Gateway Adviser (Outreach)
The Gateway Adviser (Outreach) is the vital first point of contact for clients seeking support from Citizens Advice within various community outreach locations (e.g., food banks, libraries, community centres, health clinics).
Operating on the front line, you will deliver an effective, empathetic, and efficient initial assessment (triage) service. Your role is to identify the client’s core issues, provide immediate basic information or signposting, and ensure they are seamlessly referred to internal specialist advisers or external partner agencies for in‑depth support.
Your Responsibilities Will Include
- Greeting clients and conducting an initial triage interview
- Providing information and advice on a wide range of topics.
- Assisting clients with completing paper and digital forms.
- Making referrals to internal and external services.
- Recording client interactions, outcomes and referrals electronically.
This role requires digital proficiency, as well as the ability to work independently and as part of a team in a fast‑paced, client‑focused environment.
Previous experience of giving advice to a quality standard is desirable although full training will be given.
