Are you passionate about making a difference in people’s lives? Do you have a knack for problem-solving and a desire to support those in need? Citizens Advice Essex, is seeking dynamic individuals to join our Aviva Telephone Referral Service as Advisers 

About the Aviva Telephone Referral Service

Funded through a unique collaboration between Aviva and Citizens Advice, this vital service, delivered through a number of the local Citizens Advice offices in Essex which form part of the Citizens Advice Essex consortium, provides tailored advice to clients referred via Aviva using an online referral tool. Our mission is to support people facing challenges related to welfare benefits, debt, housing, and income maximisation. With a target to assist 16,000 clients annually, this new service will play a critical role in improving the lives of those in need across the UK and reflects a real commitment by Aviva to the wellbeing of their customers.

This innovative project combines the expertise of Citizens Advice nationally and locally with cutting-edge tools, including the Citizens Advice Referral Tool, to streamline support and provide timely advice. Additionally, it will integrate dedicated caseworkers to support clients with complex needs, ensuring holistic care and effective outcomes.

Key Responsibilities:

Advice Provision:

·        Provide advice to clients on welfare benefits, debt, housing, and income maximisation via telephone and digital channels.

·        Assess client needs during initial interactions, offering practical guidance on available benefits, rights, and services.

·        Refer clients with complex issues to Caseworkers for ongoing support or specialist advice.

·        Ensure advice is clear, accurate, and aligned with Citizens Advice quality standards.

Client Interaction:

·        Handle a high volume of client interactions efficiently and effectively.

·        Maintain a professional and empathetic approach when dealing with vulnerable clients.

·        Explain the Adviser’s role and manage client expectations, including the referral process to Caseworkers.

Collaboration:

·        Work closely with Caseworkers and Supervisors to ensure seamless referrals and continuity of support for clients.

·        Share insights from client interactions to improve advice delivery.

Record-Keeping:

·        Accurately document client interactions in Casebook, ensuring GDPR compliance.

·        Contribute to project monitoring and reporting by maintaining thorough records.

Professional Development:

·        Stay updated on relevant legislation and policies.

·        Participate in training and development activities to enhance knowledge and skills.

Other Duties:

·        Support the continuous development of the service.

·        Uphold the principles of Citizens Advice, particularly regarding equality and diversity.

Person Specification:

Essential:

·        Experience in delivering advice or guidance in areas such as welfare benefits, debt, housing, or income maximisation.

·        Ability to manage a high volume of client interactions, prioritising efficiency while maintaining quality advice.

·        Strong communication skills, particularly in delivering advice over the telephone and digital channels, with the ability to explain complex information clearly.

·        Competence in using IT systems (including Casebook) for case management and reporting.

·        Ability to work collaboratively with Caseworkers and external agencies to ensure the best outcomes for clients.

·        Commitment to the aims and principles of Citizens Advice, with an understanding of the challenges faced by vulnerable clients.

Desirable:

·        Experience working in a fast-paced advice environment or contact centre.

·        Willingness to adapt to flexible working arrangements and support colleagues as needed.