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- Tasks: Conduct telephone assessments and provide advice to clients on various issues.
- Company: Join Advice Lewisham, a dedicated team providing essential support to the community.
- Benefits: Enjoy remote work flexibility and opportunities for professional development.
- Why this job: Make a real impact by helping clients navigate their challenges while growing your skills.
- Qualifications: Experience in advice assessment and strong communication skills are essential.
- Other info: This is a 6-month fixed-term contract with potential for extension.
The predicted salary is between 28800 - 43200 £ per year.
Location Remote working and may also be required to work anywhere within the CAL service (Lewisham borough, London)
Contract: 6 months Fixed-Term Contract (with possibility of extension)
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.
● Keep up to date with legislation, policies and procedures and undertake appropriate training.
● 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.
● 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
We’re Disability Confident
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Telephone Assessor (full time) employer: Citizens Advice BANES
Contact Detail:
Citizens Advice BANES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephone Assessor (full 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
Brush up on your telephone communication skills. Since this role involves assessing clients over the phone, practice active listening and clear questioning techniques to ensure you can effectively gather information.
✨Tip Number 3
Stay updated on current legislation and policies related to benefits and advice services. This knowledge will not only aid you in the role but also demonstrate your proactive approach to potential employers.
✨Tip Number 4
Network with professionals in the field of advice services. Engaging with others who work in similar roles can provide insights and tips that may give you an edge in your application process.
We think you need these skills to ace Telephone Assessor (full time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Telephone Assessor position. Familiarise yourself with the Citizens Advice service and the specific skills needed for this role.
Tailor Your CV: Customise your CV to highlight relevant experience, particularly in telephone advice assessment and client interaction. Emphasise your skills in sensitive listening, questioning, and record-keeping as they are crucial for this role.
Complete the Application Forms: Ensure that you fill out both the Application and Diversity forms accurately. Pay attention to detail, as incomplete applications will not be considered. Double-check for any errors before submission.
Showcase Your Commitment: In your application, express your commitment to the aims and policies of the Citizens Advice service. Highlight any relevant training or professional development you've undertaken that aligns with the values of the organisation.
How to prepare for a job interview at Citizens Advice BANES
✨Showcase Your Listening Skills
As a Telephone Assessor, your ability to listen sensitively is crucial. During the interview, demonstrate your active listening skills by summarising what the interviewer says and asking clarifying questions. This will show that you understand the importance of client communication.
✨Familiarise Yourself with Relevant Legislation
Make sure you have a good grasp of the current legislation and policies related to the Citizens Advice service. Being able to discuss these topics confidently will highlight your commitment to staying informed and your readiness to provide accurate advice.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play scenarios during the interview where you may need to assess a mock client's situation. Practise how you would approach these conversations, focusing on identifying key issues and providing appropriate advice while maintaining control of the interview.
✨Demonstrate Teamwork and Collaboration
The role requires working as part of a team, so be prepared to discuss your experiences in collaborative environments. Share examples of how you've successfully worked with others to achieve common goals, and express your willingness to contribute positively to the team dynamic.