Citizens Advice Face to Face Adviser

Talk to clients to explore what problems they have come to Citizens Advice for help with

Find information about the client's problems and help them to understand their options

Support clients to take action to resolve their problems. This might include drafting or writing letters, making phone calls or referring the client to another organisation

Help clients to complete forms either online or paper based

Write a summary of the client's problems and what action you've taken

Assist with spotting cases that are common or unfair, where further evidence may be required and a report written

Skills

Excellent verbal communication skills including telephone skills.

Good numeracy and literacy skills

Ability to access relevant signposting information including digital, electronic and written materials.

Good IT skills, including Word, email and internet

Flexibility and willingness to work as part of a team

Ability to encourage clients to do things for themselves wherever possible. Make sure they know they can come back if they have problems.

Ability to build the client's confidence and skills by providing access to appropriate services and online information