Addlestone, Surrey
Sunbury-on-Thames, Surrey
£21,000 - £23,000 per year
Contract, 12 month contract, Full-time
Job description

An exciting new opportunity has arisen for a generalist Adviceline caseworker to join our well known charity and its enthusiastic team striving to help residents of Runnymede and Spelthorne.  

Citizens Advice Runnymede and Spelthorne provides advice to over 3000 people a year, helping them with over 11,000 different problems including housing, debt, benefits and employment. We are an expanding local charity with 14 staff members working alongside 40 volunteers to provide advice across Runnymede and Spelthorne. We are a local charity at the heart of our community entirely funded by grants and donations, and we are a member of national Citizens Advice.

The role will be pivotal in supporting our advice services with a main focus on the delivery of our telephony service, Adviceline.  This role will add capacity and supplement the advice work that our volunteers currently deliver.


  • Provide information and advice to members of the public on the phone
  • Advise on a wide range of issues such as benefits, debt, housing, employment, family and immigration
  • Ensure that tasks completed meet the required Citizens Advice quality criteria
  • Find information about the clients’ problems and help them to understand their options
  • Support clients to take action to resolve their problems.  This might include drafting or writing letters, making phone calls, or referring the client to another organisation
  • Write a comprehensive and accurate record of the clients’ problems and what action you’ve taken
  • Look out for problems’ that are common, or are unfair, and write a short report about the problem or a letter to an elected official like an MP or local councillor

Essential criteria:

  • Proven ability to interview clients using sensitive listening and questioning skills
  • Ability to research, analyse and interpret complex information
  • Ability to understand statistics and check accuracy of calculations
  • Ability to use a variety of IT/digital systems and packages
  • Commitment to delivering high quality service
  • Open to continual learning and training as required by the role
  • Understanding of the issues affecting society and their implications for clients


  • Generalist advice experience in a Citizens Advice


  • Wonderful team
  • Flexible Working
  • Excellent opportunity for training that could lead to future opportunities within Citizens Advice
  • Up to 37 hours available for initial 12 months contract with potential for extension depending on funding
  • £21k-23k   FT depending on experience
  • 5% Company Pension Contributions

The Citizens Advice service values diversity promotes equality and challenges discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic people.

We would love to hear from you so if you require further detail or would like to request an application form please get in touch. 


More about Runnymede and Spelthorne Citizens Advice
Runnymede and Spelthorne Citizens Advice

Citizens Advice Runnymede and Spelthorne provides advice to over 3000 people a year, helping them with over 11,000 different problems including... Read more

Refreshed on: 30 September 2021
Closed date: 14 October 2021
Tags: Advice, Information, Advocacy

The client requests no contact from agencies or media sales.