Come and work with us!

We’re looking for a part-time Trainee Assessor at our offices in Follaton House, Totnes. 

The role involves providing advice over phone and email to people contacting the Citizens Advice service for help. The work is varied and interesting and would suit someone who with excellent IT and research skills who is able to interrogate complex information, uncover the root of a problem, and can convey complex information simply and with empathy. The post holder will be motivated by our ethos of empowering clients to resolve the issues they face.

Full training will be provided.

Deadline for Applications: 4pm Weds 10 July 2024.

Full details:

JOB OPPORTUNITY
Trainee Assessor

Post title: Gateway Assessor
Salary: £22,308 to £26,904 full time equivalent, depending on experience
Hours: 15 hours per week between 9am – 5pm, Monday to Friday
Location: Based at Follaton House, Totnes with remote working possible once training is complete

Report to: Advice session supervisor
Contract: Fixed term to 31 st July 2025
Benefits: 4% pension contribution; 25 days annual leave plus bank holidays (pro rata); employee welfare package.

________________________________________

Citizens Advice South Hams are delighted to offer the opportunity to join our brilliant
advice team. Ideally suited to someone with customer services experience the post
holder will have a passion for alleviating the detrimental effects of the cost-of-living,
strong communication skills, good levels of personal organisation and be able to work in
a target driven way.
We are offering this role as a development opportunity and full training will be provided,
taking the successful candidate from entry point to adept assessor. Upon completion of
training, the role involves providing advice over the phone and by email to people
contacting the Citizens Advice service for help. The work is varied and interesting and
would suit someone who with excellent IT and research skills who is able to interrogate
complex information, uncover the root of a problem, and can convey complex
information simply and with empathy. The post holder will be motivated by our ethos of
empowering clients to resolve the issues they face.

Gateway Assessor Job Description
Once training is complete, the purpose of the role is to provide information and advice to
vulnerable clients which helps alleviate any immediate issues and takes a holistic look at
the client’s circumstances, helping resolve their wider issues.
1. Assessor Training
● Complete Citizens Advice Gateway Assessor training and be able to demonstrate a
thorough understanding of the organisation’s aim and principles.
● Develop a good understanding of the core advice service area and competently
conduct gateway interviews with members of the public.
● Have a good understanding of wider advice issues affecting clients, particularly debt,
benefits and housing.
2. Gateway assessor
● Provide 1-1 advice to clients over the phone and via email, making good use of
Citizens Advice systems and software.
● Interview clients using sensitive listening and questioning skills in order to allow
clients to explain their problem(s).
● Empower clients to resolve their issues making good use of trusted information
sources to find, interpret and communicate the relevant information, so that clients
can make informed decisions.
● Provide detailed write ups of each case using CA case management system.
● Escalate cases to a supervisor where appropriate.
● Utilise work queues to ensure client issues are resolved within agreed timeframes.
● Ensure all work conforms to Citizens Advice and project specific requirements.
● Keep accurate records, storing information confidentiality and securely.
● Identify and record outcomes.
● Keep line manager informed of any issues or concerns.
● Ensure that all work conforms to the organisation’s Office Manual and the Advice
Quality standard and other funding requirements, as appropriate
● Ensure that work reflects and supports the Citizens Advice service’s equality,
diversity and inclusion strategy
3. Other duties
● Identify and record social policy issues, making good use of Evidence Forms.
● Keep up to date with legislation, policies and procedures relating to all areas of
social welfare law
● Aide by health and safety guidelines and share responsibility for your own safety
and that of colleagues.
● Play a positive part in ensuring Citizens Advice South Hams is a great place to work
and volunteer.

Person Specification
1. Able to demonstrate a passion for and a good understanding of the aims and
principles of Citizens Advice.
2. Willing to develop the skills and knowledge to complete the training in a timely
manner.
3. Able to demonstrate an interest in helping clients relieve the detrimental effects of
the cost of living crisis and a good understanding of the skills involved in
interviewing clients.
4. Has an approachable manner and treats colleagues and clients with respect,
promoting our equity, diversity and inclusion goals.
5. Takes a systematic, ordered approach to problem solving and can demonstrate a
willingness to follow agreed procedures.
6. A strong communicator, able to listen with empathy, negotiate and represent the
views of others. Able to share key messages in written and spoken form in an
engaging manner.
7. Possesses excellent organisational skills and a tenacity to see matters through to a
successful conclusion, recording outcomes as appropriate.
8. Good record keeper with strong numerical skills, can accurately read, interpret and
manipulate complex data with confidence.
9. Ability to prioritise own work, meet deadlines and manage project load, working
effectively both independently and as part of a team. Able to meet agreed targets.
10. Ability to make good use of IT in the provision of advice and the preparation of
reports and submissions.
11. Ability to give and receive feedback objectively and sensitively and a willingness to
challenge constructively.
To express an interest in this role please email Janie Moor outlining, in a couple of
paragraphs, your interest in the role and how you meet the person specification. If you are
invited for an interview you will need to demonstrate your subject matter interest,
knowledge of CA and how closely you can meet the person specification.

Read the Trainee Assessor job description and fill out an Application form.

Please return completed the completed application form to janiemoor@southhamscab.org.uk by 4pm, Wednesday 10th July 2024.