Citizens Advice is the largest advice charity in Northern Ireland, working against poverty and meeting the information and advice needs of around 95,000 people per year in member bureaux and over 320,000 people asking about more than 2.7 million topics.
Purpose of the Role To help provide an effective and efficient advice service to members of the
Public, particularly Polish clients
To help influence government and other organisations by informing them of
the effects of their actions on the lives of clients
Main Duties and responsibilities
Interviewing clients, both face to face and on the telephone, letting the client
explain their enquiry and helping the client to set priorities
Finding, interpreting and communicating the relevant information and
implications in order that the client can come to a decision
Negotiating with third parties on behalf of clients both by ‘phone and in
writing. This will include ringing government departments who will require specific client details for security purposes, e.g. date of Birth, National Insurance Number. This help is especially important for clients whose first language isn’t English.
Completing clear and accurate case records
Recognising the root causes of problems and participating in taking
Attending Bureau meetings
Keeping up to date on important issues by attending the appropriate training
And by essential reading
Personal skills and qualities that an adviser needs
A commitment to the aims and principles of the Citizens Advice Service
Excellent communication skills both in Polish and English
• Being open and approachable
Ability to communicate clearly both orally and in writing in both languages
Basic mathematical skills, including percentages
An understanding of why confidentiality is important
Ability to work as part of a team
Respect for views, values and cultures that are different to their own
A positive attitude to self-development and assessment
Ability to sift through information and extract what is relevant
Ability to recognise their own limits and boundaries in the role and to ask for
help when needed
To be non-judgemental
Fluency in English and Polish
Excellent communication skills, both orally and in writing.
To be approachable and friendly. Impartiality.
To be able to work as part of a team.
Able to recognise their own limits and boundaries in the role.