Job Description

Company Overview

North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to join our advice team and make a real difference to their community. This is an opportunity for you to join an established charity that has an excellent reputation for the provision of high-quality advice and is a great place to work. You'll be part of a team committed to working together and with partner agencies to achieve the best outcomes we can for our clients.

Summary

This role is supported by Gloucestershire County Council and Barnwood Trust to provide a wrap-around advice and guidance service best suited to the client needs.

The purpose of this role is to tackle issues faced by clients by focusing on income maximisation and support for funding. It is fixed term at present to 31st March 2026 but we anticipate further funding to extend the project.

If you do not have the experience for this role, we are considering trainees. We have a training programme which will provide you with the skills, knowledge, and experience to do the role as well as a career opportunity which could lead to professional progression within the service.

Responsibilities

Service Delivery - advice.

Provide holistic advice to local residents on the telephone, by email and face to face. Research and explore options and implications so that clients can make informed decisions. Issue food vouchers to clients in accordance with Trussell Trust criteria and processes and apply for appropriate grants for a client. Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Negotiate with third parties such as statutory and non-statutory bodies as appropriate. Provide low level casework to help move clients forward with their problem and make effective referrals and sign posting. Complete benefit calculations and Debt Assessment Tools to identify options for clients to make informed choices. Complete confirmation of advice letters/emails and provide follow ups, ensuring deadlines are met and clients are aware of timelines when self-servicing. Maintain accurate case records and data recording. Where appropriate, deliver advice at outreach and pop-up locations and ensure fully resourced to deliver successfully. Use information and advice resources, including remote supervisors to ensure advice is accurate. Develop the project. Ensure all relevant policies and procedures are followed in work. Ensure continuous improvement in your own work and service development, gaining user and stakeholder feedback and meeting advice quality standards in line with Citizens Advice quality framework and Advice Quality Standard.

Research and Campaigns

Assist with research and campaigns work by providing information as appropriate. Alert clients to research and campaign options. Professional Development Keep up to date with legislation, policies and procedures and undertake appropriate training.

Administration

Attend relevant internal and external meetings as agreed with Citizens Advice line manager. Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure all work conforms to the organisation's systems and procedures.

Partnership working

Attend Advice First Aid Sessions to support and trainer and network with the frontline teams Liaise with trained Advice First Aiders to receive referrals Where appropriate, represent Citizens Advice at networking meetings Liaise with partner organisations.

Other

Carry out any other tasks which may be within the scope of the post to ensure the effective delivery and development of the service Abide by safeguarding, health and safety policies

Qualifications

1. Relevant and ongoing recent experience of initial assessment and advice work.

2. Certificate in Generalist Advice work, or equivalent qualification or equivalent level of experience and skill.

3. Sufficient knowledge of benefits, debt, housing, employment, consumer and immigration advice issues, to be able to make appropriate signposting and/or referral decisions.

4. Excellent IT, numeracy, written and verbal communication skills able to undertake benefit and debt calculations and explain complex information to a range of audiences and formats.

5. Strong personal resilience, able to self-motivate and solve problems to achieve positive outcomes

6. Excellent personal organisational skills, able to work under pressure and manage competing demands whilst meeting deadlines, following processes and maintaining quality and targets.

7. Excellent attention to detail, able to follow processes.

8. Able to develop good working relationships with a variety of people, both internally and with those from external agencies.

9. An understanding of the needs facing residents and able to use different approaches to move clients forward and resolve their problems - ability to research, understand and explain complex information

10. Ability to write accurate case records and draft letters, reports, and statements

11. Demonstrable commitment and understanding of equity, diversity and inclusion.
12. Ability to establish positive working relationships with partner organisations

13. Ability to travel to centre and outreach locations across the county.

Desirable

14. Experience of delivering welfare benefits, housing, debt or generalist advice and casework.

15. Recent experience of benefits advice giving in Citizens Advice or similar advice setting.

16. Ability to advise on debt and other social welfare issues.

17. A thorough understanding of the issues involved in interviewing and working with clients, and in particular vulnerable people.

18. Proven ability to work well in a busy, pressured environment, work as part of a team but also able to work without direct support and supervision at times.

19. Experience of explaining complex information to clients and checking accuracy of calculations.

20. Able to drive and access to a car

Call-To-Action

If you're ready to make a difference in people's lives and contribute to meaningful change in your community, we invite you to apply today!

Job Type: Full-time

Pay: 25,196.00-26,743.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Free parking Health & wellbeing programme Sick pay Work from home
Work Location: In person