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Generalist/Debt Adviser

Main duties and responsibilities may include:

  • Talk to clients, both face-to-face, on the telephone or online, letting the client explain their enquiry and helping the client to set priorities
  • Finding, interpreting and communicating the relevant information and exploring options and implications to enable the client to come to a decision
  • Acting, where necessary, on behalf of the client, negotiating drafting or writing letters or making appropriate referrals
  • Completing clear and accurate case records
  • Look out for problems that are common, or are unfair, and write a short report
  • Keeping up to date on important issues by attending the appropriate training and essential reading
  • Attending LCA meetings.


Some examples of what you could do: 

  • help client with debts to work out a reasonable amount to pay back, and make a phone call to an organisation they owe money to.
  • explore what benefits a client is entitled to and help them to complete a benefit application form.
  • help a client who has problems with their landlord to understand their housing rights.

Personal skills and qualities that an adviser needs:

  • A commitment to the aims and principles of the Citizens Advice service
  • Excellent communication skills
  • To be friendly and approachable
  • Able to communicate clearly both orally and in writing
  • Able to sift through information and extract that which is relevant
  • Good mathematical and IT skills
  • Be non-judgemental and have respect for views, values and cultures which are different to your own
  • To understand why confidentiality is important
  • A positive attitude to self-development and assessment
  • Able to work as part of a team
  • Able to recognise own limits and boundaries in the role.

No prior experience is necessary in these areas as you’ll receive full training.

For individuals who are doing advice giving roles, and who are also training to be a solicitor, if you started training to be a solicitor before 1st September 2021, you may be able to get up to six months reduction in your training contract.

If you started training to be a solicitor after 1st September 2021, you may be able to include time spent volunteering (or working) in advice giving roles as part of (or all of) your qualifying work experience. See Solicitors Regulation Authority for more information.

If you are interested in volunteering you can Apply Online, or you can Download the Application Form, fill it in, and send a printed copy to: Citizens Advice Epsom & Ewell, The Old Town Hall, The Parade, Epsom, KT18 5AG.

If you would like to chat about things before applying, you can express your interest online and we will get back to you by phone or email.

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