Quality case checker

The role of casechecker is to improve the quality of the service we provide to clients by providing support, guidance with their client records on a day-to-day basis to both volunteers and staff.

This role requires advice skills and a generalist advice certificate, supervisory skills and specific subject knowledge, with a positive attitude at all times. Some training is available, but role requires a confidence in advice areas. The role will be fast paced, and good understand of the Citizens Advice quality processes is required.

Essential requirements

Ability to manage change

Excellent inter-personal skills

An understanding of feedback processes

Ability to work under pressure

Good IT skills

Commitment to Citizens Advice aims and principles

Commitment to the provision of a quality advice service

Citizens Advice generalist adviser certificate

Good understanding of the Citizens Advice quality monitoring process

Supervisory or management experience