Advice Assistant Role

• Get Started: Complete an introduction to Citizens Advice and training for your role.
• Assist Advisers: Work with Citizens Advice advisers to help clients with specific tasks.
• Document Actions: Write summaries of clients’ problems and the actions you’ve taken.

Some examples of tasks you might do include:

• Initial Contact: Reach out to clients referred by external agencies or who self-referred using our postcard system.
• Record Details: Enter new client details into our client management system (Casebook).
• Book Appointments: Schedule appointments for existing clients.
• Make Referrals: Refer clients to external agencies like foodbanks or other advice centers.
• Respond to Emails: Handle simple email inquiries.
• Cover Phone: Answer office phone calls on a rota basis to book or reschedule appointments for existing clients.
• Find Information: Look up information on our public website, Gov.uk, and Shelter about benefits, housing, consumer issues, and family matters.
• Help with Letters: Assist clients in writing letters using templates and sample letters from our public website, AdviserNet, and Shelter.
• Complete Forms: Help clients fill out income and expenditure forms.
• Find a Lawyer: Assist clients in finding a lawyer.

• Make a Difference: Help improve people’s lives.
• Learn About Important Issues: Gain knowledge about benefits, debt, and more.
• Develop Valuable Skills: Build your communication and listening skills.
• Boost Your Job Prospects: Enhance your employability.
• Work with Diverse People: Collaborate with different individuals, both on your own and in a team.
• Impact Your Community: Have a positive effect on your local area.
• Reimburse Expenses: We’ll cover your expenses too.

You don’t need any special qualifications or skills, but you should:

• Be Friendly and Approachable: Make people feel welcome and comfortable.
• Be Non-Judgmental: Respect and appreciate different views, values, and cultures.
• Have Good Listening Skills: Pay close attention and understand what others are saying.
• Have Strong Communication: Be able to speak and write clearly.
• Have Basic Maths and IT Skills: Be comfortable with numbers and using computers.
• Understand and Explain: Grasp information and be able to explain it to others.
• Be Willing to Learn: Learn about and follow our goals, principles, and policies, including keeping information confidential.
• Be Ready for Training: Complete training for your role.

Ideally we ask for 8 hours per week, which can be over one day or spread over two days, for at least 12 months. We can be flexible so come and talk to us.

Our volunteers come from all kinds of backgrounds, and we especially welcome applications from disabled people, those with physical or mental health conditions, LGBT+ and non-binary individuals, and people from Black, Asian, and Minority Ethnic (BAME) communities. If you're interested in becoming an adviser and want to talk about flexible options for location, timing, or how we can support you, please get in touch with us.

Either apply now by clicking the button below, or if you have more questions about this role, email us at recruitment@citizensadviceoxford.org.uk