Generalist Adviser

Citizens Advice Ipswich; Ipswich; On-site; GBP 22,000 - 26,000; Full time

Job summary

Citizens Advice Ipswich is seeking an enthusiastic First Contact Adviser to greet clients and assess needs face-to-face, by phone, and via email from our Tower Street offices.

You will signpost to appropriate services or arrange referrals, recording all interactions accurately on our Case Management System. Training and progression to a Generalist Adviser role are available.

Qualifications

• Numerate to an intermediate level.
• IT literate to an intermediate level (including Microsoft Office).
• Experience delivering excellent customer service.

Responsibilities

• Act as the first point of contact for clients face to face, by phone and by email.
• Provide appropriate advice through direct support, signposting or arranging referrals.
• Record information accurately on the Case Management System and maintain documentation.

Skills

Oral communication

Written communication

Organisational skills

GDPR awareness

Customer service experience

Education

Numerate to intermediate level

Tools

Microsoft Office

Case Management System

Job description

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.

Please note that, in the event of a high volume of applications, we reserve the right to close the vacancy early.

Interview date: To be confirmed

Qualifications

• Numerate to an intermediate level.
• IT literate to an intermediate level (including Microsoft Office).

Skills & Competencies

• Strong oral communication, able to engage with people from all backgrounds and levels.
• Confidently and sensitively handle personal or complex information with clients and stakeholders.
• Well-developed written communication for reports, correspondence, and case reviews.
• Strong organisational skills with attention to detail; able to follow and improve agreed procedures.
• Competent in using IT systems for telephone/online advice, case recording, and reporting.
• Awareness of current GDPR legislation.
• Experience delivering excellent customer service.
• Flexible, collaborative, and willing to support team and ad hoc tasks.

Knowledge

• Understanding issues in client interviewing and barriers to accessing rights.
• Awareness of social trends and implications for clients and service delivery.
• Knowledge of Citizens Advice aims, principles, and equality/diversity policies.
• Understanding of Universal Credit and welfare benefits, or willingness to train.

Experience

• Experience in customer-facing roles.

Personal Attributes & Qualities

• Organised approach to casework, with attention to procedures and detail.
• Able to prioritise workload, meet deadlines, and manage own caseload.
• Commitment to ongoing professional development.
• Ability and willingness to work collaboratively within a team.
• Monitor and maintain own standards while supporting colleagues.
• Give and receive feedback objectively and constructively.