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 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 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

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.




If you are well organised, good with people, can prioritise your time and workload effectively and have a drive to learn, send us your CV and a cover letter to tell us why you want to become one of our advisers.

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.

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 is no later than

5pm on Monday, 25th August, 2025.

Interviews to be held 4th and 5th September 2025.