Income Adviser (Full Time) (Permanent)

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Advice Works provides benefit and debt advice to the local community. This includes many vulnerable groups’ i.e. disabled people, lone parents, unemployed etc.

 

Reporting to the Senior Service Delivery Officer, you will be responsible for maintaining high levels of customer satisfaction by dealing with members of the public in an effective and timely manner. The successful applicant will demonstrate a commitment to excellence and a high level of seamless customer service and always strive to find a solution for the customer no matter what the circumstances.

 

The main duties are to provide pre and post appeal support by preparing and representing at welfare benefits appeals, liaise with internal and external partners in relation to complex cases, contribute to the preparation and presentation of talks and training programmes and identify areas for service development and improvement.

 

You will respond to customer telephone enquiries; listening to your customers carefully, understanding exactly what they want and engage in conversations and take an interest through active listening, resolve requests and enquiries to agreed standards by providing relevant information and advice as required; provide a complete and comprehensive customer service experience by ensuring that information is recorded efficiently and accurately on all required systems at the first point of contact and ensure that the progress of enquiries is logged and tracked effectively through to resolution and closure and to ensure that relevant updates are provided to customers.

 

It is essential that you have experience of delivering money and debt advice, applying the principles set to an individual’s circumstances, for example decisions by the Upper Tier of the Social Security Chamber, Social Security Commissioners and experience in dealing with customers in a face-to-face telephone environment.

 

You must have knowledge of current legislation surrounding money advice, the current UK and Scottish benefits system applied in an advisory setting, and knowledge and experience in the field of Welfare Rights and the ability to comprehend benefits legislation.

 

You will have effective IT and interpersonal and communication skills and the ability to interpret complex information and impart to otters in a simple manner.

 

An appropriate qualification in welfare rights/money advice is desirable.

 

If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post. If you would like further information in relation to the Disclosure Scotland checks, please visit www.disclosurescotland.co.uk.