.

Hours: Full time and Part-time, Monday - Friday

Salary: £17,000

Holidays: 25 days annual leave per annum, plus Bank Holidays

Application: Electronic applications only - CV’s only

Job Description and Person Specification

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

Service Delivery

  • To deliver an excellent customer service
  • To conduct short focused interviews either by telephone or digitally to explore the customers situation and issues that need resolving
  • 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
  • Where appropriate to provide quality assured assisted self-help information/early intervention information
  • Where appropriate refer or signpost customers to one of the external partners in line with documented procedures
  • To ensure all customer work is entered onto the relevant case recording system
  • To maintain detailed and accurate statistical information as required by the consumer service
  • To staff the telephone during the service opening hours

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

Performance and Quality Standards

  • To meet the individual key performance targets and performance targets of the consumer service daily, weekly, monthly and annually.
  • To adhere to the documented consumer service quality standards

Personal Development and Training

  • To attend regular support and supervision meetings and annual appraisal as required
  • Self-identify own development needs and attend training opportunities
  • To maintain an up to date knowledge of consumer law and changes in consumer practices
  • To attend staff meetings as required

Research and Campaign Work

  • To identify trends and research and campaign issues and communicate these to the team leader
  • Keeping up to date with current research and campaigns priorities, initiatives and plans

Policies and Procedures

  • Health & safety

To abide by the health and safety guideline and share responsibility for own safety and that of colleagues

To notify immediately the line manager of all issues that may detrimentally affect the health and safety of staff, volunteers customers and visitors

  • Equalities/Diversity

The post holder must have due regard in the planning and executive of their duties at all times to the Citizens Advice Equal Opportunities Policy ("Stand Up for Equality")

  • At all times, promote the aims, principles policies, interests and wellbeing of the organisation and to protect its integrity and reputation, and to ensure that the Service complies with Citizens Advice policies
  • Information Technology

Adhere to good practice with regard to acceptable ICT use

Other Duties

  • A job description does not constitute a "term and condition of employment". It is provided only as a guide to assist the employee in the performance of their job and is not included to be an inflexible list of tasks.
  • Citizens Advice Cardiff and Vale are a fast moving organisation and therefore employee’s duties may be varied from time to time. The post holder accepts that they may be asked to undertake any other work or duties as may reasonably be required within the scope of and commensurate to the nature of the post as and when required.

Person Specification

Qualifications and Training


Good standard of education with strong skills in numeracy and literacy



At least 6 months experience of providing a high standard of customer service in a fast paced target driving environment (contact centre experience desirable)


Experience of listening and questioning with an ability to manage challenging situations



Ability to work individually and as a productive member of a team


Ability to retain information and apply this knowledge appropriately to the needs of the customer


Ability to communicate information effectively both orally and in writing to customers in a clear and understandable format


Ability to work accurately with minimum supervision in a fast paced environment

Special Requirements


Understanding of and commitment to the aims, principles and equality policies of Citizen Advice

Reference: 34713509

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