Join our team at Citizens Advice Doncaster as a General Adviser! You'll play a vital role in empowering local residents by providing high-quality advice and support across our offices and community outreach locations.
This role demands excellent customer service and a dedication to achieving the best possible outcomes for our clients, always upholding the core values of Citizens Advice.
You'll thrive in a dynamic environment, demonstrating a proactive and flexible approach to meet client needs and exceed project and funder expectations. The role requires travel within the City of Doncaster.
Role purpose
* To provide a high-quality advice and support to clients accessing the service via face to face, telephone, email and web chat
* Deliver Financial Capability and Income Maximisation advice to clients
* Support Clients to understand the benefits systems and application processes
* To share responsibility for compliance with Projects, targets and requirements.
* Ensure high quality standards are met and that data is captured and recorded accurately.
* To work effectively with other partners and stakeholders to deliver a seamless service to clients
* Undertake service delivery at Outreach venues across the city as required.
* To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough.
Advice
* Provide General Advice and assisted information to clients at our offices and outreach locations via face to face, email and web chat
* Conduct initial assessments to understand clients' needs and identify the key issues.
* Provide accurate, impartial, and confidential advice on a range of topics, including benefits, debt, housing, employment, and consumer issues.
* Explain complex information clearly and concisely, ensuring clients understand their options.
* Assist clients in exploring different solutions and making informed decisions.
* Empower clients to act on advice and information provided
* Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
* Liaise with third parties as appropriate.
* Ensure income maximisation through the take up of appropriate benefits.
* Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
* Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
* Comply with all organizational policies, procedures, and guidelines in the performance of all duties
Research and campaigns
● Assist with research and campaigns work by providing information about clients' circumstances.
● Provide statistical information on the number of clients and nature of cases and provide regular reports to management.
● Monitor service provision to ensure that it reaches the widest possible client group.
● Alert other staff to local and national issues.
Essential Skills & Experience:
* Proven experience in providing high-quality advice and support to clients.
* Ability to explain complex information clearly and concisely
* Excellent communication skills, both verbal and written, including strong negotiation and representation abilities.
* Advanced IT proficiency, including expertise in maintaining databases and spreadsheets.
* Demonstrated ability to effectively interview clients, assess their needs, and identify key issues.
* Strong organisational and time-management skills, with the ability to prioritize tasks, meet deadlines, and effectively manage a demanding caseload.
* Proven ability to utilise IT effectively in the provision of advice, including the preparation of reports and submissions.
* Strong teamwork and collaboration skills, with a willingness to work effectively within a team environment.
* A strong understanding of and commitment to the aims and principles of Citizens Advice, including its equality and diversity policies.
* A strong work ethic and a proven ability to adapt to changing priorities and targets
* Understanding of welfare rights and benefits
In accordance with Citizens Advice national policy we 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.