Generalist Advisers

Adviser Roles

At North Warwickshire Citizens Advice our Generalist Advisors are fully trained and supported to assist clients with a range of enquiries.

Overview of the roles:

Initial Contact

While trainees are working towards completing all the training to be a Generalist Advisor they will meet client at initial contact – this may email. Adviceline or face to face. The role’s purpose is to effectively triage a client’s case, by exploring their issue of concern, identifying the areas of support they need and ascertaining any emergencies.


Some aspects of the role will include:

  • Inputting client information onto our case management system
  • Talk to clients face-to-face, over the telephone, or online (i.e. via email or webchat) to understand more about the problems they are facing
  • Find initial information that may assist clients, signposting them to webpages or other organisations as appropriate.
  • Outline what will happen next for the client within Citizens Advice, and make necessary arrangements, such as booking appointments; refer them to a Citizens Advice specialist service; arrange a follow-up telephone call from a generalist adviser for further detailed advice and support.
  • Identify any emergency action required.
  • Write a summary of the case and what action has been taken.


Look out for any issues that may be causing unfairness and injustice, reporting these to build evidence for campaigns for change.

Generalist Adviser

The Generalist Adviser role builds upon the Initial Contact and includes all of the above information, in addition to providing full, detailed and comprehensive advice and assistance to our clients.


A Generalist Adviser will also:

  • Explore further details regarding client’s issues of concern and research further information. Review documents and evidence pertaining to a query for further information.
  • Coach and empower clients to take action and resolve problems and take next steps themselves where possible.
  • Provide assisted information, advice and support to tackle client’s problems. Generalist Advisors are able to answer questions across all areas of advice, using their knowledge of processes and legislation and our online advisor resource pages to outline options available to clients.
  • Take complex generic information and tailor it to the client’s specific situation, presented in a way client’s can understand based on their capability.
  • Give practical assistance, such as letter-writing, form-filling and benefit checks.
  • Writing to third parties such as the DWP, employers, and Cornwall Council on behalf of clients, to help facilitate outcomes.

What’s in it for you?


  • Make a real difference to people’s lives and a valuable impact to your community.
  • Learn about a wide range of issues affecting people, such as benefits, debt, employment, housing and more.
  • Develop and build on valuable skills such as communication, listening and analysing & interpreting information.
  • Potential options for paid employment.
  • Get to work alongside a range of different people, independently and in a team.


What do you need to have?

You don’t need specific qualifications or skills, but you will need to:

  • be friendly and approachable
  • be non-judgmental and respect views, values and cultures that are different to your own
  • have good listening skills
  • have excellent verbal and written communication skills
  • have good IT skills
  • be able to understand information and explain it to others
  • be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
  • be willing to undertake training in your role


How much time do you need to give?


We ask for a minimum of two days per week (Monday – Friday) commitment to this role, as particularly over the first 6 months there will be a lot of training and learning to undertake.


What does the training look like?

On joining North Warwickshire Citizens Advice, you will receive a full induction and introduction into the service. On completion of this, you will receive comprehensive training on the systems and processes required within your role, and receive full support and guidance from your Supervisor and the Training team.

After your introduction and induction with North Warwickshire Citizens Advice you will begin the 6 week training programme with our Learning & Development Team. This will include a blended learning approach of in-person sessions at one of our training rooms in Atherstone, online sessions over Microsoft Teams and e-learning modules.

The first 6 weeks will incorporate the above learning for approximately one day per week, alongside another day of practical observations and participation at your local/nearest office.

Following the completion of the first 6 weeks, your ‘on-the-job’ training will continue through hands on experience supported by a supervisor and the training team in office, to help support you through gaining more experience of the work we do. This will support you to gain direct experience with advice work, building a portfolio of advice covering all topic areas. An accumulation of this learning, experience, and portfolio of cases will then lead to achieving sign off as a Generalist Adviser. Refresher and specialist training are offered as ongoing throughout your time at North Warwickshire Citizens Advice.