Welfare Benefits Adviser

Action Together; Bolton; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

35-hour week (flexible)

25 days holiday + 5 days pro-rata for

Birthday day off

Pension scheme with employer contrib.

Confidential counselling (24/7)

Online GP access

Enhanced family leave and sick leave

Blue Light Card & employee discounts

Flexible working options

Job share considered

Job summary

Citizens Advice Bury & Bolton is seeking a Welfare Benefits Adviser to deliver a high-quality welfare benefits advice service across face-to-face and telephone channels. You will help clients understand entitlements, complete applications, and ensure they maximise income.

The role requires a trauma-informed, empathetic approach with strong listening and organisational skills to manage multiple cases in a busy team.

Qualifications

• Experience delivering advice, preferably welfare benefits.
• Excellent interpersonal skills for diverse clients.
• Strong organisational ability to handle fast-paced workloads.
• Commitment to professional development and trauma-informed care.
• Empathetic, compassionate and resilient with client-focused mindset.

Responsibilities

• Provide a professional welfare benefits advice service across face-to-face and telephone channels.
• Support clients in understanding entitlements and completing applications.
• Apply trauma-informed approaches and maintain high accuracy in all work.
• Collaborate with colleagues to deliver consistent, high-quality advice.

Skills

Deliver welfare benefits advice

Interpersonal skills

Organisational skills

Trauma-informed approach

Empathy and resilience

Job description

Citizens Advice Bury & Bolton (CABB) is a leading provider of social welfare law advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.

Our communities are facing unprecedented challenges with continued rising costs. The rising cost-of-living continue to directly impact individuals and families, with more people than ever in negative budgets, debt and housing crises.

Our Welfare Benefits team provide a professional welfare benefits advice service, which enables clients to understand their entitlement to welfare benefits, eligibility criteria, help with applications and ensure clients have maximised their income where possible.

There’s no ‘average’ day for our team, each client and case is different. You will work as part of a well-established team, providing a reliable and effective welfare benefits advice service, across all face to face and telephone advice channels and access points, utilised by Citizens Advice Bury & Bolton.

To be successful in this role you will be able to work in a trauma informed manner, with a high level of accuracy and attention to detail, exhibiting excellent listening and questioning skills.

About you:

• Experience in delivering advice (preferably welfare benefits)
• Excellent interpersonal skills to engage with a diverse range of clients,
• Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment,
• A genuine passion for continual professional development,
• Be empathetic, compassionate and resilient, understand how to use trauma informed approaches and be adaptable to client needs
• Be resilient and adaptable.

Key information

• Employer: Citizens Advice Bury & Bolton
• Locations: Hybrid, Bolton, Bury
• Role Type: Fixed term
• Working Hours: Full-Time

More about this role

• Closing Date: Friday 6th November 2026 at 12:00pm
• Employee Benefits: We value the people who work here. The following are included within the employee remuneration packages as standard;A flexible 35 hour working week (for full time employees)Generous holiday entitlement – starting at 25 days per year, increasing to 30 (in addition to bank holidays), pro-rata for part timeAdditional day off for your Birthday5% employer contribution pension schemeAccess to 24/7 confidential telephone counselling and structured counselling supportAccess to online GP and telephone counselling servicesEnhanced family friendly leave and occupational sick leaveAccess to ‘Blue Light Card’ and other charity discount schemes
• Flexible Working Options: Flexitime, Remote Working
• Would You Consider A Job Share For The Role?: Yes

Equality, Diversity, Inclusion & Belonging:
At Citizens Advice Bury & Bolton (CABB), we believe inclusion is a social justice issue - a principle that underpins our EDI&B work. To that end, we particularly welcome applications from local individuals who are representative of the local communities we serve – this is not just a matter of diversity but of strategic importance to ensure our service design and governance decisions are grounded in the realities of our communities. Please complete the anonymised EDI monitoring form using this link .