Digital Skills and Support Advisor

CITIZENS ADVICE COUNTY DURHAM

Digital Skills and Support Adviser

Salary: £27,729.27 FTE

Citizens Advice County Durham is seeking a confident and enthusiastic Digital Skills and Support Adviser to help people develop the skills and confidence to use essential online services independently. Funded by HM Courts & Tribunals Service, the role will support clients to complete online forms and progress their cases, ensuring that nobody is disadvantaged as services become increasingly digital. This is an excellent opportunity to join one of the UK’s leading charities and make a practical difference for people experiencing digital exclusion.

The ideal candidate will be passionate about digital inclusion and experienced in helping people use technology safely and confidently. You will be comfortable explaining digital tasks in clear, accessible steps. The ideal candidate will have experience of delivering exceptional customer service, advice giving and supporting people who face barriers to getting online.

The role involves extensive travel across County Durham and the North East.

Please read the full job description and person specification before applying.

Role: Digital Skills and Support Adviser

Hours: Full-time and part-time positions available

Salary: £27,729.27 FTE

Contract: 1 Year with possible extension

Location: Hybrid with regular travel across County Durham and the North East.

Closing date for applications: 12 noon, Monday 16 November 2026

Proposed interview date: Week Commencing 23 November 2026

Start Date: Monday 11 January 2027

Context of the role: Many people need to use online HM Courts & Tribunals Service and complete digital forms to progress their case, but may lack suitable equipment, connectivity, confidence or digital skills. This role helps ensure that nobody is disadvantaged as HM Courts & Tribunals Service move online.

You will provide patient, practical and accessible digital support tailored to each client. This may include helping people set up and use email, navigate websites, create and manage online accounts, complete and submit forms, scan or upload evidence, download and save documents and understand how to protect their personal information online.

Using coaching and empowerment techniques, you will help clients complete immediate tasks while building transferable digital skills and confidence for the future. You will adapt your approach for different learning needs, identify wider advice issues, maintain accurate records and promote the service to digitally excluded and underrepresented communities.

We are looking for someone who can make technology feel straightforward and achievable. You will be curious about digital tools, confident troubleshooting common problems and committed to inclusive support. You will work with local partners, signpost clients to relevant services and travel to community locations to provide support in the setting that works best for each person.

If you:

• Understand the barriers that can prevent people from accessing digital services and are committed to digital inclusion
• Have a positive, patient and non-judgemental approach
• Communicate clearly and can explain digital tasks in simple, accessible steps
• Can coach people with different levels of digital confidence, skills and learning needs
• Can work effectively with colleagues and community partners to improve access to HM Courts & Tribunals Service and other essential online services

Then we want to hear from you!

Whilst working for us you will be a part of our amazing team, you will have a fantastic opportunity to achieve great things. You will definitely get the best feeling at the end of a day after you have helped many people in need. We’d like you to have the best career opportunities working for us supporting you every step of the way.

To apply:

Visit: www.citizensadvicecd.org.uk/about/vacancies to download and application pack or email [email protected]

Pay: £27,729.27 per year

Work Location: Hybrid remote in Spennymoor DL16 6BB