Trainee Telephone Adviser
Trainee Telephone Adviser
£20,503 pa plus excellent benefits
Closing date: 25 January 2017 (at Midnight)
We’re looking for a client-focused individual with experience of advice work, an interest in housing law and an understanding of the related areas of law to join us as a Trainee Telephone Adviser.
Established in 1998, Shelter’s National Helpline provides free legal advice to members of the public. Currently, we handle around 120,000 phone calls and online chats a year offering initial advice on housing rights and options. It's here that we need your enviable skills and experience.
Benefits include 30 days annual leave, the possibility of flexible working and significant opportunities for learning and development.
Your key responsibilities:
- Delivering a professional, impartial, pragmatic an outcome focused telephone and online advice service to Shelter clients, including 2nd tier advice to other agencies where appropriate, while working to agreed quality standards
- Using diagnostic questioning to assess clients’ needs and identify desired outcomes and actions, as well as cases requiring legal aid and/or face to face advice
- Giving clients full advice on different legal problems related to homelessness and housing, including, with support, some complex enquiries and/or cases
- Providing advocacy on behalf of clients to other agencies and authorities and empowering clients to self-help where appropriate.
And what you’ll need:
- Considerable experience of customer service, ideally gained within a contact centre
- The ability to type and proficiency entering information accurately onto a case management systems and using Microsoft Office applications
- Good listening skills to get to the root of clients underlying needs, a proactive, results-driven approach and the ability to actively contribute new ideas and approaches.
For further information about the role and the benefits of working for Shelter please download the job description.
Shelter is committed to safeguarding and promoting the welfare of clients, in particular children, young people and vulnerable adults, and expects all staff, workers and volunteers to share this commitment.
At Shelter, we welcome and encourage applications from everyone regardless of age, disability, gender, ethnicity, religion and sexual orientation. We are facing diverse problems, so need diverse people to tackle them.
Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help.
We’re here so no one has to fight bad housing or homelessness on their own.
Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.