Adviser (trainee roles considered)

Citizens Advice CBG; Bargoed; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid Working

Personal training and development

Pension scheme

Eye care voucher

Casual dress code

Generous annual leave

Job summary

Citizens Advice Caerphilly Blaenau Gwent is recruiting an Adviser to provide in-person, telephone and digital advice across Caerphilly and Blaenau Gwent. The role focuses on welfare benefits, debt, energy and generalist advice, with casework, home visits when required and out-of-hours cover as needed.

The successful candidate will operate from Bargoed, with hybrid working after a probationary period, and will contribute to high-quality, client-focused services within a supportive team.

Qualifications

• Ability to research, analyse and interpret complex information.
• Strong communication and interpersonal skills for effective client support.
• Experience working across multiple channels (in-person, telephone, webchat).
• Commitment to Citizens Advice standards and quality procedures.

Responsibilities

• Interview and advise clients by telephone, webchat and in offices and community venues.
• Provide advice on welfare benefits, debt, employment, housing, energy and financial capability.
• Maintain accurate case records and prepare reports.
• Collaborate with staff and external organisations to deliver services.

Skills

Research and analysis

Communication skills

Teamwork

Time management

Negotiation skills

Multi-channel advisory

Numeracy skills

Problem solving

Education

Generalist certificate (CA)

Tools

IT for statistics

Job description

Who we are and what we do

Citizens Advice Caerphilly Blaenau Gwent (CACBG)is one of the largest Citizens Advice services in Wales and across the Citizens Advice network. We arean established and well regarded local independent charity who provides free, impartial and confidential advice.

CACBG provide a variety of services across Caerphilly and Blaenau Gwent, with a smaller number available further afield. Over the past six years, we’ve developed a successful contact centre in Caerphilly, which now accounts for more than half of our business.

We also undertake Research and Campaign work to influence policy makers and to effect change.

Our main office is in Bargoed. From hereweoperatea range of service delivery channels including drop-in sessions, appointments, telephone, letter and home visits. when feasible. We also run weekly outreach services across Caerphilly and Blaenau Gwent.

We provide a range of specialist services to help people resolve their debt and welfare benefits problems and provide advice on energy issues. Help to Claim assists people with new Universal Credit claims. Other services target those experiencing mental health issues, or living with learning disabilities.

Our Caerphilly office is a 150 seat contact centre that provides a number of services under contract to national Citizens Advice.

What we give our staff

• We offer an attractive remuneration package with excellent benefits:

• Generous annual leave package

• Hybrid Working (following completion of a successful probationary period)

• Ongoing personal training and development

• 24/7 access to our Employee Assistance Programme, which also offers perks such as high street shopping discounts

• Pension scheme

• Contractual sick pay

• Casual dress code

• Eye care voucher

• Healthy work/life balance

The role profile

We are looking to recruit a highly motivated individual as an Adviser (trainee roles will be considered) within our generalist projects to include Help to Claim, Energy and Generalist Teams. Ensuring that the work conforms to the Advice Quality Standard (AQS) and Quality of Advice Assessment in Wales.

The successful candidate will provide in-person, telephone and digital advice to clients across all Citizens Advice Caerphilly Blaenau Gwent projects, where appropriate.

The role will at times involve working solely on telephone and digital advice channels.

Main duties and responsibilities: Advice and Information

• Interview and advise clients by telephone, webchat and at Citizens Advice offices and community venues covering Caerphilly and Blaenau Gwent. This post will be based at Bargoed but some delivery will be out of the office i.e. home visiting and/or community venues.

• Delivery may be required out of hours including the possibility of some evening or Saturday work. Some services are provided solely by telephone and webchat between 8:00am and 6:00pm (staff will be rota’d between these hours)

• Provide advice on a wide range of issues. There is particular emphasis in advice with welfare benefits, debt, employment, discrimination, housing, energy and financial capability

• To work across multiple generalist advice projects across the Local Citizens Advice Refer internally or to other specialist agencies where appropriate Ensure that all work conforms to the Citizens Advice Caerphilly Blaenau Gwent Office Manual and relevant quality standards

• Maintain detailed and accurate case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensuring all case records are updated in a timely manner

• To provide clients with a wide range of assistance as required, including but not limited to:

  • assisting with form filling

  • performing benefit calculations

  • providing information, advice and guidance

  • negotiating with third parties

  • act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning

• To work with other Citizens Advice Caerphilly Blaenau Gwent staff to ensure the smooth running of the service

• Ensure good collaborative working with external organisations and partners

• Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the services

Research and Campaigns (R&C) Monitoring

• Assist with R&C work by providing information about clients' circumstances, through the completion of Evidence Forms (EFs) and case studies.

• Provide statistical information on the number of clients and nature of cases and provide regular reports to line management as required

• Alert other staff to local and national issues

Professional Development

• Keep up-to-date with legislation, case law, policies and procedures, and undertake appropriate training

• Attend appropriate internal and external meetings as required

• Read appropriate publications

• Prepare for and attend regular supervision sessions

• Be prepared to complete the Citizens Advice Generalist certificate in Generalist Advice Work or equivalent and other qualifications where required

External Relationships

• Participate in community/service user consultation as part of service development

• Maintain appropriate relationships with service users, community and partner representatives, attending liaison and meetings as required

Administration

• Maintain local information systems

• Use IT for statistical recording, record keeping and document production

• Keep up to date with policies and procedures relevant to the post and undertake appropriate training

• Ensure that all work conforms to Citizens Advice Caerphilly Blaenau Gwent’s standards and requirements

• Maintain a library of reference material and case law

Other Duties and Responsibilities

• Undertake any other duties in keeping with the general nature of the post

• Promote the aims, principles and values of the service and abide by Citizens Advice Caerphilly Blaenau Gwent’s equal opportunity policies

• Undertake travel within the area covered by Citizens Advice Caerphilly Blaenau Gwent as required, in order to be able to fulfil the duties of the post

• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues

Person specification Skills and Experience

• Ability to research, analyse and interpret complex information

• An understanding of the challenges faced by those with multiple issues including mental health

• Understanding of the issues involved in interviewing clients away from the main Citizens Advice premises and an ability and willingness to do so

• Ability to communicate with clients appropriately and effectively, identifying and supporting vulnerable clients

• Ability and willingness to take on responsibility

• Ability to adapt and work over multiple advice projects across different channels

• Ability to plan and prioritise own work and meet deadlines and targets. Effective written and verbal communication skills including negotiation skills

• Ability to develop and maintain positive relationships with external organisations, and individuals

• Numeracy skills required to perform and check benefit calculations and understand statistics

• Ability to give and receive feedback sensitively and objectively, and a willingness to challenge constructively

• Ability to monitor and maintain own standards

• Ability to identify research and campaign issues and take appropriate action

• Understanding of, and commitment to, working as part of a team

• Have access to a vehicle or other suitable transport to attend outreach venues and/or home visits

• A commitment to self-development

Equal Opportunities

• A full understanding of and commitment to the aims, principles and policies of the Citizens Advice service

• A caring and non-judgemental attitude

• An understanding of the needs of disadvantaged communities

• An ability to take positive action and challenge discriminatory behaviour

In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.