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An opportunity to make a difference working with a well-regarded and trusted charity brand

Telephone Advice Assessor – Paid Role

Citizens Advice Hart (Yateley Offices)

16 hours a week 10:00 – 2:00 Monday – Thursday

£20,250 p.a. pro rata (i.e. £8640 p.a.)

Citizens Advice Hart is a charity and part of the national Citizens Advice network. We provide a free, independent impartial and confidential advice service to around 2,500 people each year through face to face appointments, webchat, email and telephone. We help our clients find a way forward with a range of problems including accessing welfare benefits, managing debt, resolving employment and relationship and housing issues.

Purpose of role:

Citizens Advice Hart is looking for a new member of its core team who can provide support and consistency on our telephone advice platform. This is an integral role which will include providing advice to clients by telephone, recording client cases within our client database, providing support to our volunteer telephone assessors and trainee telephone assessors.


Duties and Responsibilities

As a Telephone Advice Assessor you will be helping people with the problems they face, providing information from our public information website.


As a telephone assessor you’d:

  • Be the first point of access for Citizens Advice clients when they call our Hampshire telephone advice service number
  • Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
  • Use the Citizens Advice public website and internal information system to find, interpret and communicate the relevant information.
  • Research and explore options and implications so that clients can make informed decisions.
  • Support the general public across all ages and backgrounds
  • Give information from our Citizens Advice online information system and other sources to our clients
  • Refer internally or to other specialist agencies as appropriate.
  • Ensure that all work conforms to the bureau’s office manual and the Advice Quality Standard / Legal Aid Agency’s Quality Mark / other funding requirements, as appropriate.
  • Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.
  • Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
  • Help prevent future problems for wider society by identifying issues that affect multiple clients.
  • Attend internal and external training courses, meetings and events.
  • Help to identify unjust practices.

Person specification

  • Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.
  • Ability to monitor and maintain own standards.
  • Effective written and oral communication skills.
  • Ability to use IT systems and packages, and electronic resources in the provision of advice, record keeping and document production.
  • Ability and willingness to work as part of a team.
  • A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
  • Ability to prioritise own work.
  • Be good at listening
  • Have a good telephone manner
  • Enjoy helping people.
  • Respect for views, values and cultures that are different to their own.

We provide comprehensive training that will give you the skills you need to deliver a high quality service to clients. Our up-to-the-minute electronic information system contains most of the information you will need when advising clients. All assessors are insured by Citizens Advice in case mistakes are made. Once you have qualified you will have the opportunity to develop further skills and increase the depth and breadth of your knowledge.

This is a great flexible opportunity to apply your skills to a not for profit organisation that makes a real difference to people’s lives.

Closing date for applications is October 29th

We value diversity, promote equality and welcome applications from all sections of the community.

Application Form (Paid Staff)

Notes on completing application form