Job Description

Administrative Assistant - Job Pack

Thank you for your interest in joining Citizens Advice. This job pack includes everything you need to understand the role, our organisation, and what it means to work with us.

In this pack

Our values The role profile and person specification Employee benefits Our approach to equality and diversity

Want to chat about the role?

If you'd like to discuss this opportunity further, please contact Jannine Nicholas (Senior Manager) at jannine.nicholas@bcbcab.org.uk.

Our values

At Citizens Advice, our values guide everything we do:

We're inventive

- we're not afraid to try new ideas, learn from experience, and adapt when things aren't working.

We're generous

- we share knowledge and support one another to make things better.

We're responsible

- we do what we say we'll do, keep our promises, and use our resources wisely.

The role

We are looking for an enthusiastic and proactive Administrative Assistant who can work confidently across multiple channels -- primarily in person, but also by phone and email. You'll be part of a friendly, professional team committed to supporting people in our local community.

You should be intuitive, adaptable, and comfortable working both independently and collaboratively. Flexibility is key -- the role may involve working from different locations, including home when required.

You will help clients identify their best next steps in seeking advice, ensuring they can move forward effectively with their issue.

Role profile

Role

Administrative Assistant

Reporting to

Administrative Lead

Hours and salary

22 hours per week (flexible as required), 24,534 per annum (pro rata)

Location

Bridgend, with some home working and travel across the County Borough

Role purpose

To provide administrative and operational support across our services, ensuring smooth day-to-day operations and excellent client service. The Administrative Assistant is often the first point of contact for clients and plays a vital role in connecting them to the support they need.

Key responsibilities

Deliver a professional, welcoming service to clients in person, by phone, and via email. Carry out initial client assessments to identify needs and next steps. Maintain accurate client records, statistics, and reports in line with quality standards. Support advisers and caseworkers with administrative tasks. Handle enquiries, scheduling, and correspondence efficiently. Contribute to research, campaigns, and continuous service improvement. Ensure confidentiality and compliance with GDPR and organisational policies.

Person specification:

Essential:

Proven administrative experience in a busy, client-facing environment. Strong organisational and communication skills. Confident working with clients in person, by phone, and via email. Ability to manage multiple tasks and priorities effectively. Experience handling sensitive or confidential information. Competent in Microsoft Office and general IT systems. Able to work both independently and collaboratively. Commitment to Citizens Advice values, equality, and inclusion.

Desirable:

Understanding of advice services or the voluntary sector. Ability to speak Welsh (desirable but not essential).

Terms and conditions

Salary and Hours

As advertised.

Contract Type

Permanent

Annual leave

24 days per year (pro rata), plus bank holidays (including three fixed days at Christmas).

Pension

Citizens Advice pension scheme (details on appointment).

Location

Bridgend, with travel across the borough and some home working.

Hours

22 hours per week.

Probation

Six-month probationary period with regular monthly reviews.

Flexible working

Open to part-time or flexible arrangements.

DBS

This role requires a Disclosure and Barring Service (DBS) check.

Equality and diversity

Citizens Advice values diversity and is committed to creating an inclusive workplace where everyone feels respected and supported. We welcome applications from all sections of the community and are especially keen to encourage applications from underrepresented groups.

Dignity at work

We are committed to maintaining a workplace where everyone is treated with dignity and respect. Bullying, harassment, and discrimination are not tolerated, and we actively promote a positive, inclusive working environment.

Learning and development

You'll receive full training for your role, including accredited advice qualifications where applicable. We support all staff to grow professionally and personally through structured learning and development opportunities.

What we offer our staff

We value our team members and recognise their contribution through:

A supportive, collaborative working environment. Comprehensive training and development. A pension scheme and generous annual leave allowance. Opportunities for progression within Citizens Advice. A focus on wellbeing and work-life balance.
Job Types: Part-time, Permanent

Pay: 24,534.00 per year

Expected hours: 22 per week

Benefits:

Employee mentoring programme Health & wellbeing programme Work from home
Work Location: In person