Gateway Assessor/ Trainee

Citizens Advice Ltd; Leeds; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Flexible hybrid working

Supportive environment

Training and development

Impactful community work

Job summary

Citizens Advice Ltd in Leeds is seeking a Gateway Assessor to be the first point of contact for clients, using listening and questioning to understand issues and provide information, signposting and referrals. You’ll work across face-to-face, telephone, webchat and email channels, and contribute to team rotas and KPIs.

You will join a busy gateway assessment team in a hybrid setup from Leeds City Centre Hub, delivering high-quality advice with empathy to potentially vulnerable clients and

Qualifications

• Excellent listening and questioning skills to assess client needs.
• Strong written and oral communication.
• Ability to work independently and meet deadlines.
• Team player contributing to rota, targets and KPIs.
• Experience working with vulnerable clients is beneficial.

Responsibilities

• Respond to clients via face-to-face, telephone, webchat and email.
• Provide information, signposts and referrals to advice providers.
• Arrange appointments with appropriate services.
• Contribute to team rota, targets and KPIs.

Skills

Strong communication

Listening skills

Questioning skills

Organisation

Teamwork

Resilience

Job description

The Gateway Assessor acts as the first point of contact for our service, using listening and questioning skills to understand and explore clients’ issues, and providing information, signposting and/or making referrals and where appropriate appointments with advice providers.

You will be working as part of our busy gateway assessment team, who respond to clients contacting us through a range of channels – face to face drop in, our telephone advice line, and by webchat and email.

Strong oral and written communication skills are essential, as is the ability to listen, engage and empathise with potentially vulnerable clients. You should be organised and resilient, with the ability to work independently on a number of tasks to meet deadlines.

You will be a good team player, delivering high quality advice to clients, and contributing to the team rota, targets, and KPIs to provide an excellent service.

What We Offer:

Flexible working patterns with the option of hybrid working

Supportive, inclusive work environment

Ongoing training and development to help you grow

A real chance to make an impact in the lives of people across Leeds

Who We’re Looking For:

We’re seeking people with strong communication skills, resilience, a commitment to social justice, and the desire to support our communities through high-quality advice and casework.

Whether you’re exploring a client’s problem with them, supporting someone through an advice issue , guiding a client through the benefits system, or supervising advisers and volunteers, your work will be vital – and valued.

Based in Leeds from our City Centre Hub/Hybrid.

Be part of a trusted organisation that helps thousands of people to navigate life’s challenges with dignity and confidence.

We’re Disability Confident

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