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Adviceline Assessor

Position: Adviceline Assessor

Location: London Borough of Hounslow / Hybrid / Remote

Closing date: 29 July 2024

Role details

Job title:
Adviceline Assessor

London Borough of Hounslow / Hybrid / Remote

up to £24,000pa depending on experience

Salary pro rata:

London allowance:

Hours per week:
up to 37.5

Type of contract:
Fixed term

End date of contract:

Closing date for applications:

Link to job pack for application and more information:

Citizens Advice Hounslow is a well-established charity operating in the London Borough of Hounslow, supporting over 10,000 clients a year. In the backdrop of the current cost of living crisis, all our services are in high demand. To better serve our community, we want to increase our capacity for telephone support. We are looking for an Adviceline Agent, with the ability to take calls and provide information to our clients through our helpline.

In particular, the role requires you to:

  • conduct a thorough exploration of the client’s problems over the phone in order to gain an accurate picture of their situation spot emergency issues and take appropriate action
  • identify welfare benefits, grants, schemes and other sources of income that the client may be eligible for, using a benefit calculator where necessary.
  • give comprehensive, reliable information and, if required, refer or signpost or book an appointment for the client, taking the most appropriate next step.
  • write up case notes to Citizens Advice standards

Every local Citizens Advice is a registered charity. Different application procedures are adopted by individual local Citizens Advice. Contact the relevant one as outlined in the information about this role. You should not send an application form to national Citizens Advice.

All local Citizens Advice produce their own annual report, but you can find out more about the Citizens Advice network or download the latest national Citizens Advice annual report.