Help Through Hardship Telephone Adviser


Would you like a job that helps people when they need it the most? 

Citizens Advice Gateshead is an independent charity delivering advice services to the residents of Gateshead Borough, with a history spanning over 60 years. The charity is also part of a network of charities responsible for the delivery of the national Citizens Advice Adviceline service which provides advice and information by telephone and web chat to members of the general public from across England and Wales. Adviceline is an important element of the portfolio of services Citizens Advice Gateshead is delivering in pursuit of our mission to mobilise knowledge so the system works, it works for everyone, and it powers the changes we need to be an equal and inclusive society.

Opportunity to join our Adviceline team

Our team of Help Through Hardship Telephone Advisers help people to know and understand their social welfare rights and responsibilities so they can improve their quality of life. Working with our partners at the Trussell Trust the Help Through Hardship advisers support clients in obtaining emergency food and by providing advice, information and guidance they empower our clients to remove the need for future emergency food parcels. They support clients with a wide range of social welfare issues including welfare benefits, employment, money advice, community care, energy, and housing.

As part of our contact centre, and reporting to our Team Leaders, they will be responsible for providing electronic food parcel vouchers, other financial support when available and delivering quality, impartial advice and information to help people know and understand their rights and responsibilities

If you have proven experience of providing social welfare advice, information and guidance on the phone or face-to-face that has achieved the best possible outcome for clients, can use sensitive listening and questioning skills to get to the root of an issue and empower clients and can carry out accurate benefit check calculations in a way a client can understand, we would be love to talk to you about this opportunity.

  • This position may involve homeworking (option to be office-based also available)
  • Comprehensive in-house training in social welfare rights and responsibilities will be provided
  • Development opportunities exist within this forward-thinking charity looking to grow its impact

If this sounds like you, please get in touch for an application pack to find out more about the charity, the role and how to apply.

Annual Salary

£20,131.66 per annum (FTE 37 hours/week)


37 hours per week


22 days plus bank holidays, increasing after 2 years' service

Closing Date

9 am on Friday 27th August 2021

Please email for an application pack

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Company limited by guarantee registered in England and Wales 2631064 and registered Charity 1020565. VAT Number 733994300. Registered office The Davidson Building, Swan Street, Gateshead, NE8 1BG
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