Gateway Assessor

Citizens Advice Ltd; Greater London; Presencial; GBP 27.000 - 32.000; Jornada completa

Descripción de la vacante

Citizens Advice Ltd is seeking a Gateway Assessor to help deliver high quality information and guidance to clients. The role involves face to face, telephone and digital gateway assessments, delivering personalised, accurate information while exploring clients’ problems and identifying suitable next steps.

You will need recent experience in gateway assessment or frontline information and advice work, strong listening and questioning skills, and a commitment to the service's aims and equal

Formación

• Recent experience in Gateway Assessor role or providing information, advice and guidance to the public via face to face, telephone and emails.
• Experience exploring clients’ problems and identifying appropriate next steps.
• Understanding of main enquiry issues involved in assessing clients' problems.
• Strong interpersonal skills, including sensitive listening and questioning, especially for telephony.
• Commitment to the Service’s aims, principles and equal opportunities policies.

Responsabilidades

• Assist in providing a quality service to clients through gateway assessment (face to face, telephone and digital).
• Supply accurate, personalised information and guidance to clients.
• Identify appropriate next steps by exploring clients’ problems.
• Demonstrate empathy and uphold equal opportunities policies.

Conocimientos

Gateway Assessor experience

Information & guidance

Active listening

Interrogation & questioning

Descripción del empleo

Interviews will take place on 5 November 2026.

About the role

The role will assist in providing a quality service to clients through face to face, telephone and digital gateway assessment by supplying accurate, personalised, relevant information and guidance. You must have:

• Recent experience of undertaking the role of Gateway Assessor or of providing information, advice and guidance to the public either through face to face, telephone and emails including experience of exploring clients’ problems and identifying appropriate next steps.
• An understanding of the main enquiry issues involved in assessing clients' problems
• Experience of using interpersonal skills, including sensitive listening and questioning skills to understand the needs of others, especially in the context of telephony
• To understand, empathise with and be committed to the Service’s aims, principles and equal opportunities policies