Generalist Adviser

Generalist Adviser Job Pack

Thanks for your interest in working at Citizens Advice Bucks. This job pack should
give you everything you need to know to apply for this role and what it means to
work at Citizens Advice.

In this pack you’ll find:

 Overview of Citizens Advice Bucks
 The role profile and personal specification
 Terms and conditions
 What we give our staff

Want to chat about this role?

If you want to chat about the role further, before applying, you can contact
Sarah at:  sarah.ginsberg@cabucks.org.uk

We will be happy to discuss the role or any other information you require.

About Citizens Advice Bucks:

Citizens Advice Bucks is an independent and volunteer-based charity which
provides a free and accessible advice and information service to clients across
Buckinghamshire.

We can all face problems that seem complicated or intimidating. At Citizens Advice
Bucks we believe no one should have to face these problems without good quality,
free, independent advice. That’s why we’re here: to give people the knowledge and
the confidence they need to find their way forward – whoever they are, and
whatever their problem.

You will be joining a supportive team of over 40 staff and around 100 volunteers all
determined to do our best for our clients.  Our core values are that we are client-
centred, friendly, kind, professional, and that we respect our clients, ourselves and
each other.

The role – Adviser

Our Generalist Adviser is a frontline role that supports people across
Buckinghamshire who need help navigating life’s challenges.

You will provide information and advice by telephone, online channels and pre-
booked appointments, helping clients understand their options and move forward.
You will handle enquiries ranging from quick information requests to more detailed
advice needs.

When appropriate, you will book clients into appointments, provide follow-up
actions, or refer them to internal specialist advisers or external agencies.

If you can gather key information through effective, sensitive questioning, we will
provide full training across our enquiry areas.

Principal Duties

Information and Advice Giving

• Assess clients’ issues using skilled listening and questioning to uncover key facts,
time limits, deadlines and requirements.

• Use Citizens Advice information systems to find, interpret and communicate
relevant advice clearly.

• Agree the appropriate level of service based on the client’s needs, complexity of
the issue and organisational resources.

• Explore options and implications so clients can make informed and confident
decisions.

• Act on a client’s behalf where needed, such as carrying out benefit checks, drafting
letters, making calls or negotiating with third parties.

• Book client appointments for further advice where initial information is not
enough to progress their advice issues.

• Signpost or refer clients to internal specialist advisers or appropriate external
organisations when their needs require additional support.

• Ensure all advice meets Citizens Advice quality standards and complies with
organisational policies and funding requirements.

• Ensure all work supports the equality, diversity and inclusion aims of Citizens
Advice.

Case Recording and Administration

• Record client information accurately in the Citizens Advice case recording system
for quality assurance, information retrieval and statistical reporting.

• Use IT systems effectively for telephone, online and in-person enquiry work.

• Meet agreed performance and service targets.

Discrimination

• Identify potential or actual discrimination issues.

• Follow organisational procedures for dealing with discrimination concerns.

Research and Campaigns

• Identify social policy issues arising from client enquiries.

• Contribute to research and campaigns by raising evidence forms and sharing
relevant case information through approved channels.

Professional Development

• Keep up to date with legislation, policy changes and local resources.

• Attend training, supervision, team meetings and external meetings as required.

• Take part in ongoing learning and development to maintain advice quality.

Other Responsibilities

• Support the aims, principles and policies of Citizens Advice.

• Uphold confidentiality, data security and information assurance standards.

• Carry out any other tasks within the scope of the role as requested by a senior
manager.

Person Specification

Applicants will be shortlisted based on the extent to which they meet the following
essential and desirable criteria.

Essential Criteria

Skills & Abilities



Excellent verbal and written communication skills.

 Good listening skills and the ability to build rapport.

 Ability to research, analyse and interpret information and present it clearly in

case notes.

 Ability to work under pressure and manage workload effectively.



 Ability to deliver high-quality client service across telephone, online and in-person

channels.



Strong digital skills, including the use of online systems and maintaining electronic

case records.

 Ability to follow procedures, including safeguarding, quality standards, and

confidentiality.

 Ability to work independently and as part of a team and engage positively

with supervision and feedback.

 Good numeracy skills, including basic budgeting and ability to perform

accurate calculations.

Experience





Experience of working with the public in a paid or voluntary capacity.

Experience of working with people from a wide range of backgrounds.

Personal Qualities



Empathy, patience, and a non-judgemental approach.

 Commitment to the aims and values of Citizens Advice.

 Resilience when dealing with challenging or sensitive situations.

 Commitment to ongoing training and development.

Other Requirements

 Willingness to undertake Citizens Advice Adviser Training.

 Ability to work to confidentiality and data protection standards.

Desirable Criteria

Skills & Abilities



Stronger-level analytical or casework-based problem-solving skills.

Knowledge

 Knowledge of core advice areas (benefits, housing, employment, debt, consumer

issues, family issues).

 Understanding of the voluntary sector

 Understanding of social issues affecting clients and how these impact advice

needs.

 Understanding of equality, diversity, and inclusion and its relevance to client

service delivery.

Experience





Experience in information-giving, advice work, or casework.

Experience of maintaining detailed or formal case records.

  Terms and conditions

Job Title:

Generalist Adviser

Location:

CA Bucks - Aylesbury Office

Hours:

Salary:

 35 hrs/week

 £23,305.60   (FT £24,637.35)

Duration:

Permanent

Closing date:

Assessment and interview dates will be arranged as applications
are received, Closing Date 30th April 2026.

  What we give our staff

 Employer Pension Contribution.
 A company that is committed to its employees, valuing their knowledge,

creativity and flexibility.

 Ongoing personal training and development.
 The chance to work with like-minded people in a friendly team and a

nationally recognised charity.

 25 days leave (plus statutory bank holidays) pro rata per year
 Contractual Sick Pay policy (Once probation period is passed)
 Travel expenses paid when working away from your “base office”.
 All and more outlined in our staff handbook.

How to apply

Please send your CV to Sarah.Ginsberg@cabucks.org.uk
We will then send you a form to complete, detailing your experience using the
Person Specification for this role.