Outreach Generalist Adviser

Citizens Advice BANES; Lewisham; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Four day week

Remote one day a week

Outreach site work

Development and training

Job summary

Citizens Advice Lewisham is seeking an experienced Outreach Adviser to provide high-quality generalist advice in community settings, with a focus on benefits and debt. You will work across outreach sites and one remote day, supporting clients to understand options and take confident next steps.

You will join a supportive team, working to targets and quality standards while contributing to service improvement and development towards specialist debt advice roles.

Qualifications

• Substantial experience providing generalist advice across a range of topics.
• Experience delivering debt and benefits advice.
• Strong interview and listening skills.
• Excellent written and verbal communication abilities.
• Ability to research and explain complex information clearly.
• Experience with outreach settings and case management.

Responsibilities

• Provide generalist advice to clients in outreach settings, including benefits, debt and related welfare issues.
• Interview clients using sensitive listening and questioning skills to identify issues and plan next steps.
• Use AdviserNet and other sources to research, interpret and explain options, rights and implications.
• Support clients to make informed decisions with clear explanations and practical action planning.
• Draft letters, make calls and negotiate with third parties on behalf of clients.
• Maintain accurate, timely case records to support continuity of work and learning.
• Ensure compliance with procedures, data protection and quality standards.
• Promote equality, inclusion and accessibility in service delivery, tailoring support to needs.
• Collaborate with colleagues to share learning and improve service delivery.

Skills

Generalist advisory

Debt advice

Benefits advice

Interview clients

Communication skills

Research & analysis

Case management

Equality & diversity

Teamwork

Tools

AdviserNet

Job description

Job summary

Salary £28,000 to £32,000 per annum (depending on experience)

Location Four day week, with remote working one day a week and three days based at outreach locations across Lewisham.

Citizens Advice Lewisham is an independent local charity and a member of the national Citizens Advice network. We provide free, independent, impartial and confidential advice on a wide range of issues, including welfare benefits, debt, housing, immigration and family matters. Our outreach work helps us reach residents who may not be able to access support through our main channels.

What we offer

• Salary of £28,000 to £32,000 pro rata (depending on experience)
• Four day week, with 35 hours worked across four days
• Remote working one day a week
• Three days delivering advice at outreach locations
• A supportive culture with development and training built in
• A clear pathway to develop towards a specialist debt adviser role

About the role

As an experienced Outreach Adviser, you will provide high quality generalist advice in community settings, supporting clients with practical, one-off advice, assisted information and signposting. You will work across a broad range of issues with a particular focus on benefits, debt and related enquiries, ensuring clients understand their options and feel confident to take the next steps.

You will be part of a friendly and high performing advice team, working to agreed targets and quality standards, and contributing to continuous improvement in how we deliver outreach services.

The role offers a salary of £28,000 to £32,000 pro rata, depending on experience. It is structured around a four-day working week, with 35 hours worked across those four days, supporting a healthy work–life balance.

The post combines flexibility with frontline impact, including remote working for one day a week and three days delivering advice at outreach locations. You would be joining a supportive and inclusive culture where development and training are built in, alongside a clear pathway to progress towards a specialist debt adviser role.

Key responsibilities

• Provide generalist advice to clients in outreach settings, including benefits, debt and related social welfare law issues.
• Interview clients using sensitive listening and questioning skills to identify issues, clarify priorities and agree next steps.
• Use AdviserNet and other reliable information sources to research, interpret and explain options, rights and implications.
• Support clients to make informed decisions through clear explanations, practical action planning and appropriate signposting.
• Act for clients where appropriate, including drafting letters, making telephone calls and negotiating with third parties.
• Maintain accurate, timely case records to support continuity of work, monitoring, reporting and service learning.
• Ensure all work complies with organisational procedures, data protection requirements and relevant quality standards.
• Promote equality, inclusion and accessibility in all aspects of service delivery, tailoring support to individual needs.
• Work collaboratively with colleagues to share learning, improve service delivery and support team objectives.

Working pattern

This role is 35 hours per week, worked across a four day week. You will normally work one day from home (for case follow-up, research and administration) and three days delivering advice at outreach locations. Exact days and outreach sites will be agreed with the line manager, based on service need.

Person specification

• Substantial experience providing generalist advice across a range of topics and managing an advice caseload.
• Confidence providing debt and benefits advice and understanding how these issues interact with wider client circumstances.
• Ability to interview clients using sensitive listening and questioning skills, maintaining structure and control of meetings.
• Strong written and verbal communication skills, including an ability to negotiate effectively and explain complex information clearly.
• Ability to research, analyse and interpret complex information and present it clearly in writing and verbally.
• Ability to maintain accurate case records and work in line with organisational systems, procedures and quality standards.
• Good understanding of equality and diversity and how these apply to advice delivery.
• Competence using information technology for case management, document production and online research.
• Ability and willingness to work as part of a team, share learning and contribute positively to service development.
• Commitment to continuous professional development and willingness to build knowledge across advice topics.
• Experience of delivering advice in community or outreach settings.
• Experience of working with clients facing multiple disadvantage, including digital exclusion, language barriers or accessibility needs.
• Understanding of referral pathways and local support services within Lewisham.

Training and development

We invest in our people. You will receive induction, ongoing training and regular support and supervision. For the right person, there is a clear opportunity to build specialist knowledge and progress towards a debt adviser role.