Frontline Generalist Adviser — Meaningful Community Impact

Citizens Advice Ipswich; Ipswich; On-site; GBP 22,000 - 27,000; Full time

Job summary

Citizens Advice Ipswich is seeking a dedicated First Contact Adviser to support residents from our Tower Street office. You will be the initial contact for clients, offering face-to-face, telephone, and email guidance, with a focus on listening and signposting to appropriate services.

As you gain experience, you may progress to a Generalist Adviser role, delivering more in-depth advice while working flexibly across both positions. Training and a supportive team environment are provided.

Qualifications

• Strong listening and questioning skills to assess client needs.
• Calm, empathetic, and non-judgmental approach to diverse clients.
• Ability to document information accurately in the Case Management System.

Responsibilities

• Act as the first point of contact for clients in person, by phone, and via email.
• Provide advice and signpost or arrange referrals and specialist appointments as needed.
• Progress from First Contact Adviser to Generalist Adviser with training and flexible duties.
• Demonstrate proactive, detail-oriented teamwork and maintain accurate client records.

Skills

Active listening

Questioning skills

Empathy

Organisation

Tools

Case Management System

Job description

Citizens Advice Ipswich is seeking a dedicated First Contact Adviser to support residents from our Tower Street office. You will be the initial contact for clients, offering face-to-face, telephone, and email guidance, with a focus on listening and signposting to appropriate services.

As you gain experience, you may progress to a Generalist Adviser role, delivering more in-depth advice while working flexibly across both positions. Training and a supportive team environment are provided.