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- Tasks: Help clients via phone and digital assessments, providing essential advice and support.
- Company: Join Citizens Advice, a leading non-profit organisation dedicated to helping people navigate their challenges.
- Benefits: Enjoy a full-time role with potential for extension and opportunities for professional development.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive team environment.
- Qualifications: No prior experience needed; just bring your empathy, communication skills, and a willingness to learn.
- Other info: Applications close on 22/07/2025, so apply early to secure your chance!
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Telephone Assessor (full time) role at Citizens Advice
2 days ago Be among the first 25 applicants
Join to apply for the Telephone Assessor (full 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 (full time) employer: Citizens Advice
Contact Detail:
Citizens Advice 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 the role involves assessing clients over the phone, practice active listening and clear questioning techniques to ensure you can effectively gather information.
✨Tip Number 3
Research common issues that clients face when seeking advice. Being knowledgeable about these topics will allow you to demonstrate your understanding of the challenges clients encounter, making you a more attractive candidate.
✨Tip Number 4
Network with current or former employees of Citizens Advice. They can provide valuable insights into the role and the organisation's culture, which can help you tailor your approach during the 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 of a Telephone Assessor. Familiarise yourself with the skills required, such as sensitive listening and questioning skills, as well as the importance of accurate case recording.
Tailor Your CV: Customise your CV to highlight relevant experience, particularly in advice assessment or similar roles. Emphasise your understanding of the benefits system and any experience you have with telephone advice assessment.
Complete the Application Forms: Ensure that you fill out both the Application and Diversity forms provided in the link. Pay attention to detail and make sure all sections are completed accurately, as incomplete applications will not be considered.
Showcase Your Communication Skills: In your application, demonstrate your effective written communication skills. Use clear and concise language, especially when discussing your experience with case recording and form filling, as this is crucial for the role.
How to prepare for a job interview at Citizens Advice
✨Understand the Role
Before your 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 case recording.
✨Demonstrate Empathy
During the interview, showcase your ability to empathise with clients. Use examples from your past experiences where you successfully assessed client needs and provided appropriate advice, highlighting your understanding of the issues affecting society.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle sensitive situations. Practice responding to hypothetical scenarios related to client assessments, ensuring you articulate your thought process clearly.
✨Show Commitment to Professional Development
Express your willingness to engage in continuous professional development. Mention any relevant training or certifications you have completed, and discuss how you plan to stay updated on legislation and policies that impact the advice sector.
