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Citizens Advice Logo Citizens Advice · Customer Service

Telephone Assessor

United Kingdom 13468.00 / Year · Job Posted May 27, 2026

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Job Responsibility

  • Provide a quality service to clients through telephone and digital assessment on a range of issues on Advice Lewisham's Enquiryline
  • Interview and assess client's advice issue using sensitive listening and questioning skills
  • Identify key information about the client's advice issue considering time limits, key dates and requirements for urgent advice
  • Assess and agree the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and the organisation's resources
  • Provide assisted information, sigposting, and in some instances full advice (with the support of the supervisor)
  • Make records of assessments and next step provided on casebook database in accordance with Citizens Advice case recording standards
  • Keep up to date with legislation, policies and procedures and undertake appropriate training
  • Attend relevant internal and external meetings as agreed with the line manager
  • Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
  • Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production
  • Ensure IT information assurance training is completed on an annual basis
  • Ensure that all work conforms to the organisation's systems and procedures
  • Provide statistical information on the number of clients and nature of cases
  • Complete the required training to comply with quality assurance processes
  • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
  • Demonstrate commitment to the aims and policies of the CAL's service
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues

Requirements

  • Experience of citizens advice gateway advice needs assessment or equivalent
  • Good understanding of benefits system Ability to commit to and work within the aims, principles and policies of the Citizens Advice service
  • A good up to date understanding of equality and diversity and their application to the provision of advice
  • Ability to interview clients using sensitive listening and questioning skills to get to identify key advice issues and empower clients, whilst maintaining structure and control of interviews
  • Ability to make records of assessments in accordance with Citizens Advice case recording standards
  • Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively
  • Ability to monitor and maintain own standards
  • Effective written and oral communication skills with particular emphasis on case recording and form filling
  • Understanding of the issues affecting society and their implications for clients and service provision
  • Ability to use IT systems and packages
  • and electronic resources in the provision of advice, record keeping and document production
  • Ability and willingness to work as part of a team
  • A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics
  • Ability to understand statistics and check accuracy of calculation

Nice to have

  • Citizens Advice Gateway Assessor certificate
  • Experience of using our Casebook system
  • Experience of telephone advice assessment
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