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Webchat & email advisers

Webchat & email advice is an exciting new opportunity for us to provide help to people in a different way. This option provides information, signposting or simple advice to people accessing the service in this way.

Role of a Webchat & email adviser

This role involves:

  • Interviewing clients online to help them to set priorities and understand their options, so they can make an informed decision
  • Identifying when it’s necessary to move the client to a more appropriate channel for their needs (ie. face to face appointment)
  • Completing clear and accurate case records, including a transcript of the webchat.
  • Recognising the root causes of problems and taking appropriate action
  • Working as part of the team to identify and report research and campaign issues
  • Keeping up to date on important issues by attending the appropriate training, attending volunteer meetings, and undertaking essential reading, including becoming familiar with the Citizens Advice public site
  • Assisting with local research and campaigns

Personal skills/attributes of a webchat/ email adviser

  • Good written communication skills, including good grammar and spelling
  • Polite, professional telephone manner
  • Ability to work on own initiative and as part of a team
  • Willingness to learn and develop skills
  • Basic maths skills, including percentages
  • Proficient in using digital tools, especially as a main method of communication
  • Ability to quickly interpret client needs using only written information
  • Good typing skills
  • Ability to sift through information and find relevant details quickly
  • An understanding of and a commitment to the Service aims and principles