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City Advice Session Worker

Customer Services Jobs

Citizens Advice LeicesterShire


NJC Scale 5 currently starting £19,650 with annual increments up to £20,043 per annum 6% employer pension contribution


Leicester (currently remote)

Job Overview

Salary: NJC Scale 5 currently starting £19,650 with annual increments up to £20,043 per annum 6% employer pension contribution Hours: 37 hours per week Responsible to: Leicester City Team Manager Location: Leicester City branch (temporarily remote) Line Manager: City Service Manager Contract: Permanent Purpose of role: To provide an effective and efficient face-to-face, telephone/video and email generalist advice service to the public for Citizens Advice LeicesterShire’s City Branch, outreach venues in Leicester City and where appropriate, home visits. Duties and Responsibilities Interview clients by a variety of channels using sensitive listening and questioning skills in order to allow clients to explain their issues and empower them to set their own priorities. Identify key information about the issue(s) including time limits, key dates and any requirement for urgent advice or action (using the Citizens Advice website, scripts and any other diagnostic tools, as necessary). Establish what outcome the client wants. Assess and agree the appropriate level of service, taking into consideration the client's ability to take the next step themselves, the complexity of the problem and Citizens Advice LeicesterShire’s resources. Refer clients appropriately (both internally and externally) to suit clients' needs following agreed protocols, including making arrangements and informing clients of what to expect. Signpost clients appropriately to suit their needs following agreed protocols. Provide clients with advice appropriate to their individual needs following agreed protocols. Record information and any advice given onto Citizens Advice LeicesterShire’s client management system(s). Meet daily personal targets. Ensure quality standards are met and contribute to the maintaining of organisational quality score to a minimum RAYG rating of Amber. Research and Campaigning Contribute to both local and national campaigns where appropriate. Raise and submit evidence forms where client circumstances fit with campaigns. Raise with clients (after consultation with line manager) the possibility of their involvement in campaigns. Professional Development and Training Keep up to date with advice changes, policies and procedures relating to the City service and processes. Undertake appropriate training as may be necessary to carry out your duties. Attend relevant internal and external meetings as agreed with your Line Manager. Prepare for and attend supervision meetings. Ensure annual GDPR training is completed. Other duties and responsibilities Uphold the aims and principles of the Citizens Advice service and its equal opportunities policies. Abide by Health and Safety guidelines and share responsibility for your own safety and that of colleagues. Be able to accommodate reasonable changes in working hours in order to meet the needs of the business. Any other duties as required to ensure the effective provision of the service.

Hours per week


Closing Date



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