Telephone & Online Advice Services Adviser

Recruiter
Shelter
Location
Sheffield
Posted
15 Apr 2018
Closes
19 Apr 2018
Sector
Charity
Contract Type
Permanent
Hours
Full Time

Closing date: 25 April 2018 at 11.30pm

We’re looking for a results-driven individual with experience of client or customer service work and familiarity with some aspects of social welfare law to deliver a professional advice service to our clients.

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.

Established in 1998, Shelter’s National Helpline provides free legal advice to members of the public on housing rights and options. As well as handling around 120,000 calls and online chats a year from people in housing need, we act as a gateway to our locally based Advice centres. We also provide the crucial evidence we need to support our campaigns for action on housing and homelessness, both at regional and national level. Join the team of Advisers on our Public Advice Line and you could play a vital role in helping others.

About the Role

You’ll be helping to deliver a professional, impartial, pragmatic and outcome focussed advice service while working to Shelter Quality Standards. As well as carrying out initial fact finding interviews aimed at booking an appointment with the appropriate adviser, you’ll ensure clients are referred internally if necessary. This may include, with support from the Advice Sesssion Supervisor, identifying when clients need advice in different areas of law. We’ll also rely on you to agree each client’s indivudal needs and desired actions and outcomes. Entering details accurately onto a case management system will be important too, as will identifying cases suitable for Legal Aid and referring clients to external agencies when apropriate.

About you

To succeed, you’ll need an interest in, or experience of, at least one of the following areas of social welfare law: housing, welfare, benefits, debt or community care. Good listening skills to get to the root of clients underlying needs are important too, as is a proactive, results-driven approach and the ability to contribute new ideas and approaches, explain change and encourage others to accept it. Proficiency using Microsoft Office applications and case management systems is also essential, with the ability to type preferred.

Benefits include 30 days’ annual leave, the possibility of flexible working, enhanced family friendly policies and significant opportunities for learning and development.

Safeguarding is everyone’s business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies.

For further information about the role and the benefits of working for Shelter please visit our website.

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 does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them.

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