About the role
Norfolk Citizens Advice helps people find a way forward by providing free, impartial and confidential advice. As an Adviser, you’ll support people facing a wide range of issues, including benefits, housing and related concerns, helping them understand their options and achieve positive outcomes.
You’ll deliver high‑quality, impartial advice primarily via telephone, email and digital channels, working in line with Citizens Advice values and Advice Quality Standards. The role focusses on supporting tenants and clients to understand their options, improve their wellbeing and achieve positive outcomes.
Key areas of responsibility
Provide high‑quality, client‑centered advice in line with Citizens Advice values and principles
Support tenants with practical advice and wellbeing-focused solutions
Use effective listening and questioning to understand client circumstances and circumstances
Help clients achieve positive outcomes and take informed next steps
Deliver advice in line with the Advice Quality Standard (AQS)
Maintain accurate, timely and confidential case records on all systems
Manage workload effectively and meeting agreed targets and priorities and service standards
Respond appropriately to internal and external referrals
Carry out home visits where required, in line with service needs and Lone Working procedures
Provide office cover at other local Citizens Advice services when required
Support volunteers and colleagues when needed (full training and guidance will be provided)
Person Specification
Essential skills & experience
Experience in client-facing, advice, support or administrative role
Proficient digital and technical capability, including confidence using Microsoft 365, CRM/case management systems, governance platforms, and digital collaboration tools.
Professional, clear and confident telephone manners
Strong organisational and time‑management skills, with the ability to balance multiple responsibilities
Full driving license and access to a car (essential)
Key Details
Job Title: Adviser
Location: Saffron Housing Trust, Long Stratton, Norwich, NR15 2XP travelling to other sites as required.
Hours: 37 hours per week
Salary: FTE salary £25,114 per annum.
Contract Type: This is a permanent role. Funding is currently secured for 12 months and will be reviewed thereafter.
Reports to: The Locality Manager
Benefits of working with us
25 days annual leave plus bank holidays (2 days to be taken before the August bank holiday and 3 days between Christmas and New Year- pro rata if part time roles)
Time to rest, recharge and maintain a healthy work-life balance.
Pension scheme
Supporting your future while you support others
Employee Assistance Programme
Free, confidential support for your wellbeing, whenever you need it.
Flexible working options where possible
We recognise that flexible working helps people do their best work
Ongoing training and development opportunities
We’ll support your learning and help you grow in your role
Make a difference every day
Join an organisation where your work has real impact, helping people find their way through challenging moments and being part of a team doing work that truly matters to the people we serve.
Closing Date: Friday 5th June 2026
Interview Date: Friday, 12th June 2026
If you require adjustments at any stage of the recruitment process, please let us know.
REF-(Apply online only)
