Adviceline Adviser

Job Description

Are you someone who loves to help others and offer valuable adviceOur client is a local advice organisation and are searching for 2 Adviceline Advisers to join their friendly and supportive team. This role is based in-office in Swanley, Kent with the occasional work days from Gravesham/Dartford.About the Company:Our client is a local advice organisation in Kent who are trained to provide information and advice on a wide range of legal issues including benefits, debt and money issues, employment, immigration, housing and homelessness, family and relationships.They believe that whilst we all face problems that are complicated or intimidating, no one should have to face these problems without good quality, independent advice. The team are experts at providing the knowledge and confidence people need to move forward,no matter who they are or what their problems are. The services target the most vulnerable people in the community, including low incomes, people with disabilities, and long-term health conditions.The advice line is a telephone advice service which anyone can call for advice on a problem. You never really know what each call will be like, which certainly keeps you on your toes and stops the work day from being boring!The Role:As an Adviceline Advisor, you will join the friendly and supportive Adviceline team based in Swanley, Kent. The role will involve providing telephone advice to clients across the national and local network.Your responsibilities will include:

• Talk to clients over the telephone and explore what problems they’ve come for help with. You will be expected to meet a target number of calls each day
• Using comprehensive resources, find and interpret information about the clients’ problems and help them to understand their options
• Support clients to take action to resolve their problems which may involve arranging a specialist telephone appointment or referring the client to another organisation
• Complete detailed case recording including a summary of the clients’ problems and the advice/options given
• Refer clients requiring on-going support
• Complete additional training as required
• Look out for problems that are common or are unfair, to support the Research and Campaigns work

About You:

• A quick learner with an enquiring and inquisitive mind
• A friendly and approachable telephone manner
• Non-judgmental and will respect views, values and cultures that are different to your own
• Excellent listening skills
• Excellent verbal and written communication skills
• Good digital skills (proven ability to use Microsoft applications, word, email etc.) for researching information and case recording
• Able to quickly understand complex information and explain it to others
• Willing to learn about and follow the aims, principles and policies, including confidentiality and data protection
• Willing to undertake training in your role which will involve some remote self-study and office-based training

Company Benefits:

• A supportive employer who takes account of your needs and provides flexibility where needed
• Training and a range of opportunities for career development
• 30 days annual leave (including bank holidays) plus additional 4 days between Christmas and New Year
• Healthy work-life balance policies and practices
• Pension scheme
• Opportunity to build practical experience of dealing with clients and supporting people with legal issues