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Adviceline Adviser/Gateway Adviser (Assessor)

Our initial interviews help clients to be quickly assessed and their issues progressed to the most appropriate next stage. That might be self-help information, basic benefit check or an appointment with a specialist adviser. Interviews may be carried out face-to-face or by telephone. You will:

  • talk to clients over the phone, face to face, or online to explore what problems they’ve come for help with
  • assess the risk and urgency of the client’s issues and their ability to deal with the problem themselves
  • identify the next step that needs to be taken, find information about the clients’ problems and help them to understand what their options are
  • summarise the content of the interview for the client and explain what happens next
  • ensure clients know they can return if necessary
  • write a summary of the client’s problems and what action you’ve taken
  • contribute to local and national Research and Campaigns work by identifying issues that affect a lot of people



Some examples of what you could do:

  • find the information online that explains when the client can claim Housing Benefit and how to apply for Housing Benefit in a client’s local area and explain it to them
  • Undertake a basic benefit check
  • Explain to a client their rights if they are homeless and what the Local Authority duty may be
  • Complete a debt assessment for a client in preparation for a debt appointment
  • Identify what steps a client can take to resolve their problem with a second hand car
  • Help a client find and understand what steps they can take to deal with their rent arrears


Specific qualifications or experience are not required to train to be an Assessor.

You need to:

  • have excellent verbal and written communication skills
  • have good listening skills
  • be friendly and approachable
  • have a good manner when talking to people, both face to face and on the phone
  • have basic maths and IT skills
  • be non-judgmental and respect views, values and cultures that are different to your own
  • enjoy helping people
  • 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

Full training is provided as well as ongoing support and supervision

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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