* 2 posts available. 35 Hours per week. Flexible working policy. Part Time hours considered (salary pro-rata). Fixed Term until 31 March 2027
Role
The funding for this service comes from the Scottish Government and is intended to support people in Edinburgh to meet their council tax liabilities, including management of any council tax debts. Council Tax is the single biggest debt and money advice worry for which people seek our advice, and this funding is intended to increase our capacity to meet that demand and enable us to work closely with the local authority to provide proactive, early intervention advice and support to maximise people's income and prevent them from getting into financial difficulties.
Working as an Income Maximisation and Money Adviser, you will help ensure people are receiving all of the income they are entitled to, help them to reduce expenditure through improved tariffs and energy efficiency, and support them to negotiate affordable debt repayments and meet their ongoing council tax liabilities. Referrals will be made directly from the councils transactions team and other partner agencies, and through your proactive engagement with clients, including those who present to Citizens Advice Edinburgh’s services, including outreach locations and promotional events.
As an Income Maximisation and Money Adviser, you will maintain an up-to-date specialist knowledge of welfare rights, debt, and employment advice, and have experience of dealing with complex welfare rights and debt cases, including a knowledge and understanding of the Tribunal and Appeals Process.
You will also provide holistic advice and support clients with debt management and income maximisation, including basic budgeting and negotiating with others to resolve debt and maximise their income. You will provide advice on any other issue the client may present with, providing a single point of contact, and will maintain knowledge, skills, and expertise to provide type II advice in all areas accredited by Scottish National Standards for Information and Advice Providers and OISC Level 1 in Immigration advice – the qualifications of a Citizens Advice General Adviser.
This service is expected to grow and develop to meet the needs of the community. You will work closely with the other partners and the Advice Services Manager to review and monitor demand and impact, bringing new ideas and a solution-focused attitude to the service’s continuous improvement. The role will include engaging staff, volunteers, partner organisations, elected members, and the public in practical training and advice workshops.
Application notes
Interview location: Online using Teams.
Citizens Advice Edinburgh exists to serve its community and meet their need for information and advice, in the most accessible format. Volunteers are at the heart of that service, advocating a model of community social responsibility and resilience.
A key part of this role is to support the delivery of advice in a way that grows and adapts to the needs of the community and changes in line with policy and legislation, where volunteers from across the community are supported to gain the knowledge, skills, and expertise to help others in need.
You will be responsible for ensuring that all of our advice resources are allocated effectively across the city to respond to client need. You will also work as part of the wider management team to facilitate and improve the delivery of advice services to clients.
You will be responsible for the proactive community recruitment and facilitation of initial training across all roles.
You will be responsible for the support, supervision, and development of at least 30 regular Reception Triage and Administration volunteers.
You will work as part of the management team to proactively ensure that we maintain the knowledge, skills, expertise, and resources necessary to meet client demand for advice to the standards required.
As part of the management team, you will help develop and deliver against the organisation’s strategy, with a view to maintaining the highest standard of compliance and, where required, increasing the capacity and/or efficiency of our services to meet current and future demand.
This service is delivered in partnership with NatWest/RBS customer services team and Citizens Advice Bureaux in Southend on Sea and Liverpool.
This service has been in operation for over 10 years. CAE has been a delivery partner since 2021. The service is delivered in partnership with colleagues in Citizens Advice Bureau in Southend on Sea and Liverpool. Advisers across the service meet regularly by Teams to share practice and learning.
The service outcomes and funder relationship are overseen by Citizens Advice England and Wales, in partnership with Citizens Advice Scotland and Citizens Advice Edinburgh.
Referrals are made by NatWest/RBS customer service staff, on behalf of their customers. Referrals can be for a variety of reasons but are primarily related to Income Maximisation, debt, financial health, relationship breakdown, and financial guardianship.
Advisers deal with 4-5 referrals per working day. Advice is normally provided by phone but can also be provided online by email or Teams, depending on the needs of the customer. This is not a case management role. The advice needed is normally dealt with in a single contact or no more than 2-3 contacts, with any more complex case work being referred to the customer’s local bureau or another appropriate agency.
The service receives excellent customer feedback and has been shortlisted for national service awards.
The option of home working provides excellent flexibility.
* Hybrid: Edinburgh or Glasgow office, minimum 1 day at the office
* Closing date: 27th May 2025
The Citizens Advice network in Scotland is the largest independent advice service in the country. Citizens Advice Scotland is a charity within this network – we act as a national organisation supporting and representing the service as a whole and the interests of citizens. At the heart of the network are 59 individual citizens advice bureaux across Scotland, all operating as independent charities in their own right, which focus on providing support and advice directly to clients. Each of these organisations is a member of Citizens Advice Scotland. We believe that every citizen should have access to free, impartial, and confidential advice that helps them make informed decisions, whenever they need it and however they choose to access it.
Citizens Advice Scotland provides a business development function and a series of national specialist advice services known as projects, which require centralised project coordination and support. As the organisation continues to expand in response to the cost of living and energy crisis, and to meet unprecedented demand for our advice services, we are seeking new team members to join us. You will work alongside the rest of the allocated team, ensuring successful development, delivery, and continuous improvement.
The roles will support a number of projects, so a dynamic and flexible individual who can multitask is required. The national projects are delivered by the Citizens Advice bureau network, with the Project Officer providing vital support to enable the advice and support people need.
You will also support a number of internal functions and services, and you must have the ability to communicate clearly and proactively gather information from a wide stakeholder and participation base, ensuring deadlines are met.
The roles offer the opportunity to be part of an influential organisation that campaigns for a fairer Scotland to make a real difference in consumers’ lives. This is a great opportunity to play a critical role in helping to make society fairer and in supporting our network of Citizens Advice Bureaux across Scotland.
Employee benefits
Citizens Advice Scotland offers excellent terms and conditions. We want our people to have a great work-life balance, and we have designed our working practices and benefits to support this. Here are some of the benefits our employees enjoy: a 35-hour full-time working week, 40 days annual leave, genuine flexibility in working hours with a flexi-time system, and blended/hybrid working opportunities for every role.
Citizens Advice Scotland is committed to promoting diversity and inclusion. We offer a range of family-friendly, inclusive employment policies and flexible working arrangements to support all our staff. We are also committed to equality of opportunity for all, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
CAS provides options for blended working to allow employees to balance their time attending the office with time working from home. The number of days you will be able to work from home each week will depend on your job role and can be discussed as part of the recruitment process.
Citizens Advice Edinburgh is looking to recruit an Advice Services Manager, who has particular knowledge and expertise in Welfare Rights and Employment but also a good working knowledge of all other advice subjects, particularly debt, housing, immigration, and energy.
You will be joining a team of 3 other Advice Service Managers, each of whom has particular expertise in each of the other advice areas outlined above.
Citizens Advice Edinburgh is one of the city's leading advice providers, and as part of the Citizens Advice Network, you will be joining the country's largest and most respected advice providers.
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