Job Type: Permanent (funding currently secured for 12 months and reviewed annually)
Salary:£25,114 per annum
Hours: 37 hours per week
Pension: 4.5% employer contribution
Location: Saffron Housing Trust, Long Stratton, Norwich. (Travel to other sites as required)
Norfolk Citizens Advice helps people find a way forward by providing free, impartial and confidential advice. As an Adviser, you will support people facing a wide range of issues, including benefits, housing and related concerns. You will help clients understand their options, make informed decisions and achieve positive outcomes.
The role involves delivering advice primarily via telephone, email and digital channels, working in line with Citizens Advice values and Advice Quality Standards.
Key responsibilities
* Provide accurate, impartial and confidential advice
* Build rapport with clients using empathy, active listening and clear communication
* Support clients to understand their rights, options and next steps
* Maintain accurate case records and contribute to agreed targets
* Respond to NCAN referrals and energy-related enquiries
* Carry out home visits where required, in line with service needs and Lone Working procedures
What we’re looking for
* Experienced in advice delivery, benefits, or a client-facing / administrative role
* Strong communication skills and a confident telephone manner
* Good IT skills with excellent attention to detail
* Ability to manage your own workload and work effectively as part of a team
* Commitment to equality, inclusion and Citizens Advice values
* Full UK driving licence and access to a car (essential)
We Offer
* Full training and support, including adviser accreditation
* 25 days annual leave plus bank holidays (3 days between Christmas and New Year, 2 days to be taken before the August bank holiday)
* Flexible working opportunities
* Employee Assistance Programme
Closing date: Friday, 5th June 2026. Interview date: Friday, 12th June. This role is subject to a satisfactory DBS and right to work checks.
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