Welfare Rights & Tribunal Adviser in Doncaster

Salary: £29,000 per annum

Hours: 37 hours per week (Full Time)

Location: Doncaster – office based, outreach locations, and tribunal attendance as required

Role Purpose

To provide specialist welfare rights advice, casework, and representation to clients, including preparation and attendance at welfare benefit tribunals. The postholder will support clients to maximise income, challenge incorrect benefit decisions, and access their full entitlements, in line with the aims, principles, and quality standards of the Citizens Advice service.

Key Responsibilities

• Advice & Casework

• Provide specialist advice on welfare benefits including Universal Credit, PIP, ESA, DLA, and Housing Benefit.
• Prepare and submit mandatory reconsiderations and benefit appeals.
• Represent clients at First-tier Social Security Tribunals where appropriate.
• Carry out detailed benefit checks and income maximisation.
• Act for clients where necessary by drafting appeal submissions, negotiating with the DWP and other agencies, and making referrals where appropriate.
• Empower clients to understand their rights and options and enable them to make informed decisions.
• Maintain accurate, timely, and comprehensive case records in line with Citizens Advice systems and procedures.
• Ensure all casework meets the Advice Quality Standard (AQS) and internal quality requirements.

• Deliver advice services at outreach venues across Doncaster as required.
• Build and maintain effective working relationships with partner agencies, statutory bodies, and community organisations to ensure joined-up support for clients.

• Contribute to the Citizens Advice research and campaigns agenda by recording evidence of client issues and emerging trends.
• Provide anonymised case studies and data to support local and national policy work.

• Keep up to date with welfare benefits legislation, case law, and procedural changes.
• Attend supervision, training, and team meetings as required.
• Work collaboratively with colleagues to share knowledge and support service delivery.
• Work to agreed targets and contribute to service monitoring and reporting.

• Use IT systems for case recording, monitoring outcomes, and producing reports.
• Maintain local information systems and resources.
• Carry out any other duties within the scope of the role to support the effective delivery and development of the service.
• Comply with Citizens Advice policies, including equality, diversity, confidentiality, safeguarding, and health and safety.

Person Specification

Essential Criteria

• Experience

• Experience of providing welfare rights or social welfare advice.
• Experience of preparing benefit appeals and supporting clients through reconsideration or tribunal processes.
• Experience of managing a caseload and prioritising work to meet deadlines.

• Strong knowledge of the UK welfare benefits system, or the ability to develop specialist knowledge quickly.
• Excellent verbal communication skills, including advocacy and negotiation.
• Excellent written communication skills, particularly in drafting submissions, correspondence, and tribunal papers.
• Good numeracy skills to complete benefit calculations and financial checks.
• Ability to empower clients while maintaining professional boundaries.
• Ability to work both independently and as part of a team.

• Confident use of IT systems for case recording, document production, and reporting.
• Ability to maintain accurate records in line with quality standards and procedures.

• Understanding of and commitment to the aims and principles of the Citizens Advice service.
• Commitment to equality, diversity, and inclusion.

Desirable Criteria

• Experience of representing clients at welfare benefits tribunals.
• Experience of working in the voluntary, advice, or community sector.
• Experience of working to targets or funder requirements.
• Knowledge of Advice Quality Standards or Specialist Quality Mark frameworks.
• Ability to travel across Doncaster (access to a vehicle desirable).