Citizens Advice Isle of Wight are looking for 4 Telephone Assessors to join our friendly team!

If you're looking for a new challenge and want to make a difference for your local community, read the job description below and then download an application form

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: 21st April 2021 for first 2 placements starting in May 2021. By 28th May 2021 for final 2 placements starting on 01 July 2021.

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 in all aspects of the work, with a focus on identifying potential discrimination, and using agreed procedures for addressing those issues.
  • Uphold the aims and principles of the Citizens Advice service and its equality and diversity policies.
  • Use agreed IT systems and tools appropriately, within GDPR requirements, to ensure all records are maintained in line with agreed procedures and administrative requirements.
  • 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.
  • Ensure that outcomes of advice given are recorded appropriately wherever possible.
  • Maintain awareness of our research and campaigns work, using agreed procedures to 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 self-development and assessment, including a willingness to learn and develop 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 assess client needs, to sift through information and extract what is relevant.
  10. Ability to maintain own standards and recognise boundaries in the role.
  11. Ability to use IT systems and packages in the provision of gateway assessments, including the ability to input data for record keeping and navigate online information systems.
  12. Ability to work within guidelines, protocols and procedures.
  13. Ability to manage time effectively.
  14. Empathy and motivation to provide expert help to people experiencing financial hardship.
  15. Commitment to achieving the best outcomes for clients through undertaking relevant training and provision of high-quality advice.

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.