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Generalist Adviser

Various Locations


Required Hours 

1 to 2 days per week

Interview dates


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What will you do? 

  • Complete an induction to Citizens Advice and training for your role

  • Talk to clients 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

  • Explain the choices and consequences the client faces and support clients to take action to resolve their problem

  • Give practical help by writing letters, making phone calls or referring the client to another service and/or other agencies better placed to help

  • 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. 

Some examples of what you could do:

  • Find information online that explains how to apply for housing benefit and explain it to them

  • Explore what benefits a client is entitled to and book appointments if required to help them to complete a benefit application form

  • Help identify priority debts and refer to the appropriate service to help client deal with debt issues

  • Help a client who has problems with their landlord to understand their housing rights.

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What do you need to have?

You don’t need specific qualifications or skills but you’ll need to:

  • Be friendly and approachable

  • Be non-judgmental and respect views, values and cultures that are different to your own

  • Have good listening skills and enjoy helping people 

  • Have excellent verbal and written communication skills 

  • Have good maths and IT skills

  • Be able to understand information and explain it to others 

  • Be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection 

  • Be willing to undertake training in your role.

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What's in it for you? 

Make a real difference to people’s lives 

  • Learn about a range of issues such as benefits, debt, employment, immigration and housing

  • Gain and build on valuable skills such as listening, questioning, interpreting information and summarising 

  • Gain new skills in working remotely and using technology

  • Gain experience and increase your employability

  • Work with a range of different people, independently and in a team

  • Have a positive impact in your community. 

This role will help you to develop the following employability skills: Communication; Self-Management; Teamwork; Numeracy, Application of IT and Problem Solving.

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To find out more, contact: 

Pat Breslin

Volunteer Support #

0151 522 1400 Ext: 1732

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Valuing Inclusion 

Our volunteers come from a range of backgrounds and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and ethnically minoritised communities.

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