If you're a good communicator and you're looking for a new challenge and want to make a difference for your local community, read the job description below and then send us your CV and a covering letter detailing why you meet the specification or download an application form and complete it.

Guidance notes for applicants can be found here.

Applicants must be aged 18-24 on their start date and be in receipt of Universal Credit. For more information on the kickstart scheme and government rules please see https://www.gov.uk/government/collections/kickstart-scheme


Applications need to be submitted to [email protected] by: 25th June 2021 for first 2 placements. By 30th July 2021 for final 2 placements.

If you need a hard copy of the form please contact [email protected] and we can post one to you. 


Hours of work: 25 hours per week (Monday to Friday, 10:00 - 15:30 with a 30 minute unpaid lunch break) - you may be occasionally asked to adapt these hours of work to access training or meet organisational need.

Hourly Rate of Pay: £6.56 if 18-20, £8.36 if 21-22, £8.91 if 23-24

Based: Isle Help Advice Centre, County Hall, High Street, Newport, Isle of Wight PO30 1UD AND Working from home

Contract: Up to 6 months


The role aims:

  • Working as part of a committed team, the participant will gain the training and support required to deliver an effective telephone advice service. Working remotely, participants will be given the practical tools and systems to gain a unique set of skills and experience to help them in their future job search.
  • To take full advantage of this, participants will need to demonstrate that they can work independently and have the skills and motivation to follow a self-directed learning programme.

Key Tasks

  • Assess client problem(s) using sensitive listening and questioning skills using digital technology via telephone, email and webchats.
  • Establish what outcome the client wants to achieve
  • Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action – using agreed websites, scripts and other diagnostic tools, as necessary.
  • Identify and summarise the essence of the problem.
  • Assess the client’s capacity to use information and resources available, providing links and options appropriate to their circumstances.
  • Refer clients appropriately (internally) to meet identified needs, using agreed protocols, and ensuring expectations are clear.

Other Responsibilities:

  • Be aware of equality and diversity issues 
  • Uphold the aims and principles of the Citizens Advice service and its equality and diversity policies.
  • Use agreed IT systems and tools appropriately to ensure all records are maintained in line with agreed procedures.
  • Use opportunities to engage with the wider team, attending meetings, workshops and team events, committing to an inventive, responsible and generous team culture.
  • Follow all health and safety requirements and share responsibility for own safety and that of colleagues.
  • Recording client outcomes
  • Maintain awareness of our research and campaigns work, identify issues and collect relevant information.
  • Commit to and complete agreed training, as required, to meet personal development and service needs.

Essential skills, experience and qualifications

Person Specification:

  1. A positive attitude to learning and developing knowledge and skills.
  2. Respect for views, values and cultures that are different to your own.
  3. An understanding of why confidentiality is essential.
  4. A commitment to the aims and principles of the Citizens Advice service.
  5. Interpersonal skills, including sensitive listening and questioning skills to understand the needs of others.
  6. Flexibility and willingness to work as part of a team.
  7. Being open and approachable.
  8. Ability to communicate clearly both orally and in writing.
  9. Ability to maintain own standards and recognise boundaries in the role.
  10. Ability to use IT systems and packages to input data for record keeping and navigate online information systems.
  11. Ability to work within guidelines, protocols and procedures.
  12. Ability to manage time effectively.
  13. Commitment to achieving the best outcomes for clients

Details of employability support (training opportunities/mentor)

  • Access to Supervisor during all shifts to support with queries
  • Full induction and training programme which will qualify the placement holder as a Initial Checker
  • Citizens Advice training is nationally recognised
  • Additional appropriate training courses as appropriate.