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Citizens Advice Ipswich; Ipswich; On-site; GBP 21,000 - 26,000; Full time

Job summary

Citizens Advice Ipswich is looking for an enthusiastic and well-organised individual to join our Generalist Core Advice Team, supporting the local community from our Tower Street offices. You will be the first point of contact for clients, offering advice face to face, over the phone, and via email with a calm, empathetic approach.

Following induction, you may start as a First Contact Adviser and progress to a Generalist Adviser, with opportunities to develop through a supported trainee pathway

Qualifications

• Front-line role requiring a calm, empathetic and non-judgmental approach.
• Strong listening and questioning skills to understand clients’ situations.
• Excellent organisation and accurate record-keeping on our Case Management System.

Responsibilities

• Provide advice face to face, over the telephone, and via email.
• Signpost to appropriate services or arrange referrals and specialist appointments.
• Act as first point of contact, directing clients and identifying immediate needs.

Skills

Active listening

Empathy

Communication

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.