Generalist Adviser
Salary £ 24,500 - £29,500 (Band C)
Cornwall (Falmouth & Penryn area)
Vacancy listed 29/07/2025
Application deadline 12/08/2025
Details
Citizens Advice Cornwall are looking for a new Generalist Adviser. Our Generalist Advisers are the bedrock of our work — talking to people about their problems, helping them find a way forward, and supporting them to make informed decisions about their future. In this role, you will work on one of our key partnership projects, support Drop-In sessions in our Core Serve and carry out casework from one of our offices. Working as an adviser provides a wide range of valuable skills and offers the satisfaction of helping a diverse cross-section of society with a broad variety of issues.

This role has the potential for further development and progression, and following the successful completion of training, there may be the opportunity to take on additional line management responsibilities for a team of volunteers. Should these responsibilities be undertaken, a review process will be carried out to clearly outline activities and support required, and this will be appropriately renumerated to reflect the additional duties. As such, previous experience or skills in line management will be assessed as a desirable criterion during the interview process.

Person specification


Essential Criteria 
  • Experience of working with people in a supportive role and managing complex needs of customers/clients.
  • Proven experience of exploring, researching and tailoring advice and support for clients. An ability to sift through information and extract the relevant parts.
  • Demonstrable ability as an adaptable and effective communicator, delivering and accepting information at a variety of people levels (verbal, written, presentation).
  • Well-developed interpersonal skills and the ability to build successful partnerships.
  • Ability to systematically manage a varied workload, meeting deadlines, targets and managing a full caseload. 
  • Proven ability to prioritise effectively, to multi-task, adapt and cope well under pressure
  • Able to demonstrate resilience of emotional robustness when dealing with difficult and sensitive issues.
  • Proven ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best.
  • Ability to use IT packages and systems/software, including Microsoft Word (Word, Excel, Powerpoint) or similar, planning or database packages and the ability to use email and maintain an electronic diary. Experience with Citizens Advice systems (Casebook, Advisernet, Adviceline) is useful but not essential.
  • Willingness to work as part of a team or alone; able to work on own initiative.
  • Commitment to reflective performance and continuing professional development.
  • The ability to commit to and work within the aims, principles and policies of the Citizens Advice service and the vision of Citizens Advice Cornwall.
  • Ability and willingness to travel and work across Cornwall.

Desirable Criteria
  • Knowledge and recent experience of providing Generalist Advice/casework to clients.
  • Current experience of effectively managing a team.
  • Experience of working in the charitable/third sector and/or working with groups of volunteers.
  • An ability to help build a collaborative ‘one-team’ culture whereby staff and volunteers, as far as possible, contribute their skills, experience and time flexibly across our service to meet the needs of our clients and colleagues. Therefore, a flexible approach to working and planning would be desirable.
 

In accordance with our local policy the successful candidate will be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.

Benefits

We offer:
- 37 hours per week
- Salary: FTE £24,000 - £29,000 (Band C) per annum (dependent on experience and qualifications), pro rata for part-time work.
- Permanent.
- Initially this role offers the opportunity to work from locations in the Penryn & Falmouth area (once fully trained), with frequent work at other locations/offices as required to perform the role.
- An opportunity to work for a well-respected local charity.
- Being part of a team focused on client needs.
- Access to mental health and wellbeing support.
- 25 days Annual Leave, plus 8 Bank Holidays (pro rata for part-time working).
- Additional time-off over the organisation’s Christmas Closure period (determined each year by the Trustee Board).
- Opportunity to accumulate additional holiday for length of service.
- Access to Enhanced Sick Pay, subject to contract terms.
- Continuous Professional Development.
- Access to an Employee Assistance Programme to support physical and mental health & wellbeing.
- Access to contributory pension scheme.

Attached documents
Title File
Application form Application_Form.docx
Application form guidance Application_Form_Guidance.pdf
Job pack Generalist_Adviser_Job_Pack_July_2025_(1).pdf
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