Telephone Adviser

Vacancy Details

This is a Jobs Growth Wales vacancy

Employer Name:

Citizens Advice Bureau - Cardiff & Vale

Type of vacancy:

Jobs Growth Wales



Closing Date:


Vacancy ID:




Hours of Work:


Start Date:


Age Range:

Applicants must be between 16 and 24

Duration of vacancy:

Six month job initially with a view to becoming a permanent position

Careers Wales Admin Ref:

Not specified

Vacancy Description

Call Centre Work
Retail Sales and Customer Services
The principal focus of the post is to:
1. Be the initial point of contact for the full range of enquiries
2. Make contact with referred customers by telephone/digital channels to undertake an assessment of their 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 Citizens Advice
• 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 Citizens Advice
• To staff the telephone during the service opening hours
Where additional advice needs are identified follow our documented procedures to refer or signpost those customers to an:
• Agreed external partner
• Local citizens advice
• To meet the individual key performance targets and performance targets of telephone services daily, weekly, monthly and annually.
• To adhere to the documented consumer service quality standards

Training provided

By Employer

Preferred Learning Provider


Desirable personal qualities

Good communication and listen skills. Empathy, Good telephone manner

Qualification(s) Required

No Minimum Requirements

Welsh Language Requirements

Welsh Spoken Skills: No.
Welsh Written Skills: No.

Interview arrangements

By Employer


Please check that you are eligible to apply for Jobs Growth Wales before applying.
Your application will be refused if you are not eligible.
This vacancy has been placed by the employer in the language of their choice. This means that the vacancy might only appear in Welsh or English.