Citizens Advice SORT Group
Frontline Adviser
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Title
We’re looking for a flexible and compassionate adviser to join our team, working across our community outreach venues and our Adviceline service depending on demand. This role plays a vital part in helping people across Greater Manchester access timely, quality advice, whether face-to-face in local venues or over the phone through our Adviceline system and digital services.
The ideal candidate will have experience of working within a target driven environment where excellent customer service is provided and the client is at the heart of everything you do. You will have the ability to control a telephone /face to face interview and/or digital communications whilst gaining the right level of information from the client allowing you to support the clients next steps in solving their issue.
This is a mobile role, so a willingness and ability to travel across Greater Manchester is essential.
This is a great opportunity for someone looking to make a difference to people's lives, supporting some of the most vulnerable people in society - helping them find a way forward.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Responsibilities
- Provide face-to-face drop-in advice sessions at community venues and hubs.
- Deliver one-to-one appointments for clients needing more in-depth or ongoing support.
- Deliver high-quality, person-centred advice across areas such as Welfare Benefits, Debt, Housing, Immigration, Employment, and Consumer issues (full training and supervision available).
- Conduct telephone advice and information assessments on our Adviceline service, providing short advice, and identifying appropriate next steps such as casework or referrals.
- Answer advice requests via our digital services such as webchat, whatsapp and video advice.
- Accurately record client interactions and casework on our digital case management systems.
- Signpost clients appropriately to suit their needs, following agreed protocols.
- Use sound judgement and problem-solving skills in a fast-paced, varied environment.
- Follow up assessments with emails where appropriate and in line with procedures.
- Record information given during assessment interviews onto the CRM system.
- Work flexibly across different teams and locations, with support from experienced colleagues and supervisors.
- Ensure accurate records of client interactions, advice, key dates and next steps are recorded in line with organisational procedures/department standards and Citizens Advice Quality Standards
- Use IT systems in place to effectively manage emails, calendars, and other required systems and services
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Essential criteria
- Experience of working in communities and over the phone, speaking to customers/clients, providing excellent customer service using a variety of digital communication channels with customers/clients.
- Ability to research and interpret complex information and communicate this.
- Strong communication and interpersonal skills – able to listen sensitively and explain clearly.
- Confident using digital tools and case management systems to manage workload.
- Organised, self-motivated, and comfortable working both independently and as part of a dispersed team.
- Willing and able to travel across Greater Manchester to fulfil outreach and rota commitments.
- Ability to shift priorities dependant on demands.
Benefits
- Flexible working opportunities
- 30 days annual leave + bank holidays, pro rata (plus additional days for length of service)
- 3% employer contribution
- Employee assistance scheme
- Salary sacrifice scheme
- Perks and savings scheme
- Mental health and wider wellbeing initiatives
- Learning, development and growth opportunities
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location