Job Type: Permanent (Funding currently secured for 12 months and reviewed annually)
Hours: 37 hours per week
Salary £25,114 per annum
Location: Saffron Housing Trust, Long Stratton, Norwich (Travel to other sites as required)
Annual Leave: 20 days + bank holidays and five office closure days (3 at Christmas and 2 in the summer)
Pension: 4.5% Contribution
Closing Date: Sunday, 12th July 2026.
Interviews date: Friday, 17th July
The Role:
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
Satisfactory clearance of a Disclosure and Barring Service check (DBS) is required.
Person specification
We will provide full training; however, we will favour applicants who demonstrate the following experience:
- 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)
Terms and conditions
Hours per week: 37 hour per week
Place of work: Office based in Long Stratton, Norwich (Travel to other sites as required)
What we give our staff
Ongoing support and professional development
Employee Assistance Programme
20 days paid annual leave & 5 set office closure days (2 in the summer and 3 at Christmas) plus statutory holidays
Company pension scheme 4.5%
Flexible working where possible
We are a strong supporter of equality, diversity and inclusive practices.
Job Type: Full-time
Pay: £25,114.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Flexitime
Work Location: In person
