Frontline Adviser: First Contact to Generalist

Citizens Advice Ipswich; Ipswich; On-site; GBP 21,000 - 26,000; Full time

Job summary

Citizens Advice Ipswich is looking for an enthusiastic and well-organised individual to join our Generalist Core Advice Team, supporting the local community from our Tower Street offices. You will be the first point of contact for clients, offering advice face to face, over the phone, and via email with a calm, empathetic approach.

Following induction, you may start as a First Contact Adviser and progress to a Generalist Adviser, with opportunities to develop through a supported trainee pathway

Qualifications

• Front-line role requiring a calm, empathetic and non-judgmental approach.
• Strong listening and questioning skills to understand clients’ situations.
• Excellent organisation and accurate record-keeping on our Case Management System.

Responsibilities

• Provide advice face to face, over the telephone, and via email.
• Signpost to appropriate services or arrange referrals and specialist appointments.
• Act as first point of contact, directing clients and identifying immediate needs.

Skills

Active listening

Empathy

Communication

Job description

Citizens Advice Ipswich is looking for an enthusiastic and well-organised individual to join our Generalist Core Advice Team, supporting the local community from our Tower Street offices. You will be the first point of contact for clients, offering advice face to face, over the phone, and via email with a calm, empathetic approach.

Following induction, you may start as a First Contact Adviser and progress to a Generalist Adviser, with opportunities to develop through a supported trainee pathway