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.
The 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.
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.
About You
To be considered as a Consumer Advisor, you will need:
- The 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.
- The 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.
About Us
Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.
The closing date for this role is 31 May. The role will be internally known as a Contact Centre Advisor.
PLEASE NOTE: incomplete applications will be discounted from short-listing. Please ensure your application is fully completed and submitted before logging out of your account.
We reserve the right to change the closing date depending on the number of responses received. Please submit your application as soon as possible to ensure it is considered in the selection process.
As the regulator of the National Lottery, there are some roles within the Commission that are prohibited from playing the National Lottery. This does not affect your family playing. We will let you know at interview if the role you have applied for is on the Prohibited List.
So, if you’re seeking your next challenge as a Consumer Advisor, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.
Other organisations may call this role Consumer Support Advisor, Consumer Care Executive, Customer Service Advisor, Call Centre Advisor, Customer Support Advisor, Customer Support Executive, or Customer Service Executive.