Consumer Advisor

Details

Reference number

289744

Salary

£23,970

Job grade

Executive Officer

Contract type

Permanent
Fixed Term

Length of employment

1 x Perm, 1 x 12 Month FTC

Business area

GC - Communications & Engagement

Type of role

Contact Centre

Working pattern

Full-time

Number of jobs available

2

Contents

Location

About the job

Benefits

Things you need to know

Apply and further information

Location

Birmingham

About the job

Job summary

Consumer Advisor
Birmingham, West Midlands (with hybrid working)

We are looking for two Consumer Advisors to join our team in Birmingham where you will help the Commission stay in touch with and learn from consumers and the public. This will involve listening to people’s concerns about how the industry is being run, offering support to people in very challenging situations and determining which area of the business is best placed to react to information. We are offering one permanent position and one fixed term position for 12 months.

Job description

Your Role

As a Consumer Advisor, you will be the first point of contact, answering enquiries and addressing concerns raised by members of the public and/or gambling consumers. You will be able to write concise emails and effectively manage telephone calls.

Your role will also involve:

• Giving advice to consumers to help them make more informed choices. You will use fact-finding skills to identify potential licence breaches, considering relevant legislation, sharing this information to help inform regulatory action.
• Working effectively as a team to ensure that we have phone cover, provide day to day support and identify trends in contacts being received.
• Being resilient to emotive contacts. It is important that you have the necessary skills to support vulnerable consumers and be adaptable to change.

Person specification

• Ability to act as a first point of contact for incoming enquiries from consumers. Assessing and triaging each contact, taking into consideration the individual's circumstances, relevant legislation, regulations and policy to resolve the query or escalate if necessary.
• Ability to provide an excellent service and using skills and experience to support vulnerable consumers with empathy and resilience.
• Experience in identifying trends and showcasing these to other departments to understand the impact and help support any ongoing work.

Benefits

• Salary of up to £23,970 per annum
• Civil service pension, with an employer contribution rate of 27%
• Flexible working
• Hybrid working, specific guidelines are to be agreed with line manager
• 26 days holiday and option to buy up to five days extra annual leave

Joining us means joining an organisation that is certified as a Great Place to Work, respects work-life balance, inclusive, and is completely dedicated to helping you achieve your full potential. Whether that’s through flexible working, really understanding how you work best or exposing you to real opportunities to challenge yourself, if you’re passionate about making your mark on the industry and on society, then we will help you do that.

Things you need to know

Selection process details

The closing date for this role is 31 May. The role will be internally known as a Contact Centre Advisor.

Please apply on our careers website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : Recruitment Team Email : recruitment@gamblingcommission.gov.uk

Recruitment team

Email : recruitment@gamblingcommission.gov.uk