Generalist Adviser

Citizens Advice Ltd; Ipswich; On-site; GBP 24,000 - 28,000; Full time

Job summary

Citizens Advice Ltd in Ipswich is seeking an enthusiastic First Contact Adviser to join our Generalist Core Advice Team from Tower Street offices. This frontline role handles face-to-face, telephone and email inquiries, requiring strong listening and questioning skills to understand clients’ situations and provide appropriate advice.

You will progress from First Contact Adviser to Generalist Adviser with training and a flexible approach across roles.

Qualifications

• First contact adviser role requiring face-to-face, phone and email support.
• Strong listening and questioning skills to understand clients’ situations.
• Calm, empathetic, non-judgmental approach with flexible working.
• Accurate recording of information in the Case Management System.

Responsibilities

• Be the first point of contact for clients and assess needs.
• Provide advice, signpost, or arrange referrals and specialist appointments.
• Record information accurately in the Case Management System.

Skills

Active listening

Communication

Questioning

Empathy

Team player

Organisational skills

Tools

Case Management System

Job description

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

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.

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