Adviser

Citizens Advice Caerphilly Blaenau Gwent (CACBG) is looking for an Adviser (trainee role considered) to join our busy team. CACBG is one of the largest Citizens Advice services in Wales and the wider Citizens Advice network. We are an established and well-regarded local independent charity, providing free, impartial and confidential advice to our communities. We deliver a wide range of services across Caerphilly, Blaenau Gwent and further afield, supporting people through a variety of advice channels. Our main office is based in Bargoed, where we provide services including drop-in sessions, appointments, telephone and written advice, as well as home visits where feasible. We also operate weekly drop-in services at locations across Caerphilly and Blaenau Gwent, helping to ensure our advice is accessible to local communities. Our Caerphilly office is home to a 150-seat contact centre, which delivers a range of digital advice services under contract to national Citizens Advice.

We are looking to recruit a highly motivated and committed individual to join our team as an Adviser within our Generalist Projects. This role will support a range of services, including Help to Claim, Energy and Generalist Teams. The successful candidate will provide high-quality advice to clients across all Citizens Advice Caerphilly Blaenau Gwent projects, ensuring that all advice and casework meets the requirements of the Advice Quality Standard (AQS) and the Quality of Advice Assessment in Wales. The role will involve providing advice through a range of channels, including:

• In-person appointments
• Telephone advice
• Digital advice services

At times, the successful candidate will be required to work solely through telephone and digital advice channels. We are looking for someone who is enthusiastic, adaptable and committed to delivering high-quality advice and support to our clients.

What we give our staff

• 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

Role Profile

Main duties and responsibilities:

• 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 & 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.