Telephone Assessor

Telephone Assessor

Telephone Assessor

15 hours hours a week ( Monday- Thursday 0900-1700- flexible delivery)

£8,100 pro-rata ( FTE £20,250) + 5% ER pension contribution

33 days holiday ( inc bank holidays ) pro-rata

Citizens Advice Hart is part of the national Citizens Advice network. We provide a free, independent impartial and confidential advice service to around 2,700 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, relationship and housing issues.


As Telephone Assessor you will be helping our clients on the phone by providing information to help them move their problems forward. This role is vital in meeting the rising demand of clients who want to seek our help in this way and who are able to help themselves with assisted information. Early intervention can be given on the phone thereby releasing appointment time for those who whose needs are more complex.

You primary duties will be to

  • Assess the client’s need
  • Provide relevant sources of help and information
  • Look out for discrimination issues
  • Identify research and campaign evidence


You will be able to demonstrate a good telephone manner and interpersonal skills, able to listen sensitively and use questioning skills to understand the needs of others. You need to be comfortable using IT / CRM systems and navigating online. You may be working currently as an assessor within the Citizens Advice network or you may have telephone experience within another sector. Your overall motivation is to help clients through your understanding of the issues affecting society and their impact on them.


For an informal conversation please contact Joanne Dewing


Closing Date: Friday 27th September 2019

Interviews will be held Friday 11th October 2019


Application Form

Notes on completing Application form

Telephone Assessor Job Pack