Vacancy at Citizens Advice Lewisham
Outreach Generalist Adviser (0.5FTE) & Telephone Assessor (0.5FTE)
Salary
£27,000 per annum (pro-rated to £13,500 for the 6-month contract, based on experience)
Hybrid – Remote, Lewisham Leemore Centre, and outreach locations across Lewisham
Vacancy listed
21/05/2025
Application deadline
04/06/2025
Details
Contract: Fixed-term – 6 months (with potential to extend)
Hours: Full-time, 35 hours per week
Location: Hybrid – Remote, Lewisham Leemore Centre, and outreach locations across Lewisham
Salary: £27,000 per annum (pro-rated to £13,500 for the 6-month contract, based on experience)
Reports to: Head of Advice
Hours: Full-time, 35 hours per week
Location: Hybrid – Remote, Lewisham Leemore Centre, and outreach locations across Lewisham
Salary: £27,000 per annum (pro-rated to £13,500 for the 6-month contract, based on experience)
Reports to: Head of Advice
About Citizens Advice Lewisham (CAL)
Citizens Advice Lewisham (CAL) is a local, independent charity and member of the national Citizens Advice network. We provide free, impartial, and confidential advice on a wide range of issues including welfare benefits, debt, housing, employment, immigration, and family matters. As lead of the Advice Lewisham Partnership, we serve over 22,000 clients annually and deliver high-quality, accredited services with a strong focus on positive client outcomes.
Citizens Advice Lewisham (CAL) is a local, independent charity and member of the national Citizens Advice network. We provide free, impartial, and confidential advice on a wide range of issues including welfare benefits, debt, housing, employment, immigration, and family matters. As lead of the Advice Lewisham Partnership, we serve over 22,000 clients annually and deliver high-quality, accredited services with a strong focus on positive client outcomes.
Role Purpose
To provide high-quality advice to clients through two key channels:
To provide high-quality advice to clients through two key channels:
-
0.5FTE Telephone Assessor – Delivering triage and initial advice via our Enquiryline and digital platforms.
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0.5FTE Outreach Adviser – Delivering in-person generalist advice at outreach locations across Lewisham.
This is a dual-function role requiring flexibility, adaptability, and a commitment to helping clients across multiple access points.
Key Responsibilities
Telephone Assessment (0.5FTE)
Telephone Assessment (0.5FTE)
- Interview and assess client needs over the phone using sensitive listening and questioning skills.
- Identify key issues, assess urgency, and determine the appropriate level of service (information, signposting, or full advice).
- Provide brief advice and assisted information; undertake case research using Citizens Advice resources.
- Record assessments and actions accurately on the Casebook system.
- Adhere to Citizens Advice quality and case recording standards.
Outreach Generalist Advice (0.5FTE)
- Deliver face-to-face advice across outreach venues in Lewisham.
- Provide support on welfare benefits, debt, and other generalist issues.
- Explore options and empower clients to make informed decisions.
- Where appropriate, act on behalf of the client (e.g. form filling, writing letters, negotiating with third parties).
- Maintain accurate and detailed case records.
- Ensure work supports the service’s commitment to equality, diversity, and inclusion.
Person Specification
Essential:
- Proven experience in generalist advice, including benefits and debt.
- Experience delivering telephone-based assessments and/or advice.
- Strong interviewing skills with the ability to sensitively elicit relevant information.
- Ability to interpret complex information and communicate it clearly.
- Competence using IT systems for case management and research (e.g. Casebook, AdviserNet).
- Commitment to continuous professional development.
- Strong written and verbal communication skills.
- Knowledge of current social issues and their impact on clients.
- Willingness to work from multiple locations and remotely as needed.
Desirable:
- Citizens Advice Gateway Assessor Certificate.
- Experience using Casebook system.
- Familiarity with outreach work in diverse community settings.
Professional Development & Team Contribution
- Attend training sessions and maintain up-to-date knowledge of relevant policies and legislation.
- Participate in supervision, team meetings, and reflective practice.
- Contribute to service improvement and research & campaigns activity.
Important Notice: Before you apply, please download and complete the application and diversity forms below. You will need to upload a completed application form and a diversity form to be considered for this role.
Attached documents
| Title | File |
|---|---|
| Job Description | 0.5FTE_Outreach_Generalist_Adviser__0.5FTE_Telephone_Assessor_JD.pdf |
| Application Form | Application_Form.docx |
| Diversity Monitoring Form | Diversity_Monitoring_Form_(2).docx |