Telephone Advice Assessor

Telephone Advice Assessor – Citizens Advice East Berkshire

Citizens Advice East Berkshire (CAEB) is looking for a Telephone Advice Assessor to join our Advice Service team and help people access trusted, independent advice at times of change.

In this role, you will be the first point of contact for many clients, supporting people over the telephone to understand their situation, identify priorities, and explore practical options. You will provide clear and accurate information, help clients make informed decisions, and where appropriate act on their behalf or refer them to specialist services. You will maintain high‑quality case records in line with Citizens Advice standards and work closely with colleagues to ensure consistent, client‑focused support.

This role suits someone with experience in customer service, call handling or similar work who is approachable, non‑judgmental and committed to making a positive difference. You don’t need previous advice experience, as training and ongoing support will be provided, but an interest in social welfare issues and a willingness to learn are essential.

Citizens Advice East Berkshire serves communities across Bracknell Forest, Slough and the Royal Borough of Windsor and Maidenhead. We value diversity and are committed to equality, inclusion and flexible working wherever possible.

Full details, including responsibilities, person specification and how to apply, are available in the Job Pack:

https://caeb.org.uk/telephone-assessor-job-opportunity