Welcome Assessor

CBR Business Solutions UK; Week St Mary; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Norfolk Citizens Advice is recruiting for Healthy Ageing Norfolk to join the Welcome Team in Norwich. You’ll be the first friendly voice for people referred to HAN, listening to what matters and guiding them to the right information or partners, over the phone.

The role is 37 hours per week, permanent, with 2–3 days in the office and 2–3 days remote. No prior experience needed; full training is provided. Closing date 26 November 2026.

Qualifications

• Warm, curious and organised approach to helping people.
• No prior experience required; full training provided.
• Ability to listen, ask good questions and identify needs.

Responsibilities

• Be the first friendly voice for HAN referrals.
• Listen to what matters and guide people to the right information or partners.
• Discuss health, home, money, mobility and connections over the phone and set realistic goals.

Skills

Listening

Communication

Empathy

Teamwork

Job description

Organisation Norfolk Citizens Advice Location Norwich office 2/3 days per week remote 2/3 days per week Website Visit organisation website Contract type Permanent – reviewed annually in line with funding Salary £25,867.13 pa Hours 37 hours per week Date posted 5 November 2026 Closing date 26 November 2026

Be the first friendly voice

When someone is referred into Healthy Ageing Norfolk (HAN), you’ll be the first person they speak to. Some will know exactly what they need. Others will be worried, unsure or reluctant to ask for help. Your job is to listen, find out what really matters to them, and make sure they get the right support – first time.

Over the phone, you’ll talk with people about their health, home, money, mobility and connections with others. You’ll help them choose a few realistic goals, then link them up with the right help, whether that’s information they can use straight away, or a referral to one of our HAN delivery partners: Norfolk Citizens Advice, Age UK Norwich and Voluntary Norfolk, or other local services.

It’s a role for someone who is warm, curious and organised – someone who can put people at ease, ask good questions and spot when something isn’t right. You’ll be part of a friendly, close-knit team, so we’re looking for someone who enjoys working with others – sharing ideas, offering a helping hand and supporting colleagues. You don’t need to have done this exact job before. Full training is provided.

About Healthy Ageing Norfolk

Healthy Ageing Norfolk is a partnership between Norfolk Citizens Advice, Age UK Norwich and Voluntary Norfolk, working together to proactively improve the health, wellbeing and independence of people aged 50 and over across Norwich, Broadland, South Norfolk and Great Yarmouth.

The Welcome Team is the front door to the programme. Every resident referred to HAN starts with a conversation with a Welcome Assessor, so the team plays a central part in making sure people get support that fits their lives, without duplication or delay.

About Norfolk Citizens Advice

Norfolk Citizens Advice is a trusted local charity supporting thousands of people each year across seven offices in Norfolk. With around 50 staff and 125 volunteers, we provide free, confidential and impartial advice to help people resolve their problems, improve their wellbeing, and navigate difficult times.

We are one of the county’s most trusted and enduring charities, supporting people through some of the most difficult moments in their lives. For more than 80 years, the service has been the place people turn to when they do not know where else to go. Today, we work in many towns offering walk‑in services, but also in lots of other sites such as community centres, hospitals, building societies, and foodbanks. No two days look the same, and every setting offers the chance to change a life.

The scale and impact of our work is extraordinary. Last year we helped over 18,000 people tackle complex issues–debt, housing, benefits, family relationships, employment and consumer problems–ensuring they get the advice and advocacy they need to move forward with confidence. Our support improves wellbeing, strengthens resilience and often prevents problems from spiraling into crisis. Many clients report on better mental and physical health because of our support.

We have long worked with Norfolk’s health system. Our partnerships with NHS organisations and local health services have ensured that advice is available where it has the greatest impact on wellbeing. Financial strain, insecure housing and employment worries often sit beneath poor mental or physical health. By addressing these social factors, our staff and volunteers reduce stress, improve stability and support healthier futures. Last year, we gave advice on over 71,000 issues affecting clients’ lives.

We work to the highest standards. We hold the Advice Quality Standard accreditation and maintain the highest rating of externally assessed performance. We are also authorized and regulated by the Financial Conduct Authority and hold Cyber Essentials and are working towards Cyber Essentials Plus in 2027.

What truly sets Norfolk Citizens Advice apart is the people. Our staff and volunteers are compassionate, welcoming, and committed to an inclusive approach. They bring energy and insight to solving problems, and they care deeply about making life better for the individuals and families we serve. When you join us, you become part of a team that supports each other, learns together, and takes pride in doing work that matters.

If you’re looking for a role with purpose – one that offers variety, challenge, human connection and the chance to make a measurable difference – Norfolk Citizens Advice is the place for you. Here, your work isn’t just a job. It’s a contribution to a stronger, healthier and more resilient Norfolk.

Closing Date: 26 November 2026

Interview Date: Rolling – we reserve the right to close this application early should we find a suitable applicant so please ensure you apply early

If you need any adjustments at any stage of the recruitment process, please email [e-mail].

Downloads

• Recruitment Pack