Description

Role purpose

Reporting to the Benefits and Generalist Group Manager, you will be responsible for:

  • Manage project work queues as appropriate and report to the Group Manager about case status
  • Deliver benefits casework and advice to clients, largely via our digital channels, and face to face where appropriate
  • Attend outreach locations as required in West Northants and Cherwell to deliver aservice at differing work levels according to local need
  • Contribute to staffing our helplines
  • Achieve agreed targets in terms of clients supported and financial outcomes achieved
  • Providing an effective and efficient advice service within the aims, policies and principles of the Citizens Advice service
  • Working in our main Advice service and on specific projects as required

Context of role

Citizens Advice West Northants & Cherwell (CAWNAC) delivers advice across West Northamptonshire and Cherwell and further afield in respect of some of our projects.

Often working in partnership with other local Citizens Advice offices, we are funded to deliver specific pieces of work to identified groups of clients.

This role will be governed by the needs of specific funders according to current contracts. Employed by CAWNAC, this role has a hybrid location which means that with line manager agreement, the working pattern is split across office locations and home,to meet the needs of the charity. You will deliver advice and casework via telephone and email, and you will need to attend our offices and outreaches in West Northants as required if a client requires face to face support.

You will have lots of support from an experienced and friendly team, but you will be responsible for managing your own caseload and achieving agreed projectKPIs.

The enquiry area that you will deal with predominantly is benefits advice, with linked issues such as money and housing. You can call on wider, specialist teams to address more specialist issues.

You will have the opportunity to assist with the development of our community location venues in order to widen the reach of our service and align our service with the strategic aims of our funders.

Role profile

Person specification

Essential Criteria

  1. At least 3 years experience of working as a Generalist Adviser
  2. Working knowledge of Welfare Benefits in the UK
  3. Proven ability in supporting clients and managing cases
  4. Ability to calculate client outcomes
  5. Ability to conduct effective client appointments across all delivery channels
  6. Demonstrable experience of communicating effectively orally and in writing.
  7. Demonstrably flexible approach and willingness to work as part of a team.
  8. Ability to prioritise own work and the work of others, meet deadlines and manage workload in a busy environment.
  9. Proficient in the use of IT systems and electronic resources
  10. Commitment to the aims, principles and policies of Citizens Advice
  11. Understanding of equality, diversity and inclusion, and its application to the provision of advice, and the supervision and development of staff and volunteers.

Desirable Criteria:

  1. 1 year experience within the Citizens Advice Framework
  2. Working in a funded project, with responsibility for KPIs
  3. Managing a Caseload
  4. Working in partnership with 2rd party organisations

Terms and conditions

Hours:37 hours per week or part-time 25 hours per week

Salary: Grade 5 (starting £26,784)

Pension:We offer an auto-enrolment workplace pension scheme, details on appointment

Holiday:23 days pro rata plus Bank Holidays pro rata.This means your holiday is calculated based on the number of hours you work.We operate a closedown between Christmas and New Year when you are required to take leave.

Contract: 1 year fixed term (with possibility of renewal)

Based at: Home & office locations in West Northants and Cherwell

Travel expenses are reimbursed from home address

Other:

  • Your health and well-being is important to us, and we offer an Employee Assistance Programme, which includes access to a 24 hours helpline, lots of online health resources and telephone counselling
  • Whilst this is a home-based role, your work/life balance matters to us, and we provide you with a laptop and other equipment to enable you to work remotely and in offices flexibly where appropriate within your role
  • We will work with you to develop your career from the opportunity to work on problems that matter, and learn from knowledgeable and experienced colleagues, to acquiring valuable skills via training

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