PASS Helpline and Website Co-ordinator - Citizens Advice Scotland

Citizens Advice Scotland (CAS), our 61 member Citizen Advice Bureaux (CAB), the Citizen Advice consumer service, and the Extra Help Unit, form Scotland’s largest independent advice network. Advice provided by our service is free, independent, confidential, impartial and available to everyone. We are champions for both citizens and consumers and in 2015/16 the Citizens Advice Service in Scotland helped over 310,000 clients in Scotland deal with over one million issues overall.

The Patient Advice and Support Service (PASS) provides support to clients to give feedback or comments, raise concerns or make complaints about NHS treatment in Scotland.  In April 2017, the PASS service is launching a national telephone helpline and webchat support and this role will ensure the successful operations of these new elements of the service. This post is offered initially on a 6 month fixed term contract. 

This will include co-ordinating the interactive website & national helpline to ensure high quality advice is provided to clients accessing the service in this way, and co-ordinating the rota of Patient Advisers located within Citizens Advice Bureaux throughout Scotland to ensure adequate staffing levels.

The successful candidate will have experience in telephone helpline or call centre operations, ideally including web chat, and bring with them demonstrable experience of effective service co-ordination using these channels. 

We offer excellent terms and conditions of employment including 30 days annual leave and 10 public holidays, flexitime and a pension scheme.

This role will be reviewed during the first 6 months to determine future requirements and is therefore initially offered on a 6 month fixed term contract.

For more information please refer to the Job Description and Person Specification which can be downloaded using the links below.