Acas Adviser

Job summary

Are you interested in learning about Employment Law?
Do you enjoy helping people?
Are you interested in working with a diverse range of customers?
Do you want to make a difference to working lives in Great Britain?

If so, the Acas Adviser Role could be perfect for you.

The Acas Helpline is a fast-paced telephone-based advice service and often a customer’s first experience of Acas. People generally contact Acas when they have encountered a problem at work and need advice and guidance on what options are available to help resolve the problem. Our customers can range from HR professionals with a lot of experience, to employers needing professional advice, through to extremely vulnerable workers at risk of exploitation.

A 12-week comprehensive training programme will be provided therefore no prior Employment Law experience is required.

The Adviser Role:

• Delivers impartial employment lawadvice to required standards across relevant channels, tailoring it to individual needs.
• Deciphers complex information asks relevant questions to establish the root cause of an issue to ensure appropriate advice is provided.
• Identifies appropriate options and communicates clearly next step guidance, tailoring it to individual customer needs.
• Referring on to other Acas areas or other government services.
• Promotes Early Dispute Resolution utilising appropriate online guidance.
• Manages conflict understanding the customer needs and circumstances.

Job description

Accountabilities include:

• The effective and efficient delivery of impartial employment law advice through appropriate channels to agreed call quality standards.
• Acting independently, impartially, confidentially and with sensitivity always, and in accordance with Acas policies and principles.
• Maintaining and developing own knowledge and skills through Continuous Professional Development (CPD)to ensure high-quality advice and service is provided to customers.
• Effectively engage in coaching, and other activities to maintain and enhance performance in the role.
• Collaborate effectively with colleagues to share knowledge and expertise.
• Promoting the benefits of early dispute resolution, influencing callers appropriately.
• Identifying appropriate referrals, both to other Acas services and to external organisations such as the enforcement agencies.
• Follow schedule requirements through the principles of “right place, right time” to contribute to the effective delivery of a point of demand telephone service.
• Promote customer participation in the Customer Survey to contribute to Acas’s organisational understanding of our customers.
• Collate accurate data regarding the nature of customer calls.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent, manage and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent, manage or resolve workplace problems.

Acas: Britain’s Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards; it has been Disability Confident Highly Commended, a Pay Gap award winner, and an Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

Experience

Essential Criteria:

• Strong verbal communication skills
• Providing good customer service
• Good influencing skills
• Ability to understand and manage own emotions, as well as the emotions of others.
• Overcoming challenges and defusing conflict
• Ability to work at pace within a busy environment
• Able to interpret information to identify relevant details

Please come along to our virtual information session.

You will hear from current Acas staff about working for Acas, the Adviser role and the Advice & Business Solutions Function.

Date: Thursday 8 October
Time: 1PM - 2PM

Please click here to join meeting

You will also find further information in the attached candidate information pack.
https://rise.articulate.com/share/CsEkEOff7FBsf6ptigFRUtbw45SdFDBx#/

Acas Helpline: Adviser Campaign Application Pack - Overview , Rise 360

We recommend reviewing the candidate pack and attending the virtual information session before submitting your application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Making Effective Decisions

Benefits

Alongside your salary of £30,120, Advisory, Conciliation and Arbitration Service contributes £8,725 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:

• Learning and Development;
• Health and wellbeing;
• Pension scheme;
• Cycle to work scheme;
• Interest free season ticket loans;
• Volunteering opportunities.

Could you ask for any more?

You’ll have access to a Lifestyle website, where you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.

To find out more please check out - Working for Acas

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

How to apply

Please click on the 'Apply now' button.

As part of the application process, you will be asked to complete: