Telephone & Digital Adviser

Citizens Advice BANES; Greater London; On-site; GBP 22,000 - 34,000; Part time

Job summary

Citizens Advice Islington is seeking an adviser to support clients with social welfare guidance in Islington. The role combines telephone triage and in-person or online advice across a flexible schedule Monday to Friday.

You will work closely with clients, identify issues, and outline practical next steps to improve outcomes. Applicants should have a General Advice Certificate, excellent communication and listening skills, and a DBS check will be required.

Qualifications

• Must have General Advice Certificate.
• DBS check required.
• Strong communication and listening skills are essential.

Responsibilities

• Provide advice and support to people Monday to Friday.
• Deliver around 20 hours of telephone advice via the Advice Line and follow up online requests.
• Deliver around 15 hours of generalist advice including face-to-face, online or telephone as required.
• Work flexibly as part of the team and engage directly with clients to understand circumstances and advise on next steps.

Skills

Communication

Empathy

Active listening

Education

General Advice Certificate

Job description

Apply before 11.59pm on 15 October 2026.

Citizens Advice Islington is a free advice service for people living in the borough of Islington. We are strongly embedded in the local community, providing social welfare advice to over 6,000 Islington residents every year. Our clients receive face-to-face advice in our office and in six outreach community locations, as well as providing advice by telephone, email and online video.

Our Quality of Advice (QAA) standards are consistently high. To meet increasing demand and improve access to our services we are adding new adviser role as part of the team, providing advice and support to people Monday to Friday.

We thrive on a positive working environment, supported by long-term volunteers. You will enjoy learning, be very willing to support our clients, and work flexibly as part of our team. You will work directly with clients to understand their circumstances, identify the issues affecting them and offer advice regarding next steps.

This work will include around 20 hours of telephone advice via our Advice Line, including following up on advice requests received online, and around 15 hours of generalist advice including face-to-face, online or telephone as required (hours subject to change depending on demand). You will have obtained your General Advice Certificate. You will be passionate about helping people with excellent communication, empathy and listening skills.

This post is subject to a DBS check.

Citizens Advice Islington is a service provided by the charity RCJ Advice www.rcjadvice.org.uk and clients benefit from having access to the legal services provided by RCJ Advice.

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