Specialist Support Officer

Ongoing subject to funding


Closing date:

11 August 2022, 07:00:00

£22,950 per annum



35 hours per week

About the Role

Citizens Advice Liverpool (CAL) are being funded by NatWest Group to provide general advice by telephone for customers seeking this help. This general advice is confidential and independent of the NatWest Group and a scheme in place to offer an invaluable additional service to RBS customers.

We are seeking somebody who is experienced in advice giving, who can represent CAL and make a difference to RBS customers.

Role Purpose:
To provide a comprehensive package of information to NatWest Group customers, referred via their teams, for advice, support and signposting. This advice would be in relation to welfare benefits, debt management advice, employment, housing and family/relationship breakdown.

The post holder would be based at an RBS office for 4 days per week, between the hours of 9am -5pm, providing telephone advice and working closely with the RBS team. There would be 1 day based in a CAL office for writing up notes and any follow-up work.


  1. Experience of delivering generalist advice within Citizens Advice or another quality assured environment such as AQS.

  2. Good IT knowledge with an ability to support delivery of advice

  3. Experience of using interpersonal skills, including sensitive listening and questioning skills to understand the needs of others, over the phone.

  4. Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.

  5. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

  6. Effective oral and written communication skills.

  7. Ability and willingness to work both on own initiative and as part of a team.

  8. Understanding of the issues affecting society and their implications for clients and service provision.

  9. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.

About us

Citizens Advice Liverpool is Liverpool’s leading provider of advice and advocacy services. We are a local, independent charity and our services are free, confidential and impartial.