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43 Cartlett


SA61 2LH



Pembroke Dock


38 Meyrick Street

Pembroke Dock

SA72 6UT

Main Offices

Support Us

Consumer Line - 03454 04 05 06

Welsh Language - 03454 04 05 05

Mon to Fri - 9am to 5pm

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Digital Assistant

Purpose of the role:

  • To provide 'assisted digital support' with using services and carrying out transactions online.

  • To promote the use of kiosks / PCs and the role of information in resolving problems.

  • To provide information about the local Citizens Advice and other advice services to clients from a diverse range of backgrounds and cultures.

  • To enable clients to develop the skills and confidence they need to use digital technology effectively.


Main duties and responsibilities may include:

  • Explaining the service to members of the public.

  • Supporting clients with using self-help services including kiosks, PCs and tablets.

  • Helping clients to identify the correct leaflet, self-help resource or service provider.

  • Identifying when clients need to be referred for more help.

  • Signposting clients appropriately to suit their needs following agreed protocols.

  • Recording client numbers and issues.


Personal skills and qualities that a digital assistant needs:

  • Competence in using IT to complete forms and conduct transactions online.

  • Ability to offer help appropriately and sensitively in a public environment.

  • An understanding of why confidentiality is important.

  • Excellent communication skills (being open and approachable).

  • Respect for views, values and cultures that are different from your own.

  • A commitment to the aims and principles of the Citizens Advice service.

  • A positive attitude to self-development and assessment.

  • Ability to work as part of a team.

  • Ability to recognise the limits and boundaries of the role

Telephone Advice Adviser Office Administrator Interpreter/Translator Digital Assistant Trustee Caseworker Assistant Reception Worker Research & Campeign Worker