City Advice Session Worker

Citizens Advice BANES; Leicester; On-site; GBP 21,000 - 27,000; Full time

Job summary

Citizens Advice BANES is seeking a City Advice Session Worker to provide generalist advice to residents across Leicester City, including at our Leicester branch and outreach venues, with home visits when appropriate. You will engage by phone, video, email and face-to-face, ensuring high-quality support for clients.

You will listen, explore options, and help clients make informed decisions while identifying entitlements and signposting to services, supported by training toward the Certificate in

Qualifications

• Excellent communication across written, verbal and digital channels.
• Warm, non-judgemental approach when supporting clients.
• Good time management and ability to prioritise tasks.
• Comfort with numbers and data entry.
• Willingness to learn and work toward the Certificate in General Advice.

Responsibilities

• Deliver generalist advice to Leicester residents by phone, video, email and face-to-face.
• Listen, explore options, and help clients make informed decisions.
• Take practical steps on the client’s behalf, such as letters or calls.
• Signpost to internal and external services and keep accurate case records.

Skills

Strong communication

Team player

Digital literacy

Customer service

Job description

About the role

About the role:

As a City Advice Session Worker, you'll provide generalist advice to residents of Leicester City - including at our Leicester branch, outreach venues across the city, and where appropriate, through home visits - by telephone, video, face to face and email, maintaining the high quality standards our clients deserve.

What your day-to-day will look like:

• -Delivering generalist advice to residents across Leicester City by phone, video, email and face to face.
• -Listening to clients, exploring their options and helping them make informed decisions about their situation.
• -Take practical steps on the client’s behalf such as calculating entitlements, writing letters, or making calls.
• -Carry out income maximisation activities through identification of appropriate benefits and other financial assistance.
• -Keeping accurate, up-to-date records on our case management system.
• -Signposting and referring clients to the right internal and external services.

About you:

• -Strong communication skills across written, verbal, and digital channels.
• -A warm, non-judgmental approach - especially with clients in distress or difficult circumstances.
• -Good time management and the ability to juggle competing priorities under pressure.
• -Confidence with digital tools, and comfort working with numbers.
• -A team-player mindset, with the ability to work independently when needed.
• -A genuine enthusiasm for learning - including working towards the Certificate in General Advice (full training provided).
• -Respect for and openness to diverse views, values, and cultures.
• -Ability to travel to locations across Leicester.

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.