Trainee / Experienced Generalist Adviser x 2 positions

Job Description

North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to join our Core Services 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.

We are recruiting to two Generalist Adviser vacancies:

• 1 x Part Time position (22.5 hours per week): Monday & Wednesday – Cinderford and Tuesday – Lydney (Permanent contract)
• 1 x Part Time position (15 hours per week): Monday and Thursday – Cheltenham (Fixed-term until 31st March 2027)

The role

Hours: 22.5 and 15 (Please indicate within your application which hours you are interested in.)

Location: Cheltenham, Cinderford and Lydney (Location assignment is dependent on the specific role offered. See above for further details

Reports to: Core Services Team Leader

Company Benefits Pension: Contribution of 7% based on 4% employee contribution Employee Assistance Scheme:

Health Assured Birthday Leave: Take a day to celebrate your annual personal milestone. This leave does not form part of your annual leave entitlement.

Christmas Closure: Our office will be closed between Christmas and New Year’s, and these days won’t count towards your holiday entitlement.

Purpose of the Role

The adviser will assist the client by exploring all the possible options and consequences to enable them to make an informed decision based on the facts. Advisers can either work on a generalist level or specialise in areas such as benefits or employment.

Role Profile

Advice giving
➢ Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
➢ Use the Citizens Advice AdviserNet website to find, interpret and communicate the relevant information.
➢ Research and explore options and implications so that clients can make informed decisions.
➢ 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.
➢ Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.
➢ Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

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 line manager.
➢ Prepare for and attend supervisor session/team meetings/staff meetings as appropriate.
➢ 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.

Other
➢ Complete required training to comply with quality assurance processes.
➢ Carry out any task that may be within the scope of the post to ensure the effective delivery and development of the service.

Person specification

Essential Criteria

1. Ability to commit and work within the aims, principles and policies of the Citizens Advice service.
2. Proven understanding of equality and diversity and its application to the provision of advice.
3. Proven ability to interview clients using sensitive listening and questioning skills to get to the root of issues and empower clients, whilst maintaining structure and control of meetings.
4. Understanding of the issues affecting society and their implications for the client and service provision.
5. Proven ability to research, analyse and interpret complex information, produce and present clear reports verbally and in writing.
6. Ability to understand statistics and check accuracy of calculations.

Want to chat about this role?

If you want to chat about the role further, please see details to the right of this advert.

Applying for this post

To view the supporting documents or apply for this post, please complete our application form, which can be found on our website by clicking on Apply Now. 

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 you being able to take up the job.