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- Tasks: Provide quality telephone and digital assessments for clients on various issues.
- Company: Join Citizens Advice, a leading non-profit organisation dedicated to helping communities.
- Benefits: Enjoy flexible part-time hours and opportunities for professional development.
- Why this job: Make a real impact by empowering clients while developing your skills in a supportive team environment.
- Qualifications: No prior experience required; just bring your passion for helping others and strong communication skills.
- Other info: This is a 6-month fixed-term contract with potential for extension.
Join to apply for the Telephone Assessor (part time) role at Citizens Advice
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Join to apply for the Telephone Assessor (part time) role at Citizens Advice
Reporting to the Head of Advice
Contract: 6 months Fixed-Term Contract (with possibility of extension)
Role purpose
Provide a quality service to clients through telephone and digital assessment on a range of issues on Advice Lewisham’s Enquiryline.
Context of role
Work as part of the advice team to ensure delivery to agreed targets and quality standards of CAL services.
Telephone Assessor
- Interview and assess client’s advice issue using sensitive listening and questioning skills.
- Identify key information about the client’s advice issue considering time limits, key dates and requirements for urgent advice.
- Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the organisation’s resources.
- Provide assisted information, signposting, and in some instances full advice (with the support of the supervisor). This will require the ability to complete independent research into the client’s issue is essential.
- Make records of assessments and next step provided on casebook database in accordance with Citizens Advice case recording standards.
Professional development
- Keep up to date with legislation, policies and procedures and undertake appropriate training.
- Read relevant publications.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.
Administration
- Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure IT information assurance training is completed on an annual basis.
- Ensure that all work conforms to the organisation’s systems and procedures.
- Provide statistical information on the number of clients and nature of cases.
Other Duties And Responsibilities
- Complete the required training to comply with quality assurance processes.
- Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
- Demonstrate commitment to the aims and policies of the CAL’s service.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
Person specification
- Experience of citizens advice gateway advice needs assessment or equivalent
- Good understanding of benefits system
- Ability to commit to and work within the aims, principles and policies of the Citizens Advice service.
- A good up to date understanding of equality and diversity and their application to the provision of advice.
- Ability to interview clients using sensitive listening and questioning skills to get to identify key advice issues and empower clients, whilst maintaining structure and control of interviews.
- Ability to make records of assessments in accordance with Citizens Advice case recording standards.
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
- Ability to monitor and maintain own standards.
- Effective written and oral communication skills with particular emphasis on case recording and form filling.
- Understanding of the issues affecting society and their implications for clients and service provision.
- 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 understand statistics and check accuracy of calculation.
Desirable
- Citizens Advice Gateway Assessor certificate
- Experience of using our Casebook system.
- Experience of telephone advice assessment
How To Apply
- Attach the completed Application and Diversity forms provided in the link.
- Ensure all necessary documents are uploaded.
- Submit your application by 22/07/2025
- Please note that only applications with completed application and diversity forms will be considered
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Should you require any additional information about the role or the application process, please email us at
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Telephone Assessor (part time) employer: Citizens Advice
Contact Detail:
Citizens Advice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephone Assessor (part time)
✨Tip Number 1
Familiarise yourself with the Citizens Advice service and its principles. Understanding their mission and values will help you align your responses during interviews, showcasing your commitment to their aims.
✨Tip Number 2
Practice your telephone communication skills. Since the role involves assessing clients over the phone, being able to convey empathy and clarity in your speech is crucial. Consider role-playing scenarios with a friend to enhance your skills.
✨Tip Number 3
Stay updated on current legislation and social issues that affect clients. This knowledge will not only help you in the role but also demonstrate your proactive approach to professional development during interviews.
✨Tip Number 4
Network with current or former employees of Citizens Advice. They can provide valuable insights into the interview process and the day-to-day responsibilities of a Telephone Assessor, giving you an edge in your application.
We think you need these skills to ace Telephone Assessor (part time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Telephone Assessor position. Understand the key responsibilities and required skills, such as sensitive listening and questioning skills, as well as the importance of maintaining accurate records.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the role. Emphasise any previous work in advice services, telephone assessments, or similar roles, and ensure you showcase your understanding of the benefits system and equality and diversity principles.
Craft a Strong Cover Letter: Write a compelling cover letter that explains why you are a great fit for the Telephone Assessor role. Use specific examples from your past experiences to demonstrate your ability to assess client needs and provide appropriate advice, while also showing your commitment to professional development.
Complete Required Forms: Make sure to fill out the Application and Diversity forms provided in the application link. Double-check that all necessary documents are attached before submitting your application to ensure it meets the requirements set by Citizens Advice.
How to prepare for a job interview at Citizens Advice
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Telephone Assessor. Familiarise yourself with the key skills required, such as sensitive listening and questioning techniques, as well as the importance of accurate record-keeping.
✨Research Citizens Advice
Take some time to learn about Citizens Advice and its mission. Understanding their values and the services they provide will help you align your answers with their goals during the interview.
✨Prepare for Scenario Questions
Expect to be asked scenario-based questions that assess your problem-solving abilities and how you would handle specific client situations. Think of examples from your past experiences that demonstrate your skills in assessment and advice.
✨Show Commitment to Professional Development
Be ready to discuss your commitment to continuous professional development. Mention any relevant training or courses you've undertaken, and express your willingness to learn and grow within the role.
