Telephone Assessor/Adviser

Details Hide[-]

As a telephone assessor you will:

  • complete an introduction to Citizens Advice and training for your role;  
  • talk to clients over the phone, or on line to explore what problems they’ve come for help with and prioritise issues; 
  • give information using our information systems and other sources to help clients understand their situation and their options; 
  • write a summary of the clients’ problems and what action you’ve taken; 
  • identify problems that are common, or are unfair, and use our systems to highlight these problems


Additional information Hide[-]

Required Role

Telephone Assessor/Adviser

Key responsibilities

You don't need specific qualifications or experience to train for the role. You need to: be good at listening have a good telephone manner be confident or familiar with keyboard skills, including searching the internet be confident inputting data maintain case records be open minded and not judge clients enjoy helping people.

Mandatory SkillsHide[-]

  • Communication
  • Listening
  • Non-discriminatory
  • Non-judgemental
  • Positive attitude
  • Problem solving
  • Team Work
  • Telephone

Desirable Skills

  • IT, Computers and Web Skills
  • Office IT (Word, Excel etc)

Skill to gain

  • Administration and Clerical
  • Communication
  • Confidence
  • Initiative
  • Interpersonal
  • IT, Computers and Web Skills
  • Listening
  • Negotiation and influencing
  • Non-discriminatory
  • Non-judgemental
  • Numeracy
  • Office IT (Word, Excel etc)
  • Planning and organising
  • Positive attitude
  • Practical
  • Problem solving
  • Team Work
  • Telephone
  • Time Management
  • Opportunity and Recognition

When can you do this role/Calendar

Minimum commitment level: Once a week

Start Date: 10-07-2019

Start Time: 09:00 AM

End Time: 04:00 PM

  2. Monday
  3. Tuesday
  4. Wednesday
  5. Thursday
  6. Friday
  7. Saturday
  8. Sunday
  2. MORNING monday
  3. MORNING tuesday
  4. MORNING wednesday
  5. MORNING thursday
  6. MORNING friday
  7. MORNING saturday
  8. MORNING sunday
  2. AFTERNOON monday
  3. AFTERNOON tuesday
  4. AFTERNOON wednesday
  5. AFTERNOON thursday
  6. AFTERNOON friday
  7. AFTERNOON saturday
  8. AFTERNOON sunday
  2. EVENING monday
  3. EVENING tuesday
  4. EVENING wednesday
  5. EVENING thursday
  6. EVENING friday
  7. EVENING saturday
  8. EVENING sunday


Liverpool L25 2RJ, UK

To one-click apply for this opportunity you need to have completed the following:

  • You need to have an active account on this website
  • You need to have an active volunteering account
  • You need to have fully completed the volunteering profile set-up