Trainee Adviser

Trainee  Adviser

Job pack

Thank you for your interest in working within the Citizens Advice service. This job pack
should give you everything you need to know to apply for this role and what it means
to work within the Citizens Advice service.

This role has been created through a collaboration between Citizens Advice Croydon
(CAC)  and  Citizens  Advice  Wandsworth  (CAW)  as  part  of  the  Propel  London  Robust
Safety Net programme.

The successful applicant will be employed by Citizens Advice Croydon and will follow a
structured Citizens Advice training pathway, supported by both the host CAC and the
CAW Project Manager.

This role is fully funded through Propel London, a collaboration of funders from public,
corporate, and independent foundation sectors, with a shared aim of building a more
diverse, community-rooted advice workforce.

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Number of Posts Available: 1
Salary: In line with London Living Wage
Hours:  Full time (35 hours per week). Part time considered
Contract: 10 months Fixed term (with possibility of extension)

Role Purpose: Provide tailored advocacy, advice and support to individuals and families
struggling with a range of advice problems, primarily welfare benefits and debts, housing
and employment.  This is a local service, working with communities within Croydon.

Qualifications: No qualifications or advice experience are needed, but we do require
candidates to have a non-judgmental approach, good communication skills and a good
level of numeracy, as well as a compassionate and empathetic approach.

In this pack you’ll find:

●  Our aims
●
3  things you should know about us
●  Our approach to equality and diversity
●  Overview of the role
●

Job Description and Person Specification

  Aims

Citizens Advice Croydon aims:

1. to provide the advice people need for the problems they face  – this means
helping people understand their rights and responsibilities so that they can make
informed choice
2. to improve the policies and practices that affect people’s lives – this means we
listen to our client’s problems and provide evidence to policy makers on the impact
of legislation on real people’s lives.

  3 things you should know about us

1. We’re local and we’re national. Citizens Advice is a membership organisation
consisting of 6 national offices and 279 independent local Citizens Advice services

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across England and Wales. Citizens Advice Croydon sits within the local network
and  is an independent charity in its own right.

2. We’re here for everyone. Our advice helps people find a way forward.  Whatever
the problem, we won’t turn people away.

3. We’re listened to - and we make a difference. Our trusted brand and the quality
of our work means we make a real impact on behalf of the people who rely on us.
Our  Research  and  Campaigns  team  work  to  raise  key  issues  both  locally  and
nationally.

  Equality and inclusion

Equity,  diversity  and  inclusion  (EDI)  is  a  priority  for  us  and  we  have  a  collective
responsibility  to  build  an  equitable  and  inclusive  service  that  reflects  our  values.
Citizens Advice is open to everyone living or working in Croydon.  Our service is free,
independent, confidential and impartial. We value diversity, promote equality and
challenge discrimination.

We encourage and welcome applications from people of all backgrounds. For this
role we are looking to appoint someone from within the communities supported
by the Asian Resource Centre for Communities (ARCC).

The Role Outline

The Trainee Adviser will be supported to develop the skills, knowledge, and confidence
needed to work in the advice sector. The role provides structured training, supervision,
and practical experience, with the aim of progressing into sustained employment within
Citizens Advice or the wider advice sector.

The  post  holder  will  receive  regular  supervision,  access  to  Citizens  Advice  learning
resources,  and  additional  support  through  CAW-led  training,  mentoring,  and  peer
learning.

You  will  be  a  highly  motivated  strong  team  player  with  excellent  interpersonal  and
organisational skills. You will have the ability to understand written and oral information
of some complexity and have good numeracy skills.

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 Job  Description  –  principal  tasks  and
responsibilities

Client Assessments

•

Identify key information about clients’ problems, including time limits, key dates,
and urgent actions, using approved information sources and diagnostic tools.
•  Assess and agree the appropriate level of service, taking into account the client’s

circumstances, complexity of the issue, and organisational capacity.

•  Refer  clients  appropriately  within  Citizens  Advice  and  to  external  agencies,

following agreed protocols and clearly explaining next steps.

•  Where referral pathways are unavailable, support clients directly with next steps,
including benefit applications and disability benefit form filling where appropriate.
•  Accurately record client details, issues, and advice provided using Citizens Advice

Casebook or other approved systems.

•  Conduct  assessments  using  community  language  skills  where  relevant,  applying

•

sensitive listening and questioning techniques.
Identify  potential  discrimination  issues  and  follow  organisational  procedures
accordingly.

Research and Campaigns

Identify recurring issues that may contribute to research and campaigns activity.
•
•  Contribute  to  research  and  campaigns  work  by  sharing  anonymised  client

experiences through agreed internal processes.

Professional Development

•  Undertake  training  required  to  complete  the  Citizens  Advice  assessor  learning

programme.

•  Keep up to date with relevant legislation, policies, and procedures.
•  Prepare for and attend supervision sessions, team meetings, training sessions, and

external meetings as required.

Administration

•  Use IT systems accurately for case recording, communication, and data protection

compliance.

•  Ensure all work follows organisational policies, procedures, and quality standards.

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Person specification

Essential:

•  Commitment to the mission, values, and aims of Citizens Advice Croydon and the

Citizens Advice service.

•  Ability to use effective listening and questioning skills to gather key information in

structured client interviews.

•  Ability to research issues and provide accurate, clear, and accessible information to

clients.

•  Excellent interpersonal skills,  including cultural awareness and a commitment to

inclusive, respectful customer service.

•  Good  written  communication  skills  and  an  understanding  of  the  importance  of

accurate case recording.

•  Ability to learn and use IT systems, including databases, telephony platforms, and

online resources.

•  Ability to give and receive feedback constructively and work reflectively.

Desirable:

•  Knowledge of relevant local and national partner organisations.
•  Experience of supporting community members with advice issues, either formally

or informally.

•  Community language skills relevant to the local area.

How to Apply: Send your CV and a supporting statement (no more than 500 words)
to ceo@croydoncab.org.uk
Closing Date for Applications: 9am 6 March 2026
Shortlisting: w/c 9 March 2026
Expected Interview Date: w/c 16 March 2026

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