Telephone Assessor Role

Role purpose: To help provide an effective and efficient telephone advice service to members of the public. Main duties and responsibilities: • Assessing clients\' issue(s) using sensitive listening and questioning skills. • Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action. • Assess and agree the appropriate level of service, taking into consideration the client\'s ability to take the next step themselves, the complexity of the problem and the office\'s resources. • Refer clients appropriately (both internally and externally) to suit clients\' needs following agreed protocols. This includes making arrangements and informing clients of what to expect. • Record information and any discrete advice given during telephone call and record onto Casebook if necessary. • Maintain confidentiality about clients and their contact with the office


You will need to be a good communicator, IT literate and work well both individually and in a team setting.
Register your interest

You will be redirected to the Voluntary & Community Action Sunderland website

Posted for

Citizens Advice Sunderland

Posted by

Voluntary & Community Action Sunderland

Register your interest

You will be redirected to the Voluntary & Community Action Sunderland website


  • No specific interest


  • Administration and Office
  • Advice and Information


  • Accessibility
  • Age restrictions
  • DBS check required
  • Equal Opportunities Policy
  • Expenses reimbursed
  • Health and Safety Policy
  • Ongoing support
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Written role description

When can I volunteer?

On these days:

Mon-Fri Day Eve
Weekend Day Eve


5a Waterloo Place

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