Role Purpose
To provide high-quality advice to clients through two key channels:
0.5FTE Telephone Assessor – Delivering triage and initial advice via our Enquiryline and digital platforms.
0.5FTE Outreach Adviser – Delivering in-person generalist advice at outreach locations across Lewisham.
This is a dual-function role requiring flexibility, adaptability, and a commitment to helping clients across multiple access points.
Key Responsibilities : Telephone Assessment (0.5FTE)
- Interview and assess client needs over the phone using sensitive listening and questioning skills.
- Identify key issues, assess urgency, and determine the appropriate level of service (information, signposting, or full advice).
- Provide brief advice and assisted information; undertake case research using Citizens Advice resources.
- Record assessments and actions accurately on the Casebook system.
- Adhere to Citizens Advice quality and case recording standards.
Outreach Generalist Advice (0.5FTE)
- Deliver face-to-face advice across outreach venues in Lewisham.
- Provide support on welfare benefits, debt, and other generalist issues.
- Explore options and empower clients to make informed decisions.
- Where appropriate, act on behalf of the client (e.g. form filling, writing letters, negotiating with third parties).
- Maintain accurate and detailed case records.
- Ensure work supports the service’s commitment to equality, diversity, and inclusion.
Person Specification
Essential
- Proven experience in generalist advice, including benefits and debt.
- Experience delivering telephone-based assessments and/or advice.
- Strong interviewing skills with the ability to sensitively elicit relevant information.
- Ability to interpret complex information and communicate it clearly.
- Competence using IT systems for case management and research (e.g. Casebook, AdviserNet).
- Commitment to continuous professional development.
- Strong written and verbal communication skills.
- Knowledge of current social issues and their impact on clients.
- Willingness to work from multiple locations and remotely as needed.
Desirable
- Citizens Advice Gateway Assessor Certificate.
- Experience using Casebook system.
- Familiarity with outreach work in diverse community settings.
- Professional Development & Team Contribution
- Attend training sessions and maintain up-to-date knowledge of relevant policies and legislation.
- Participate in supervision, team meetings, and reflective practice.
- Contribute to service improvement and research & campaigns activity.