Multi Channel Adviser

Dumfries and Galloway Citizens Advice Service
Full Time
Temporary Funded Until 31/03/2023
£24,175 Pro Rata

Would you like to be part of our dedicated team who are driving our vision to be a leading socially responsible organisation providing holistic, high quality and accessible advice and representation for all citizens of Dumfries and Galloway? In joining us you will be part of the team that make a real and empowering difference to people’s lives through an independent, responsive, trusted, innovative and flexible approach.

Our aims are to ensure that individuals do not suffer through a lack of knowledge of their rights and responsibilities or of the services available to them, or though an inability to express their needs effectively. We aim equally to exercise a responsible influence on the development of social policies and services, both locally and nationally.

As a Multichannel Adviser you will be part of the team who promotes:


The Multichannel adviser will play a key role in the delivery of an innovative multi-channel debt advice service in DAGCAS. This project aims to improve access to and the efficiency of debt advice services for people in Dumfries & Galloway. The multichannel advisers are the first point of contact with clients who access the service through a dedicated helpline by phone or via webchat.

Duties will include:

  • Undertake diagnostic interviews with clients by phone, videoconference, face to face or via webchat.
  • Help with resolution of straightforward enquiries by providing ongoing support.
  • Signpost clients who can do more to self-help.
  • Identify emergencies and where necessary refer to money advisers for help with emergencies.
  • Assist the client to complete a financial statement and obtain relevant evidence to verify income and expenditure.
  • Identify when clients have more complex issues and need more intensive support.
  • Refer clients who have more complex issues or who wish to apply for statutory options eg DAS, Bankruptcy or PTD to accredited money advisers.
  • Work with the coordinator to ensure efficient service provision. · Develop and maintain expertise in relevant legislation e.g. debt, welfare rights and benefits.
  • Carry out other duties as specified by the Coordinator and required by the needs of the post.
    SCQF level 6.1

CVs will not be accepted

Successful candidates will be subject to vetting through Disclosure Scotland.
D&GCAS is a registered charity SC027107