Outreach Adviser

Citizens Advice Ltd; Eastbourne; Hybrid; GBP 17,000 - 22,000; Full time

Job summary

Citizens Advice Ltd in Eastbourne is seeking a Gateway Adviser (Outreach) to provide the first point of contact in community locations such as libraries, food banks and clinics. You will perform initial triage, offer practical information and signpost clients to specialist advisers where needed.

This fixed-term, office-based role requires digital proficiency, the ability to work independently and as part of a team, and a professional approach to enquiries.

Qualifications

• Digital proficiency required.
• Previous experience of giving advice is desirable but full training will be provided.

Responsibilities

• Greeting clients and conducting an initial triage interview
• Providing information and advice on a wide range of topics
• Assisting clients with completing paper and digital forms
• Making referrals to internal and external services
• Recording client interactions, outcomes and referrals electronically

Job description

Job summary

Location Eastbourne - various locations

Workplace Office based

Contract Fixed term contract, until 31 March 2027

Interviews will take place on 24 November 2026.

About the role

The Gateway Adviser (Outreach) is the vital first point of contact for clients seeking support from Citizens Advice within various community outreach locations (e.g., food banks, libraries, community centers, health clinics).

Operating on the front line, you will deliver an effective, empathetic, and efficient initial assessment (triage) service. Your role is to identify the client’s core issues, provide immediate basic information or signposting, and ensure they are seamlessly referred to internal specialist advisers or external partner agencies for in-depth support.

Your responsibilities will include:

• Greeting clients and conducting an initial triage interview
• Providing information and advice on a wide range of topics.
• Assisting clients with completing paper and digital forms.
• Making referrals to internal and external services.
• Recording client interactions, outcomes and referrals electronically.

This role requires digital proficiency, as well as the ability to work independently and as part of a team in a fast-paced, client-focused environment.

Previous experience of giving advice to a quality standard is desirable although full training will be given.