Welfare Benefit Caseworker

Citizens Advice CBG; Aberbargoed; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A local charity providing advice services is seeking a Welfare Benefit Caseworker to support vulnerable clients with their welfare benefit queries. The role includes advising clients, maintaining case records, and ensuring compliance with quality standards. Candidates should have experience in welfare benefits advice and effective communication skills. Generous remuneration package and hybrid working model offered. Closing date for applications is 29th August 2025.

Benefits

Generous annual leave package

Hybrid working after probation

Ongoing personal training and development

Pension scheme

Employee Assistance Programme

Qualifications

• Experience in welfare benefits advice work, including casework.
• Ability to communicate effectively and develop positive relationships.
• Understanding of challenges faced by vulnerable clients.

Responsibilities

• Interview and advise clients via various channels.
• Provide advice on welfare benefits including casework.
• Maintain detailed case records and ensure compliance with quality standards.

Skills

Welfare benefits advice

Effective communication

Client relationship management

Numeracy skills for calculations

Education

Citizens Advice Generalist certificate

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 are an established and well regarded local independent charity who provides free, impartial and confidential advice.

CACBG provides 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 here we operate a 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

CACBG needs a client focused, people person to support vulnerable clients with their welfare benefit queries.

We are looking to recruit a highly motivated individual as a Welfare Benefit Caseworker (trainee roles will be considered) within our welfare benefit projects providing advice and casework that conforms to the Advice Quality Standard (AQS) and Quality of Advice Assessment in Wales.

Main duties and responsibilities:

• Interview and advise clients via telephone, video, home visits and in person at Citizens Advice and/or partner offices
• Provide advice on welfare benefits including casework
• Provide ongoing casework for the issues presented and deal with cases whilst assisting with other issues that present
• Refer or signpost internally or to other specialist agencies where appropriate
• Ensure that all work conforms to the Citizens Advice Caerphilly Blaenau Gwent quality standards
• Maintain detailed case records and set tasks for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
• To provide a wide range of services to clients, including but not limited to:
  • assisting with form filling
  • calculating benefit entitlements
  • negotiating with third parties
  • act as a representative for the client where necessary, by calculating, negotiating, drafting or writing letters and telephoning
  • Preparing clients for appeal hearings including considering appeal bundles, assessing and obtaining evidence and preparing submissions for courts and tribunals; and where necessary, representing clients at courts or tribunals
• Work with other caseworkers to ensure the smooth running of the service
• Ensure good collaborative working with external organisations and maintain appropriate relationships with service users, community and partner representatives, attending meetings as required
• Participate in community/service user consultations as part of service development
• Assist with Research & Campaign (R&C) work by providing information about clients’ circumstances, preparation of R&C reports and provide statistical information as required
• Prepare for and attend regular supervision sessions
• Partake in coaching and mentoring to increase skills and knowledge
• Work across projects and comply with project recording requirements

Research and Campaigns (R&C)

• 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

• Maintain appropriate relationships with service users, community and partner representatives

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

• Experience in welfare benefits advice work, including casework
• Ability to research, analyse and interpret complex information
• An understanding of the challenges faced by vulnerable clients
• Understanding of the complexity involved in interviewing clients by way of a home visiting service
• Ability and willingness to take on responsibility for, and manage a caseload
• Ability to plan and prioritise own work and meet deadlines
• Effective written and verbal communication skills including negotiation skills
• Ability to develop and maintain positive relationships with external organisations
• 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 including ongoing professional development
• Understanding of, and commitment to, working as part of a team
• Ability to attend home visits or attend different venues through access to a vehicle or other suitable transport
• 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.

How to apply

Submit your CV and a cover letter telling us why you are interested in the role and how you meet the person specification.

The closing date for applications at5pm on 29th August 2025.
Interviews to be held on 8th September 2025.