Generalist Adviser

Overview

In this role you support the local community from our Tower Street offices by delivering initial advice and guidance to clients across face-to-face, phone, and email channels. You will identify needs, provide direct help or signposting, and coordinate referrals while keeping accurate records. After induction, you may specialize as a Generalist Adviser, delivering more in-depth guidance and collaborating with a dedicated volunteer workforce. This frontline position values calm, empathetic interaction and flexible, detail‑oriented processing to meet client needs.

Responsibilities

• Serve as a first point of contact for clients across multiple channels (in person, telephone, email)
• Understand client situations through active listening and questioning
• Provide appropriate advice, signposting, or referrals and arrange specialist appointments
• Accurately record information in the Case Management System
• Work across First Contact Adviser and Generalist Adviser roles as needed
• Collaborate with colleagues and volunteers to support service delivery
• Maintain a calm, empathetic, non-judgmental approach in a busy front-line environment
• Progress to more in-depth advisory tasks with training and experience
• Be proactive, detail-oriented, and a strong team player, with potential for a trainee pathway

Key requirements

• Motivated and well-organised
• Calm, empathetic, and non-judgmental attitude
• Flexible and agile in responding to client needs
• Methodical and able to keep accurate records
• Good listening and questioning skills
• Team player with a proactive mindset
• Willingness to develop through training and progression pathway

• Empathy
• Active listening
• Communication
• Case Management System usage
• Record-keeping and data entry
• Signposting and referral coordination

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