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Citizens Advice SORT Ltd; Greater Manchester; Presencial; GBP 26 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible working opportunities

30 days annual leave + bank holidays,

Employee assistance scheme

Salary sacrifice scheme

Perks and savings scheme

Mental health and wider wellbeingIniti

Learning, development and growth

Resumo da oferta

Citizens Advice SORT Ltd in Greater Manchester is hiring a Frontline Adviser to deliver flexible, face-to-face drop-ins and Adviceline support across venues and remote channels. You will help vulnerable clients access timely, quality advice, guiding next steps and referrals in Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues.

The role is mobile across Greater Manchester, requiring travel between venues with a focus on excellent customer service, meeting tight

Qualificações

• Experience in a target-driven environment with a strong customer-service focus.
• Ability to handle telephone, face-to-face and digital communications to gather information.

Responsabilidades

• Provide face-to-face drop-in advice sessions at community venues and hubs.
• Deliver one-to-one appointments for clients needing more in-depth or ongoing support.
• Deliver high-quality, person-centred advice across Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues.
• Conduct telephone advice and information assessments on Adviceline, providing short advice and identifying next steps.
• Answer advice requests via webchat, WhatsApp and video advice.
• Record client interactions and casework on the CRM system.
• Signpost clients to appropriate services following protocols.
• Use judgement and problem-solving in a fast-paced environment.
• Follow up assessments with emails where appropriate.
• Record information from assessments onto the CRM system.
• Work flexibly across teams and locations with support from colleagues.
• Maintain accurate records in line with procedures and standards.

Conhecimentos

Customer service

Target driven

Communication skills

Digital communications

Descrição da oferta de emprego

We're looking for a flexible and compassionate adviser to join our team, working across our community outreach venues and our Adviceline service depending on demand. This role plays a vital part in helping people across Greater Manchester access timely, quality advice, whether face-to-face in local venues or over the phone through our Adviceline system and digital services.

The ideal candidate will have experience of working within a target driven environment where excellent customer service is provided and the client is at the heart of everything you do. You will have the ability to control a telephone, face-to-face interview and/or digital communications whilst gaining the right level of information from the client, allowing you to support the client's next steps in solving their issue.

This is a mobile role, so a willingness and ability to travel across Greater Manchester is essential.

This is a great opportunity for someone looking to make a difference to people's lives, supporting some of the most vulnerable people in society and helping them find a way forward.

What you'll be doing

• Provide face-to-face drop-in advice sessions at community venues and hubs.
• Deliver one-to-one appointments for clients needing more in-depth or ongoing support.
• Deliver high-quality, person-centred advice across areas such as Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues (full training and supervision available).
• Conduct telephone advice and information assessments on our Adviceline service, providing short advice, and identifying appropriate next steps such as casework or referrals.
• Answer advice requests via our digital services such as webchat, WhatsApp and video advice.
• Accurately record client interactions and casework on our digital case management systems.
• Signpost clients appropriately to suit their needs, following agreed protocols.
• Use sound judgement and problem-solving skills in a fast-paced, varied environment.
• Follow up assessments with emails where appropriate and in line with procedures.
• Record information given during assessment interviews onto the CRM system.
• Work flexibly across different teams and locations, with support from experienced colleagues and supervisors.
• Ensure accurate records of client interactions, advice, key dates and next steps are recorded in line with organisational procedures, department standards and Citizens Advice Quality Standards.
• Use IT systems in place to effectively manage emails, calendars, and other required systems and services.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Please read the job pack for more details: https://docs.google.com/presentation/d/1qCEKQRa5b_x7Q6QUFA5ZzbbZZ3u9oCyJHcELlcOx2FI/edit?usp=sharing

• Flexible working opportunities
• 30 days annual leave + bank holidays, pro rata (plus additional days for length of service)
• Employee assistance scheme
• Salary sacrifice scheme
• Perks and savings scheme
• Mental health and wider wellbeing initiatives
• Learning, development and growth opportunities

Salary: £25,844 to £28,261

Frontline Adviser

Company: Citizens Advice SORT Ltd Salary: £25,844 to £28,261 a year, pro rata Hours: Full-time Location: Greater Manchester Working pattern: Field-based Job type: Permanent Posting date: 15 Oct 2026 Closing date: 25 Oct 2026

Summary

We're looking for a flexible and compassionate adviser to join our team, working across our community outreach venues and our Adviceline service depending on demand. This role plays a vital part in helping people across Greater Manchester access timely, quality advice, whether face-to-face in local venues or over the phone through our Adviceline system and digital services.

The ideal candidate will have experience of working within a target driven environment where excellent customer service is provided and the client is at the heart of everything you do. You will have the ability to control a telephone, face-to-face interview and/or digital communications whilst gaining the right level of information from the client, allowing you to support the client's next steps in solving their issue.

This is a mobile role, so a willingness and ability to travel across Greater Manchester is essential.

This is a great opportunity for someone looking to make a difference to people's lives, supporting some of the most vulnerable people in society and helping them find a way forward.

What you'll be doing

• Provide face-to-face drop-in advice sessions at community venues and hubs.
• Deliver one-to-one appointments for clients needing more in-depth or ongoing support.
• Deliver high-quality, person-centred advice across areas such as Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues (full training and supervision available).
• Conduct telephone advice and information assessments on our Adviceline service, providing short advice, and identifying appropriate next steps such as casework or referrals.
• Answer advice requests via our digital services such as webchat, WhatsApp and video advice.
• Accurately record client interactions and casework on our digital case management systems.
• Signpost clients appropriately to suit their needs, following agreed protocols.
• Use sound judgement and problem-solving skills in a fast-paced, varied environment.
• Follow up assessments with emails where appropriate and in line with procedures.
• Record information given during assessment interviews onto the CRM system.
• Work flexibly across different teams and locations, with support from experienced colleagues and supervisors.
• Ensure accurate records of client interactions, advice, key dates and next steps are recorded in line with organisational procedures, department standards and Citizens Advice Quality Standards.
• Use IT systems in place to effectively manage emails, calendars, and other required systems and services.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Please read the job pack for more details: https://docs.google.com/presentation/d/1qCEKQRa5b_x7Q6QUFA5ZzbbZZ3u9oCyJHcELlcOx2FI/edit?usp=sharing

Salary: £25,844 to £28,261

Job benefits

• Flexible working opportunities
• 30 days annual leave + bank holidays, pro rata (plus additional days for length of service)
• 3% employer contribution
• Employee assistance scheme
• Salary sacrifice scheme
• Perks and savings scheme
• Mental health and wider wellbeing initiatives
• Learning, development and growth opportunities

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.