Job Title: Adviser
Employer: Royal College of Nursing
Job Category: Customer Service Advisor
Contract Type: Full-Time
Full or part time (min 21 hours pw) adviser roles available in Cardiff/WFH hybrid, advising RCN members on their rights and responsibilities at work.
Adviser (Trade Union and Professional Body)
RCN Cardiff Gate Office. Hybrid working offered post induction.
Salary range per annum £33,261 to £37,572 pro rata*
4 Permanent contracts available.
At the Royal College of Nursing we’re an optimistic organisation and we’ve got good reason to be. We all share the same voice when it comes to changing the shape of the health policies of the future. As the largest trade union of nursing staff and students in the UK – with close to half a million members – all we can see are the infinite possibilities for a brighter future. Join us and you will too.
We’re accredited with Investors in People Silver Standard. Our people are our greatest asset, and we want people who can contribute to our purpose in line with our values.
As an Adviser you’d be making a real difference to RCN members. Every day of the year, our Contact Centre provides telephone and written (email and livechat) support on a wide range of work-related topics. You can see the breadth of our advice at:
The role is demanding and would particularly suit those from a contact centre, trade union, HR, legal, advisory, care or nursing background.
Advisers receive comprehensive training allowing them to resolve around two-thirds of contacts themselves and arrange further support where members need local or specialist RCN services. Our calls are not scripted, allowing our advisers autonomy to help our members.
You will be required to work in the office for approximately 6 weeks to undertake your induction training. Following this you will work in the office for at least a couple of days a week for the first 6 months. This is to allow us to fully support you in your journey as an adviser.
The adviser role involves evening and weekend work, but because we know that work life balance is important, the rota is published at least four weeks ahead. Currently advisers work up to one weekend in four on a predictable rotation.
We are a very friendly team, highly supportive of one another, and we make a huge difference to the lives of our members. To find out more about us please visit:
https://careers.rcn.org.uk/Find-your-place/Contact-centre and see our write up at Wales Online:
To join us you’ll need:
• A proven record of excellent customer service skills
• To excel at verbal and written communication
• Strong problem solving and reasoning skills
• Be technologically proficient
• Be a quick learner, this is a dynamic environment so you’ll need to be able to keep up. • Be emotionally resilient, as well as having the ability to empathise, you will be helping those in professional and personal difficulty. This is not a signposting role.
• Be committed to self-directed learning
You don’t necessarily need a clinical background or university education to be a successful candidate. Instead, we require people who have insight and relevant life skills and experiences.
Those applying should ideally have knowledge of employment law, workplace relations and professional issues facing RCN members as well as the ability to build rapport quickly. The issues that advisers deal with can often be distressing, so candidates who can maintain personal resilience and demonstrate professionalism in challenging circumstances will be more successful.
Our pay is highly competitive with annual leave up to 43 days including bank holidays.
*We offer a competitive pay structure with annual pay progression until you reach the top of the salary scale. We normally offer new employees the first point of the salary range, although you may be able to negotiate a higher starting salary depending on your skills, experience and current salary.
We offer an impressive range of benefits, a broad range of development opportunities and an award-winning health and wellbeing programme. Balancing work and life commitments is important to us as a diverse organisation, and we understand everyone has different needs.
Advisers are based at Cardiff Gate since in person interaction within the team is important for development and wellbeing, however our people are only asked to work a minimum of one day in the office (on completion of probation) and can choose to work school holidays at home if they wish.
We are a very friendly team; we will welcome and support you.
Our selection process
Please submit a supporting statement clearly demonstrating how you meet each of the application form criteria stated in the person specification for this role. You may not be shortlisted if you don’t or if you only provide a CV. Please see more information on our recruitment journey here.
Please state in your supporting statement what your preference of hours would be. All applications will be based on merit.
We want your experience applying for a job with us to be the best it can be. We’re having to be more flexible about how we hold interviews and assessments, most of which are held by Microsoft Teams video call. If you foresee any problems with accessing a computer, webcam, or internet connection for this, please do let us know in your supporting statement.
As a proud member of the Disability Confident employer scheme we actively encourage applications from people with disabilities.
For more information or for an informal discussion about the role please contact David Pickford, Team Manager on 01633 744704.
For more information on the Recruitment & Selection process, please contact firstname.lastname@example.org.
Opening Date: 22 February 2023
Closing Date: 11.59pm on 26 March 2023.
If we receive many applications after a week of advertising, this vacancy may close earlier.
Assessment Centre Dates: TBC
If shortlisted, you may need to attend on 2 separate dates, only one of which would be in person at the Cardiff Gate Office. You will be invited to select a time within these date periods.
Interview Dates: w/c 17/04/2023 (TBC). To be held remotely.
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