Telephone Assessor - Citizens Advice Sutton

You will be the first point of contact for people in your community seeking advice and information on how to resolve their problems on a range of issues including welfare benefits, debt, housing, employment, consumer as well as other areas. You will be fully trained and supported at all times, and have the opportunity to learn about people's contractual and statutory rights as well as honing your communication, people and IT skills in a friendly and supportive environment. Many of our volunteers have used their experience with us to secure paid employment. So as well as helping your local community you will also get something back.

About the Organisation

Citizens Advice Sutton is a registered charity offering free, confidential, impartial and independent advice and information to anyone living or working in the London Borough of Sutton. Our team of carefully selected volunteers and staff provide advice on a range of issues, the most common being welfare benefits, debt, housing, energy, employment and consumer. We also cover tax, family and social care as well as level 1 immigration advice. Our caseworkers can challenge decisions by appeals to tribunals and we are regulated by the FCA to provide a full range of debt advice while our Housing Solicitor offers specialist advice funded by Legal Aid. We work in partnership with other organisations and our aim is to ensure the client's legal rights and responsibilities are met to achieve the best outcome for them.

What you will be doing

Working in a small, friendly team, you will:

  • Take calls from clients on the phone to establish what help they need.
  • Identify any emergencies/ urgent issues including safeguarding.
  • Research the answers using accredited online and offline sources of information.
  • Check and consult with supervisor to ensure the advice is accurate, timely and personalised to the client and covers all aspects.
  • Relay this to client and make sure they understand and take action if necessary.
  • Book appointments with advisers if the issue is too complex to deal with over the phone or if the client is vulnerable.
  • Write up the case record on our online in-house case management system.

On any one day you may be helping clients with a range of issues including benefit entitlement, relationship breakdown, neighbour disputes, parking fines and evictions - no day is the same and you will never be bored.

What's in it for you?

A chance to give back to your community while learning about a whole range of issues. You will be fully trained and supported at all times, and given the opportunity to learn and improve your oral and written communication skills as well as honing your interpersonal and listening skills. You will be a key member of a small team all sharing the same goal to help people. As well as job satisfaction, your experience will be valued and stand you in good stead to secure paid employment if that is your aim.

What skills will you need?

  • Good level of English - oral and written.
  • Good listening skills.
  • Basic IT skills.
  • Ability to quickly understand and grasp key facts to enable next steps.
  • Take direction from the supervisor and comply with our systems.
  • Subscribe to our principles and values.

Most of all we want people you are committed, enthusiastic and willing to learn.

What's the time commitment and where? 

Time Commitment:

We need people to cover Tuesday and Friday every week from 9am to 5pm and will consider split shifts ie morning or afternoon if you are unable to do a whole day. We need people to commit to long-term volunteering.

Role Address: 

You will be based in our Wallington Office (68 Parkgate Road, Wallington, SM6 0AH).

How can I apply?

Please complete the form below and we will put you in contact with the organisation.   It’s helpful if you can tell us a little about yourself and why you’re interested in this role in the message box below. 

By completing this form you agree for us to pass on your contact details to the organisation.

 

 

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