Email Generalist Adviser

About Citizens Advice Welwyn Hatfield (CAWH)

We provide free, independent, confidential and impartial advice to everyone living, working and studying in Welwyn Hatfield and improve the policies and practices that affect their lives. We value diversity, promote equality and challenge discrimination.

Citizens Advice Welwyn Hatfield is an independent charity governed by its own board of trustees. We're supported by a range of funders, staff and trained volunteers, without whom we wouldn't be able to offer the quality service that we do today.

We are currently looking for an Email Generalist Adviser to join our team on Wednesdays, with the option to work additional hours from home on a Monday and Friday. You will also have the opportunity to receive full generalist adviser training.

What you will be doing?

In this role you will help provide an effective and efficient advice service to members of the public via email on a range of issues, including housing, benefits, employment and debt. You will have the opportunity to make a direct impact on people’s lives by offering them expert guidance and supporting them in resolving their problems.

This will involve:

·        Responding to clients’ email inquiries with clear, accurate, and impartial advice on various topics, using your research skills and our trusted sources of information and advice.

·        Assist clients in understanding their rights and identify the best course of action based on their specific situation.

·        Research and keep updated on relevant policies, laws, and regulations to provide accurate and timely information.

·        Ensure that all advice given meets Citizens Advice’s standards and complies with our aims and principles.

·        Maintain accurate and confidential records of advice provided to clients.

·        Work collaboratively with other volunteers and staff to ensure effective service delivery.

·        Contribute to service improvements by sharing feedback and ideas for better client support.

What’s in it for you?

In this role, you will have the opportunity to make a real difference to people’s lives whilst positively impacting your community. You will learn about a range of issues, such as housing, benefits, employment and debt. Additionally, you will build on valuable skills such as communication, listening and problem solving. This position offers the flexibility to work both independently and as part of a team, from our office on Wednesdays and remotely from home on Mondays and Fridays.

And we’ll reimburse expenses too.

What will you bring to the role?

No prior experience is required, as you will be supported by an experienced supervisor. While specific qualifications or skills are not necessary, we’re looking for someone who is friendly and approachable, non-judgmental, and respectful of diverse views, values, and cultures. Strong listening, verbal, and written communication skills are essential, along with good maths and IT skills, including email communication. You should be able to understand information and explain it clearly to others. Additionally, a willingness to learn about and follow the aims, principles, and policies of Citizens Advice, including confidentiality and data protection, is important.

What is the time commitment?

We generally ask for 6-8 hours per week, with Wednesdays in the office, and the flexibility to work remotely from home on Mondays and Fridays.

How to apply!

If you are passionate about helping others and are looking for a meaningful volunteer opportunity, we would love to hear from you!

To request an application form, please get in touch with us, and we will send it to you by email for completion.

If you are shortlisted on the basis of the application form, an interview will be scheduled. If you are successful at interview, and we have received two satisfactory references we will agree your start date and your introduction to the role of Email Generalist Adviser.