Digital Customer Services Advisor

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Digital Customer Services Advisor

opportunities-at-dial/digital-customer-services-advisor • November 9, 2021

Job Title: Digital Customer Service Advisor

Reporting to: CEO, DIAL Great Yarmouth

Main Relationships: DIAL Great Yarmouth

Hours of Work: 15 hrs per week

Salary: £ 21,000 (Pro Rata), per annum. Fixed Term Contract for 12 months

Key Purpose:

In this role you will support new and existing DIAL clients requiring assistance as part of DIAL’s digital services. This includes providing real time advice and support using the chat facility hosted on the DIAL website, diagnosing issues and connecting people into appropriate specialist internal and external support networks. Additionally, the post holder will promote DIAL services via Social Media channels and support our digital inclusion agenda, making best use of technology to maximise DIAL’s digital reach to new and existing clients.

Main Tasks:

· To provide practical and personalised support to residents to receive timely and responsive advice and guidance.

· To work closely with other DIAL staff supporting existing projects and working with other organisations to improve the IT skills of their clients to access online training opportunities.

· To maximise digital media to reach those who need support.

Reporting:

· To attend and contribute to regular staff meetings.

· To provide performance management reports and data as required by the funding body.

Internal:

· To act as an ambassador for DIAL promoting the services and activities that we provide.

· To undertake additional tasks as and when required which may be allocated by the Manager or other members of the management team.

· To adhere to the working policies of DIAL.

· To promote equal opportunities and respect diversity in all aspects of their work.

· To comply with Health and Safety Regulations.

· To attend DIAL staff meetings on a fortnightly basis to report on the Project

Experience and Qualifications	Essential or Desirable
Experience of support work with disadvantaged group	E
Experience of multi-agency and partnership working.	E
Experience of community outreach or engagement work	D
Experience supporting clients to access learning via IT	D

Skills Knowledge	Essential or Desirable
Exceptional motivational skills with the ability to inspire others.	E
Excellent communicator with strong interpersonal skills.	E
Excellent computer and IT skills	E
Ability to manage pressure and competing demands.	E
Effective and methodical record-keeper, competent at producing reports	E

Attributes	Essential or Desirable
Positive �can do� approach.	E
Self-motivated and enthusiastic with the ability to work on own initiative.	E
Excellent interpersonal skills with the ability to motivate others.	E
A creative thinker with a flexible approach to problem solving.	E
A good team player with a willingness to be flexible and adaptable	E
Highly organised and able to prioritise workloads.	E
An understanding of confidentiality and impartiality issues.	E