Client Services officer

Citizens Advice provides free, independent and impartial advice and information to help people resolve their legal, money and other problems. In the past year we have helped over 2.5 million people solve over 6.2 million problems. Our national network delivers services from over 3,000 locations in England and Wales. In 2015 we won Charity Times Charity of the Year for our work. Now we want to do even more. Client Services officer GBP25,913 per annum Birmingham Full time Fixed term maternity cover until 05 April 2019 Job Ref: 18\032 Citizens Advice strives to ensure that as many people as possible can benefit from high quality advice services. We place client protection and care at the heart of our service, and as such we are currently looking for a passionate and enthusiastic Client Services officer to put our client-focused philosophy into practice. Your remit will include ensuring that all complainants are responded to in a timely, efficient manner, ensuring that the relevant complaints procedure is diligently followed at all times. Moreover, you will be responsible for implementing the processes and systems for providing criminal records screening for Citizens Advice service paid staff and volunteers in England and Wales. This post will require you to make decisions relating to the appropriate response to complainants by email, phone, letter and/or social media, therefore you will demonstrate the capacity to use judgment under pressure, and you'll also possess excellent written and verbal communication skills. Previous experience in a customer service focused environment is essential. Citizens Advice values diversity, promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people, as they are currently under represented in our workforce. Closing Date: 16 March 2018 Interview Date: 27 March 2018