Citizens Advice, Consumer Service Implementation Assistant
This job pack contains:
Citizens Advice Terms and Conditions
Job title: Consumer Service Implementation Assistant (temporary)
Date: July 2012
Fixed term contract until 29 March 2013
Reporting to: Consumer Service Delivery Officer
Location: Home based - regular travel to London required
Proficient salary: Up to £27,772 plus £3,520 London Allowance if applicable
Assist with the continued implementation of the new Citizens Advice
consumer service by supporting the consumer service operations
team with service delivery, including quality monitoring. Assist with
the refinement of business procedures, in particular those which
relate to service partners. Deal with contacts from service partners,
processing partner requests such as trader tracks and certificates.
This role will operate across the Great Britain consumer service.
Key Key elements/tasks %
1. Implementation Contribute to the continued implementation of the new 15
work consumer service in Citizens Advice by refining existing and
developing new business processes and reports, particularly
around quality and performance monitoring.
Review key service partner related procedures, ensuring that
they are operationally viable and that changes and new
procedures are communicated with partners using established
partner readiness channels.
2. Management of Provide support to the operations team by taking 50
Service responsibility for responding to contacts received from centres
Performance & and stakeholders via the established contact channels.
Quality monitoring Dealing with matters that arise, liaising with suppliers and
seeking guidance from Service Delivery Officers where
In line with agreed processes, provide additional support to
the operations team, by monitoring the quality of advice
provided and data recorded across all contact channels and
Assist with reports & service improvement action plans for the
contact centres as requested.
3. Communication Contribute to stakeholder and contractual meetings as 30
and Stakeholder required.
Provide subject matter expertise for press enquiries,
complaints and content development as required.
Deal with and process service partner requests, such as
trader tracking and certificates, partner feedback and other
Update and distribute partner readiness information to provide
up to date detail of key operational procedures and
information for all external stakeholders.
4. Other Ensure that work undertaken reflects and supports the 5
service’s equality and diversity strategy
Undertake such other duties and tasks as may lie within the
scope of this post.
1. In depth understanding of how contact centres operate and
performance is measured.
2. An in depth and current understanding of consumer law and a proven
ability to delivery practical consumer advice on a wide range of
consumer issues relating to the purchase of goods and service.
3. Proven ability to gather, monitor, review and evaluate information,
making clear judgements based on sound understanding and analysis.
4. Strong written and oral communication skills, including the ability to
communicate complex information clearly, accurately and accessibly to
5. Good project management skills including the ability to develop
consistent and achievable project plans, monitor progress and
identify/manage resources during the project lifetime.
6. Demonstrable customer service skills including managing expectations,
monitoring service levels, resolving issues and building good
7. Proven ability to use IT packages, including word processing,
spreadsheets and presentation packages and the ability to use or learn
email and to maintain an electronic diary.
8. A good, up-to-date understanding of equality and diversity and its
application to the work of the team.
9. Ability to create a positive working environment in which equality and
diversity are well managed, dignity at work is upheld and all managers
and staff are empowered and motivated to do their best.
10. Ability to commit to, and work within, the aims, principles, and policies
of the CAB Service.
11. Willingness and ability to undertake regular travel, sometimes involving
TERMS AND CONDITIONS
1. PROFICIENT SALARY: Up to £27,772 plus £3,520 London
Allowance if applicable
Appointment may be at an initial salary level (90 or 95% of the proficient
salary) or at the proficient salary, depending upon skills and abilities as
assessed during the recruitment process.
2. ANNUAL/TOTAL LEAVE
Annual leave is 26 days pro rata per annum from 1st January to 31st
December, plus 4 fixed days (normally over Christmas and New Year).
Additionally, there is Long Service Leave of 1-5 days after 3-7 years service.
3. PENSION SCHEME
Citizens Advice provides a Group Stakeholder scheme. Further details of this
scheme will be provided to the successful applicant at offer and contract
4. LEARNING AND DEVELOPMENT
Citizens Advice has a co-ordinated staff training and development strategy.
This will mean that training for your current job, and future career
developments relevant to Citizens Advice will be provided and you will be
encouraged to take an active role.
5. INTEREST FREE LOANS
Interest-free loans are available to purchase season tickets for travel, and for
career development purposes. If you are a designated essential car user,
interest-free car loans are also available.
6. SALARY SACRIFICE SCHEMES
Citizens Advice offers childcare vouchers and operates a Cycle to Work
scheme which provide a tax-efficient method for employees to pay for
childcare or purchase a bicycle for commuting to work.
7. REMOVAL AND RELOCATION EXPENSES
Individuals appointed to permanent posts (i.e. excluding fixed term contracts)
in Citizens Advice are eligible for reimbursement of up to £500 to cover costs
associated with relocation and removal. Please ask for a copy of the full policy
to check your eligibility.
8. CRIMINAL RECORDS BUREAU (CRB) CHECKS
Some Citizens Advice positions may require the successful candidate to
undergo a CRB check. Further details can be obtained by contacting Human
Resources on 0207 833 7021.
9. EQUALITY AND DIVERSITY
Citizens Advice recognises the positive value of diversity, promotes equality
and challenges unfair discrimination. We recognise people with different
backgrounds, skills, attitudes and experiences bring fresh ideas and
perceptions, and we wish to encourage and harness these differences to
make our services more relevant and approachable. Citizens Advice will not
discriminate or tolerate discriminatory behaviour on the grounds of race,
colour, sex, transgender, disability, nationality, national or ethnic origin,
religion or belief, marital/partnership or family status, sexual orientation, age,
social class, educational background, employment status, working pattern,
trade union membership or any other irrelevant factor in any aspect of
Our values include a commitment to equality and fairness, and to valuing each
other. All our employees are expected to have read and understood our
Equality and Diversity Policy and to ensure they behave in accordance with its
principles. Breaches of the policy may lead to disciplinary action.
10. DIGNITY AT WORK
Citizens Advice is committed to providing a culture in which all staff value
each other and are able to work together to their full potential in an inclusive
environment free from harassment, bullying and other unacceptable forms of
behaviour. Unacceptable behaviour in the workplace will be actively dealt
with, all complaints will be taken seriously, confidentiality will be respected
and victimisation of those that raise complaints will not be tolerated.
Our values include commitments to work together and value each other - all
our employees are expected to have read and understood our Dignity at Work
Policy and to ensure they behave in accordance with its principles. All staff
are responsible for helping to create and maintain a positive and inclusive
working environment free from bullying and harassment. All managers have a
particular responsibility for ensuring a supportive and inclusive working
environment in which dignity at work is actively promoted.
11. PROBATIONARY POLICY
New appointments are subject to a six months probationary period.
Performance is reviewed after three months and again after six months. At
the end of the probationary period the outcome of the assessment may be
confirmation of post; notice of dismissal; or at Citizens Advice’s discretion, an
extension of the probationary period by a further three months.
12. POLITICAL IMPARTIALITY
An important part of the principle of impartiality is that Citizens Advice staff are
seen to be upholding the principle of party political impartiality. To avoid
possible misunderstanding or possible conflicts of interest guidelines have
been established on staff taking part in party political activities. More
information on this and a copy of the guidelines is available from the HR
Division, telephone 0207 833 7021. If you currently hold, or are intending to
stand for local or national party political office, we will expect you to tell us
about this if shortlisted for interview.
Home based in England or Wales but regular travel to London required.
14. EMPLOYMENT STATUS
Fixed term contract until 29 March 2013
Our roles are open to discussion about flexible working, which may include
arrangements such as part-time working, formalised flexitime, fixed (non-
standard) working hours, working from home and job-sharing.
16. HOME WORKING POLICY
If you are contracted to work from home, you will be required to provide a
suitable work area which is available for long term use and which can
accommodate a standard size workstation, plus any other work equipment
likely to be required to do your job.
17. HOURS OF WORK
Normal full time working hours are 9 - 5.15, Monday to Friday, although these
hours may vary from week to week to meet the needs of the job. Staff may be
able to agree a different working pattern with their manager.
Citizens Advice is an operating name of The National Association of the
Citizens Advice Bureaux.