Job Description

Project Worker - Job Pack

Thank you for your interest in joining Citizens Advice. This job pack outlines everything you need to know about the Project Worker role and what it means to work with us.

In this pack

Our values The role profile and person specification Employee benefits Our approach to equality and diversity

Want to chat about the role?

If you'd like to discuss this opportunity further, please contact Jannine Nicholas (Senior Manager) at jannine.nicholas@bcbcab.org.uk.

Our values

At Citizens Advice, our values guide everything we do:

We're inventive

- we're not afraid to try new ideas, learn from experience, and adapt when things aren't working.

We're generous

- we share knowledge and support one another to make things better.

We're responsible

- we do what we say we'll do, keep our promises, and use our resources wisely.

About the role

We're seeking an enthusiastic and dynamic team member to join our service delivery team. Ideally, you'll have some knowledge of welfare benefits and debt, although full training will be provided.

As a Project Worker, you'll deliver high-quality advice and support across our local offices and outreach locations throughout Bridgend County Borough. You'll engage with clients in person, by phone, and occasionally online, empowering them to make informed decisions about their next steps.

Flexibility is key -- you may be asked to work from a range of settings, including home when required, and to contribute to different projects as the service evolves. You'll also help maintain strong relationships with local partners and stakeholders to enhance service delivery and collaboration.

Role profile

Role:

Project Worker

Reporting to:

Team Leader

Hours and salary:

Full-time and part-time positions available - 25,524 per annum (pro rata)

Location:

Bridgend, with travel across the county borough and some home working

Role purpose

To deliver high-quality, client-focused advice and support across multiple channels, ensuring that people receive the help they need efficiently and effectively. You'll play a key role in empowering clients to resolve their issues and improve their wellbeing.

Key responsibilities

Deliver generalist advice across key areas including welfare benefits and debt. Conduct detailed client interviews, exploring issues and identifying appropriate next steps. Support income maximisation through benefit checks and financial assessments. Maintain accurate case records and ensure all work meets quality and compliance standards. Work with clients through multiple channels - in person, by phone, and digitally. Contribute to research and campaigns by identifying recurring client issues and reporting trends. Build and maintain relationships with local partners and referral agencies. Stay up to date with relevant legislation, case law, and best practice. Participate in supervision, team meetings, and ongoing training. Represent Citizens Advice positively in the community and with partner organisations.

Professional development

Engage in ongoing training to maintain and develop advice knowledge. Keep up to date with legislation, policies, and procedures. Participate in supervision, appraisal, and team meetings. Maintain a personal development plan and pursue opportunities for growth within the organisation.

Person specification

Essential:

Strong communication and interpersonal skills, with the ability to build rapport with clients. Experience working in a fast-paced, client-focused environment. Understanding of client interviewing techniques and the ability to manage sensitive conversations. Ability to work independently and as part of a team. Good organisational skills with the ability to prioritise workload. Proficient in using IT systems for record-keeping and advice delivery. Understanding of and commitment to the aims and principles of Citizens Advice. Commitment to equality, diversity, and inclusion. Willingness to work flexibly, including occasional evenings or weekends if required.

Desirable:

Knowledge of welfare benefits and debt advice. Experience in partnership working with external agencies. Experience supporting clients with benefit claims or financial issues. Understanding of local social issues affecting clients.

Terms and conditions

Salary and Hours

As advertised.

Contract Type

Permanent

Annual leave

24 days per year (pro rata), plus bank holidays (including three fixed days at Christmas).

Pension

Citizens Advice pension scheme (details on appointment).

Location

Bridgend, with travel across the borough and some home working.

Hours

Full time and Part time hours available.

Probation

Six-month probationary period with regular monthly reviews.

Flexible working

Open to part-time or flexible arrangements.

DBS

This role requires a Disclosure and Barring Service (DBS) check.

Equality and diversity

Citizens Advice values diversity and is committed to creating an inclusive workplace where everyone feels respected and supported. We welcome applications from all sections of the community and are especially keen to encourage applications from underrepresented groups.

Dignity at work

We are committed to maintaining a workplace where everyone is treated with dignity and respect. Bullying, harassment, and discrimination are not tolerated, and we actively promote a positive, inclusive working environment.

Learning and development

You'll receive full training for your role, including accredited advice qualifications where applicable. We support all staff to grow professionally and personally through structured learning and development opportunities.

What we offer our staff

We value our team members and recognise their contribution through:

A supportive, collaborative working environment. Comprehensive training and development. A pension scheme and generous annual leave allowance. Opportunities for progression within Citizens Advice. A focus on wellbeing and work-li
Job Types: Full-time, Part-time, Permanent

Pay: 25,524.00 per year

Expected hours: 22 - 37 per week

Benefits:

Employee mentoring programme Health & wellbeing programme Work from home
Work Location: In person