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Reports to: Service Manager
Responsible for: N/A
Salary: £23,000 pro rata
Hours: 30 hours
Type of contract: Fixed term (12 months) Internal Applicants Secondment available.
Base: Sandwell & Walsall
Closing date: Friday 8th November 2024 at 5pm
Interview date: Friday 22nd November 2024
Role Overview
Citizens Advice Sandwell is currently seeking a Generalist Adviser to join our organisation.
Job Description
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 all work conforms to the organisation’s office manual and the Advice Quality standard / Legal Aid Agency’s Quality Mark / other funding requirements, 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 the 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
- To have completed Adviser Learning Programme
- Ability to commit and work within the aims, principles and policies of the Citizens Advice service.
- Proven understanding of equality and diversity and its application to the provision of advice.
- 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.
- Understanding of the issues affecting society and their implications for the client and service provision.
- Proven ability to research, analyse and interpret complex information, produce and present clear reports verbally and in writing.
- Ability to understand statistics and check accuracy of calculations.
Desirable Criteria
- Understand the impact Cost of Living has had on residents of Walsall
- Experience of working with vulnerable client groups.
- Experience of community outreach work
In accordance with Citizens Advice national policy we may need 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.
