Telephone and Online Adviser (NatWest/RBS Service)

Citizens Advice Edinburgh; City of Edinburgh; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Citizens Advice Edinburgh is seeking an Advice Services Manager to lead community-focused advice delivery. The role involves managing resources, training volunteers, and ensuring clients receive entitled income and support for financial health. This position offers flexible working and the chance to contribute to a fairer society.

Benefits

40 days annual leave

Flexible hours

Commitment to diversity and equality

Qualifications

• Experience with complex cases, including tribunals and appeals.
• Knowledge of welfare rights, debt, and employment advice.
• Ability to manage and train volunteers effectively.

Responsibilities

• Manage advice resources and support delivery of advice services.
• Supervise and train at least 30 volunteers.
• Engage with community partners and improve service capacity.

Skills

Welfare Rights

Debt Advice

Financial Health

Communication

Multitasking

Education

Scottish National Standards for Advice

OISC Level 1 in Immigration Advice

Job description

Job Details: 35 hours per week with flexible working policies, considering part-time options. The position is permanent, subject to ongoing funding.

Role

This service collaborates with NatWest/RBS customer service teams and Citizens Advice Bureaux in Southend on Sea and Liverpool. Operational for over 10 years, with CAE as a delivery partner since 2021, the service involves regular team meetings via Teams to share practice and learning. Oversight of outcomes and funding relationships is managed by Citizens Advice England and Wales, in partnership with Citizens Advice Scotland and Edinburgh.

Referrals are made by NatWest/RBS staff, mainly concerning income maximization, debt, financial health, relationship breakdown, and financial guardianship. Advisers handle 4-5 referrals daily, primarily via phone, email, or Teams. The role focuses on single or few contacts per case, with complex cases referred to local bureaus or agencies. The service has received excellent feedback and has been shortlisted for awards. Home working options offer flexibility.

Application notes

Interview scheduled for Friday, 13th June 2025, conducted online via Teams.

Citizens Advice Edinburgh aims to serve its community with accessible advice, supported by volunteers. A key aspect of this role is to support advice delivery that adapts to community needs and policy changes, with volunteers gaining relevant skills and knowledge.

The role involves managing advice resources effectively across Edinburgh, supporting the delivery of advice services, community recruitment, volunteer training, and supervising at least 30 volunteers. You will work with the management team to ensure knowledge, skills, and resources meet client demand and to improve service capacity and efficiency.

Funding from the Scottish Government supports council tax debt advice, aiming to increase capacity for early intervention and income maximization, helping clients avoid financial difficulties.

As an Income Maximisation and Money Adviser, you will ensure clients receive entitled income, reduce expenditure, negotiate debt repayments, and support ongoing council tax liabilities. Referrals come from council and partner agencies, and proactive engagement with clients is essential. You should have up-to-date knowledge of welfare rights, debt, employment advice, and experience with complex cases, including tribunals and appeals. Qualifications include Scottish National Standards for Advice and OISC Level 1 in Immigration advice.

The service is expected to grow, requiring a proactive, innovative approach, engaging staff, volunteers, partners, and the community through training and workshops.

• Hybrid working: Edinburgh or Glasgow office, with at least 1 day in the office
• Closing date: 27th May 2025

Citizens Advice Scotland is the largest independent advice network, supporting 59 bureaux across Scotland, committed to free, impartial, confidential advice. The organization supports national projects and internal functions, requiring multitasking, proactive communication, and stakeholder engagement. This role offers the chance to contribute to a fairer society and support the network of Citizens Advice Bureaux.

Employee benefits: 35-hour workweek, 40 days annual leave, flexible hours, hybrid working, inclusive policies, and commitment to diversity and equality. The role offers options for blended working, with specifics discussed during recruitment. Citizens Advice Edinburgh seeks an Advice Services Manager with expertise in Welfare Rights and Employment, and a good knowledge of debt, housing, immigration, and energy advice. You will join a team of four managers, each specializing in different advice areas, within one of Edinburgh’s leading advice providers, part of the national Citizens Advice network.