Generalist and Outreach Adviser
Salary starting at NJC Scale 10: £25,545 (Salary based on experience/qualifications)
1 x FT (37 hrs per week)
Hybrid – 3 days a week in the office 9am to 5pm
We provide free, confidential, and independent advice to help people overcome their problems. We are a voice for our clients and consumers on the issues that matter to them.
We are seeking a special candidate to join our advice team in a role where you will make a real difference.
This is an exciting opportunity for an experienced adviser to:
- Provide help and advice on a range of advice areas to Cambridge City and South Cambridgeshire residents, via phone, email and webchat
- Conduct benefit checks and assist clients applying for benefits
- Support clients with debt solutions
- Create income & expenditure sheets
- Help with homelessness applications and other housing queries
- Research and apply for Grants and applications
This role will also provide cover for our Business Support Lead when on leave.
An ideal applicant will have at least 1-year experience of providing debt, housing & benefit advice, but those with a demonstrable interest in these areas will also be considered.
You must have an understanding of, and a commitment to, Citizens Advice aims, principles and equal opportunities.
Benefits
- 7% pension contribution
- Holiday: 24 days pa plus Bank Holidays. One additional day each 12 months up to 5 years. Christmas closing an additional extra leave – up to 4 days
- Death in Service insurance and EAP schemes
- Flexible working hours
- Hybrid working between home/Cambridge office & out in community outreach locations
- Variety of learning and development options
- Family Flexible policies including job sharing
Closing date: 9am Sunday 8th September 2024
Interviews: w/c 9th September 2024
Charity: 1056102 Company: 3191085
Financial Conduct Authority FRN: 617537
Job Description
Job Title: Generalist Adviser
Employer: Cambridge & District Citizens Advice
Responsible to: Generalist Advice Manager
Based at: 66 Devonshire Road, Cambridge, CB1 2BL and Home (Hybrid) 3 days a week in office 9am to 5pm
Main responsibilities
- General Advice
- Reception And Office Cover During Business Support Lead Absence
- Planning And Development
- Service Delivery
- Administration
- Training, Development And Recruitment
- Other Duties And Responsibilities
General Advice
- Advising Cambridge City and South Cambridgeshire clients with general advice in all areas
- Phone, email and webchat advice, with potential for face-to-face advice
- Prompt recording of advice given in our systems
- Triaging and signposting clients to other Citizens Advice projects or external local and national service
- Carry out benefit checks
- Look to empower our clients where appropriate
- Work together with Generalist Advice team to operate an efficient advice service
- Ensure casework conforms to the organisation’s Quality Standards and procedure
Reception And Office Cover During Business Support Lead Absence
- Cover reception duties and office admin roles during the Business Support Lead’s absence (annual leave, other absences, and lunch breaks when in office)
- Provide help and information to the public, visitors, staff, volunteers and tenants; either face-to-face, telephone, email or webchat.
- Supervise reception volunteers
Planning and Development
- Contribute to the business plan as required by the Organisation Management
- Advise Management on service delivery issues and problems
- Contribute to activities, procedures and systems so as to promote common practices within the advice team
- Utilise IT systems and other resources
- Participate in organisation initiatives as appropriate and contribute to the work of associated committees, working parties and projects
Service delivery
- Provide Advice and Information over webchat, email, face to face and telephone working from the office
- To deliver advice over video calls and in person face to face when required
- Ensure that systems are developed and maintained for case recording, statistics, follow up work and quality control, in partnership with other members of the team
- To be a team player and attend meetings as necessary
Administration
- To ensure effective and efficient administrative systems are maintained
- Abide by the health and safety policy with regard to staff, equipment and premises with statutory requirements
- Proper case recording and recording of statistical information with regard to advice given to clients and workload
Training and Development
- Keep up to date with legislation, case law, policies and procedures relating to all subject areas and undertake appropriate training
- Attend relevant internal and external meetings as agreed with the line manager
- Prepare for and attend supervision sessions/team meetings as appropriate
- Assist with service initiatives for the improvement of services and make recommendations where improvements can be made
- To ensure that you make time in your own calendar, for your own development
Other Duties And Responsibilities
- Have a full commitment to the aims and vision for the organisation as laid out in the business plan and take part in annual business plan reviews
- Have a commitment to on-going change management in order to achieve those aims and objectives
- Have an understanding of and commitment to, the aims and principles of the service and its equal opportunities/diversity policies
- Have an active commitment to promoting Social Policy/Research and Campaigning as a key driver for effecting a positive change for our clients
- Undertake duties in a resource efficient way, minimising impacts to the environment wherever possible
- Undertake any other duties connected with the operation of the organisation as may be required from time to time
Person Specification
Essential
1) Experience of working in a customer-facing role
2) Experience of giving information or advice in any agency
3) Ability to implement and promote equal opportunities policies and relate to clients in a non-judgemental way
4) Numeracy skills for assisting clients with budgeting and benefit checks
5) Ability to prioritise and manage own workload, appointments letters and telephone calls.
6) Ability to work closely with staff and volunteers.
7) Effective oral and written communication skills with particular emphasis on ability to work with a wide cross-section of clients, reports and correspondence.
8) Competent at using computers and other IT equipment and resources to enable good case checking
9) Ordered approach to the prioritisation and management of work and an ability and willingness to follow and develop procedures.
10) Ability to give and receive feedback to colleagues objectively and sensitively.
11) Ability and willingness to work as part of a team and to maintain a positive attitude whilst under pressure.
Desirable
12) Citizens Advice Generalist Advice certificate