Telephone Assessor
Role of a telephone assessor
You will complete an introduction to Citizens Advice and training for your role.
You will talk to clients over the phone to explore what problems they've come for help with.
You will find information about the clients' problems and help them to understand their options.
You will write a summary of the clients' problems and what action you've taken.
Personal skills/attributes that a telephone assessor needs:
Be friendly and approachable.
Be non-judgemental and respect views, values and cultures that are different to your own.
Have good listening skills.
Have excellent verbal and written communication skills.
Have good maths and IT skills.
Be able to understand information and explain it to others.
Be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection.
Be willing to undertake training in your role.
There is an opportunity to progress to a full Adviser role which would focus on a specific enquiry area after volunteering in this role.