First Contact Adviser

The First Contact Adviser is often the first point of contact for people seeking advice. You will support clients by understanding their situation, providing information and advice, and helping them take the next steps to resolve their problems.

This is a busy front-line advice role. You will often speak to people experiencing financial difficulty or other stressful situations, so the ability to remain calm, organised and empathetic is essential.

Advice is delivered by telephone, email and face-to-face.

Full training and support will be provided.

Key responsibilities

- Interview clients using sensitive listening and questioning skills to understand their situation.

- Provide clear information and advice to help clients understand their options.

- Use Citizens Advice information systems to research relevant guidance and legislation.

- Maintain accurate client records using the Citizens Advice case management system.

- Contribute to research and campaigns work by identifying issues affecting clients.

- Work as part of a team to deliver a high-quality advice service.

We are looking for someone who:

- Is committed to the aims and values of Citizens Advice.

- Communicates clearly and effectively with a wide range of people.

- Can listen carefully and identify key issues.

- Is organised and able to manage their workload effectively.

- Works well as part of a team.

- Is willing to learn and develop knowledge across advice topics.