Deadline: Monday 30 March 2026 at 10 AM.
Contract: Fixed‑term contract until 30 June 2027.
Salary: £28,300 per annum.
Hours per week: 35.
Reporting to: Project Supervisor.
Location: Various locations across the Liverpool area. Some flexible hybrid working – 4 days office‑based, 1 day work from home.
Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. It depends on a workforce of paid staff and over 70 trained volunteers, giving people the knowledge and confidence they need to find their way forward – whoever they are, and whatever their problem. The organisation is the leading provider of advice and advocacy services in Liverpool and helped clients with over 106,000 issues in 2022/2023.
Benefits:
* Generous annual leave of 27 days plus bank holidays (with an additional day per year after 4 years' service up to a maximum of 32 days plus bank holidays)
* Hybrid Working Scheme
* Interest‑free travel loans
* Employee Assistance Programme
* Pension Scheme
* Cycle to Work Scheme
* Lifestyles Gym Membership (20% corporate discount)
* Enhanced maternity, paternity and adoption leave pay
* Free VDU eye care test
* Professional and advice sector recognised training
Job Overview
Advice Giving
* Deliver a multi‑channel advice service, including home visits, to clients regarding their energy needs and income maximisation support, ensuring advice meets Citizens Advice quality standards.
* Ensure all case recording and other record‑keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards.
* Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action.
* Use a range of information sources to find relevant information, then interpret and communicate this to clients, enabling them to tackle fuel poverty and financial hardship for the long term.
* Assist clients with other related problems where they are an integral part of the case and refer internally or to other specialist agencies as appropriate.
* Meet the individual performance targets set as part of this project.
Research & Campaigning
* Take an active role in the research and campaigns process by identifying trends and social policy issues and communicating these to the Project Supervisor and Research & Campaigns Co‑ordinator.
* Keep up to date with current research and campaigns priorities, initiatives and plans.
Administration
* Collect and record all relevant information given during interviews on to Casebook to meet the monitoring and evaluation requirements of the project.
* Be self‑administering and undertake general administration tasks such as taking messages, photocopying, collating, filing and processing post.
Professional Development
* Pass the City and Guilds NEA Level Energy Awareness exam within 2 months of starting the role.
* Keep up to date with relevant energy advice issues and maintain an up‑to‑date working knowledge of all new relevant legislation through:
o Attending training opportunities.
o Reading monthly subscriptions, relevant publications and Citizens Advice Updates.
o Preparing for and attending supervision sessions, team meetings, staff meetings and forums, as appropriate.
* Identify and implement your own learning and development needs.
Other Duties and Responsibilities
* If required, work from a variety of Citizens Advice Liverpool outlets across the city as required over the course of the week.
* Promote the aims, policies and membership requirements of the Citizens Advice service.
* Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation's equality and diversity ethos and policies.
* Be a positive ambassador for Citizens Advice Liverpool.
* Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
To read the full job description and to apply, please click here.
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