Trainee Advisor (Generalist)

Purpose of the Post:

To train to be a full generalist advisor progressing onto supervision level when appropriate experience has been gained.

To provide a high-quality advice service to clients – by a multi- channel delivery (telephone, web chat Face to Face and other digital communications) across our core services.

To provide cover and support to other projects including Household Support Fund and Foodbank Advice.

To provide high quality customer service to clients accessing the service.

Key Areas of Responsibility

Advice: Engage with clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.

Use the Citizens Advice Advisernet website to find, interpret and communicate relevant information.

Research and explore options and implications so that clients can make informed decisions.

Act for the client where necessary by calculating, negotiating, drafting or writing letters, emails and by telephone.

Negotiate with third parties such as statutory and non-statutory bodies as appropriate.

Ensure all work conforms to the organisation’s policies and procedures, the Advice Quality standards, other quality marks and other funder requirements as appropriate.

Ensure all work reflects and supports the Citizens Advice equality and diversity strategy.

Maintain high quality, detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.