We are looking for a General Adviser to provide a high-quality advice services at our offices and Community outreach locations across the City of Doncaster
The role will require you to provide high quality customer service to clients, working to achieve the best outcomes for clients whilst demonstrating commitment to the aims and principles of the Citizens Advice Service.
You will thrive under pressure and demonstrate a pro active and flexible approach in order to achieve team and individual targets and will go the extra mile to get the job done.
The role will require work in various locations across 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
* To provide Financial Capability and Income Maximisation advice to clients
* Support Clients to understand the benefits system and application processes
* To share responsibility for compliance with the Projects targets and requirements
* Ensure high quality standards are met and that data is captured and recorded accurately
* To work effectively with other partners 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 Provision
* Provide General Advice and assisted information to clients at our offices and outreach locations via face to face, email and web chat
* 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.
* Provide advice and assistance to other staff across the whole range of advice issues.
* 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.
* Ensure that all work conforms to the organisation's systems and procedures.
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.
Professional development
● Keep up to date with legislation and undertake appropriate training.
● Read relevant publications and correspondence from both internal and external sources to ensure up to date knowledge of the issues clients are facing .
● Attend relevant internal and external meetings as agreed with the Line Manager.
● Assist with Service initiatives for the improvement of services.
Person specification
* Experience of providing Advice.
* Effective oral communication skills with particular emphasis on negotiating and representing.
* Excellent IT skills with the ability to maintain databases and spreadsheets
* Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
* Understand the challenges involved in interviewing clients, identifying issues and prioritising needs.
* Ability to prioritise own work, meet deadlines and manage caseload.
* Ability to use IT in the provision of advice and the preparation of reports and submissions.
* Willingness to work as part of a team.
* Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.
Desirable Criteria
* Experience of providing General advice or have transferable skills
* Experience of working to targets
* Understanding of welfare rights and benefits
* Have access to a vehicle and be willing to travel
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.
Terms and conditions
The post will be subject to a 4-month probationary period.
Full time salary starts at £23,400 37 Hours per week
A full-time post holder will be entitled to 38 days which are inclusive of the 8 normal bank holidays and 4 associated days. Holiday entitlement is pro-rata for part-time employees. The leave year runs from 1 April to 31 March.
The post is reliant on continued funding and, in the unlikely event that funding is reduced or withdrawn, hours may be reduced or withdrawn accordingly following appropriate notice.
What we give our staff
We are proud to be a National Living Wage employer, ensuring that all our staff are paid fairly and in line with current wage standards. We offer a range of benefits to support our team's health, well-being, and professional development, including access to the Cycle to Work scheme and the Westfield Health Cash Plan, which provides a variety of health and wellness benefits. You will receive tailored training and support for your role, alongside opportunities for professional growth. As part of our friendly and dedicated team, you will enjoy peer support and a collaborative environment. We also offer the option to join our pension scheme administered through NEST, with employer contributions to help secure your financial future.
Job Type: Full-time
Pay: £24,848.00 per year
Benefits:
* Company pension
* Cycle to work scheme
Work Location: In person
Application deadline: 14/10/2025
Reference ID: GA102024