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Adviceline Agent (remote / hybrid / in-person)

Job Details

Hours: Full-time or part-time
Location: London Borough of Hounslow, hybrid or remote working
Salary: Up to £24,000 p.a. (depending on experience)
Contract: 1 year fixed term (strong possibility of extension)
Closing date: Ongoing
Interview date: To be arranged with shortlisted candidates

Citizens Advice Hounslow is a well-established charity operating in the London Borough of Hounslow, supporting over 10,000 clients a year. In the backdrop of the current cost of living crisis, all our services are in high demand. To better serve our community, we want to increase our capacity for telephone support. We are looking for an Adviceline Agent, with the ability to take calls and provide information to our clients through our free phone helpline.

In particular, the role requires you to:

  • conduct a thorough exploration of the client’s problems over the phone in order to gain an accurate picture of their situation
  • spot emergency issues and take appropriate action
  • identify welfare benefits, grants, schemes and other sources of income that the client may be eligible for, using a benefit calculator where necessary.
  • give comprehensive, reliable information and, if required, refer or signpost or book an appointment for the client, taking the most appropriate next step.
  • write up case notes to Citizens Advice standards

For more information about the role and the criteria required to apply for the post, please download the Job Description and Person Specification.

How to Apply

Please download and complete an Application Form, explaining how you meet each point in the Person Specification and email it to: email hidden; JavaScript is required.

Please note:  We can only respond to successful applicants. If you do not hear from us within three weeks from receipt of your application, please assume that it has been unsuccessful.

We offer a range of employee benefits, including generous annual leave, pension contribution, and training and opportunities to continue your professional development.

We consider applications from all applicants who meet the person specification irrespective of sex, gender reassignment, marriage or civil partnership status, pregnancy and maternity, sexual orientation, race, religion or belief, age, or disability.