Generalist Adviser

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

Hours: Full Time (37 hours per week) - part time considered

Location: Ipswich – Office based

Salary: £ 24,454

Working as an Adviser with Citizens Advice offers the opportunity to make a meaningful difference to people’s lives at times when they most need support. We are seeking an enthusiastic and well-organised individual to join our Generalist Core Advice Team, supporting the local community from our Tower Street offices. With increasing demand for our services, this role is key to strengthening our capacity and working alongside our volunteer workforce.

You will act as the first point of contact for clients, providing advice face to face, over the telephone, and via email. Using strong listening and questioning skills, you will understand clients’ situations and provide appropriate advice, either through direct support, signposting, or arranging referrals and specialist appointments. This is a busy, front-line role requiring a calm, empathetic, and non-judgmental approach, along with the ability to be flexible and agile according to the needs to our clients as well as being methodical, organised and accurately recording information on our Case Management System.

Following induction, you will begin as a First Contact Adviser, identifying immediate needs and directing clients appropriately. With training and experience, you will progress to a Generalist Adviser role, delivering more in-depth advice, and will work flexibly across both roles as required. We are looking for someone who is proactive, detail-oriented, and a strong team player, and we would also consider applicants with the potential to develop into the role through a supported trainee pathway.

If you want to chat about the role further, you can contact the Chief Operating Officer by emailing [e-mail] or telephoning 01473 219772.

Closing date: 9am Monday 19th October 2026