Citizens Advice guidance notes for applicants

Application form alternative formats

If you need this information or any of our job application forms in an alternative format, for example, large print, audiotape, Braille or Easy Read, please contact us at We are happy to receive applications in alternative formats.

How to - Application documents

Thank you for your interest in applying for a position at Citizens Advice. It is our people who make us the organisation we are. They ensure that we are here to give people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever their problem.

As an organisation that is for everyone, we want to ensure everyone has an equal opportunity to secure a position at Citizens Advice, that’s why we have written the following guides to help you understand what we need from your application. 

We would like you to convey how you are suitable for the role you are applying for, doing this as clearly and succinctly as possible. We ask all candidates to anonymise any documentation they upload during the application process including CVs and cover letters. We do this to ensure a fair and equitable process.

How to write a CV

Sections you should include:

  1. An introduction - This should convey your personality, your goals and why you want to work for us

  2. Past experience (relevant employment and volunteering work)

  3. Applicable skills

  4. Education

  5. Anything else that you consider relevant that will help us assess your suitability for the role.


  • A CV is not static and should ideally be tailored to each job you apply to.

  • Make sure it is concise, ideally a maximum of 2 pages.

  • Only include what is relevant to the role you're applying for. Don't elaborate on irrelevant work experience or education, only list these with dates to show your career journey.

  • Explain how and why you're suitable. When describing past experience, list achievements rather than responsibilities and make sure they relate to the job description and essential criteria.

  • Always explain why you want to join the organisation you're applying to work with.

  • If you don't have all the relevant experience, explain how you can utilise alternative skills to help the prospective employer.

  • If you're applying on potential, explain who you are and how you will fulfil this.

How to write a cover letter

  • This document should explain how you meet the essential criteria to be assessed at application stage (see job description and person specification).

  • The easiest way for the hiring manager to assess this is by stating the essential criteria and then writing an answer for each, demonstrating how you meet the criteria, highlighting achievements rather than responsibilities.

  • Please make sure this is succinct and to the point and ideally no more than a short paragraph for each answer.

  • If you have submitted a generic CV then you can use the cover letter to add any additional relevant details. This is your chance to let us know anything else that will aid your application and show us how you are the right person for the role. 

Entitlement to work in the UK

A job offer will be subject to confirmation that you are permitted to work in the UK in accordance with the provisions of the Asylum and Immigration Act 1996. You will be asked to provide evidence of your entitlement to work in the UK if you are successful and an offer of employment is made.

Please note that Citizens Advice does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship under the points-based system.

Travel Expenses

National Citizens Advice does not pay for interview travel expenses. However we may reimburse candidates' on job seeker allowance for reasonable travel expenses up to a maximum of £50, to attend an interview if prior authorisation has been obtained.

Please see link to our guidance here   .

Diversity Monitoring

Citizens Advice values diversity and promotes equality. We encourage and welcome applications from suitably skilled candidates from all backgrounds. Monitoring recruitment and selection procedures is one way of helping us to ensure that there is no unfair discrimination in the way that we recruit people. To do this we need to know about the diversity profile of people who apply for posts at Citizens Advice. This information is given in confidence for monitoring purposes only and is not seen by anyone responsible for making recruitment decisions. However, if you would prefer not to answer any of the questions we ask, please pick ‘prefer not to specify’ from the drop down menus.

GDPR: How we will use your information

The information you provide on this form will be used to help us decide whether to recruit you as a member of staff - this is our ‘legitimate interest’ under data protection law. It will only be seen by staff involved in the recruitment process, and will be stored securely. 

If you are recruited we will retain your contact information in order to involve and support you. We will also collect additional information, such as next of kin details, and over time records of training, support meetings and where relevant, appraisals. Again, it will be kept securely, and only those people who need to see your information in order to involve you will have access to it.

All use of applicants' information will be relevant to their involvement, and may include:

  • Contacting applicants when necessary

  • Making reasonable adjustments to improve accessibility

  • Monitoring statistical details of our applicants

  • Providing ongoing support to applicants

  • Addressing problems or complaints

You have legal rights over your data, including access to it, and the right to ask that it is corrected, restricted or deleted. There is more information on these rights on the Information Commissioner’s Office website:

Please also see our privacy policy   .

See here   for further information on Citizens Advice applicant data and GDPR.

If you have any questions about the use of your data, please contact the Recruitment Team by emailing:

Shortlisting outcomes

Shortlisted applicants will be invited for an interview. Some positions may require additional assessments (practical task/test or assessment centre). If this is the case, you will have received details either with the application pack or further details will be provided if you are shortlisted.

Complaints procedure

Any applicant who considers that they have been unfairly treated or discriminated against should be advised to contact the Head of People Operations, in writing, or by email, as soon as possible. Complaints received within one month will be taken seriously and investigated promptly and sensitively by the People Team and Equality Division, who will advise of the outcome. This does not affect your legal rights.



Recruitment Team

Citizens Advice

3rd Floor,

200 Aldersgate