Gateway Assessor - Empathetic Guidance & Insight

Citizens Advice; Greater London; On-site; GBP 24,000 - 36,000; Full time

Job summary

Citizens Advice in the United Kingdom seeks a Gateway Assessor to provide quality information and guidance to clients across face to face, telephone and digital gateways. You will supply accurate, personalised support and identify appropriate next steps.

You must have recent Gateway Assessor experience or experience informing the public, excellent listening and questioning skills, and a commitment to equal opportunities policies.

Qualifications

• 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

Responsibilities

• 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 through multiple channels.
• Demonstrated ability to explore clients' problems and identify appropriate next steps.
• Understand and support equal opportunities policies and service aims in daily practice.

Skills

Interpersonal skills

Sensitive listening

Questioning skills

Empathy

Job description

Citizens Advice in the United Kingdom seeks a Gateway Assessor to provide quality information and guidance to clients across face to face, telephone and digital gateways. You will supply accurate, personalised support and identify appropriate next steps.

You must have recent Gateway Assessor experience or experience informing the public, excellent listening and questioning skills, and a commitment to equal opportunities policies.