About the Role
Advice Giving
Provide advice through telephone and webchat
Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities
Supporting clients to use ICT to make their new Universal Credit claim
Use Citizens Advice resources to find, interpret and communicate the relevant information to clients
Complete benefits checks when appropriate
Research and explore options and implications so that clients can make informed decisions.
Act for the client where necessary using appropriate communication skills and channels.
Refer internally or to other specialist agencies as appropriate.
Ensure that all work meets quality standards and the requirements of the funder
Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
Complete the required training to comply with quality assurance processes
Research and campaigns
Support our research and campaigns work through various channels including case studies, data collection and client consent
Professional development
Keep up to date with legislation, policies and procedures and undertake appropriate training
Read relevant publications
Attend relevant internal and external meetings as agreed with the line manager
Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
Administration
Use of telephony and IT equipment for multichannel delivery of advice services
Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis
Ensure that all work conforms to your organisation s systems and procedures
Other duties and responsibilities
Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
Demonstrate commitment to the aims and policies of Citizens Advice
Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
Work from a variety of Citizens Advice Liverpool outlets and outreach locations across the city as required over the course of the week between the hours of 8am-6pm.
Requirements
1. Recent knowledge and experience of the benefits systems, including experience of carrying out accurate benefit check calculations in a professional setting
2. Basic knowledge of multiple enquiry areas to aid with identifying emergencies and making referrals where appropriate
3. Experience of providing advice through telephone and web chat
4. Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them
5. Ability to interpret complex information and convey it in a way that is understandable to clients.
6. Good ICT knowledge with an ability to support clients with their online claim application
7. Ability to develop and maintain positive working relationships with a range of partnership organisations to reach Universal Credit claimants.
8. Assist with research and campaigns works by providing information about clients circumstances
9. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
10. Ability to meet targets and excel against objectives.
11. Ability and willingness to work both on own initiative and as part of a team.
About us
Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. We depend on a workforce of paid staff and over 120 trained volunteers. We give people the knowledge and the confidence they need to find their way forward whoever they are, and whatever their problem. We are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023.
CAL have achieved accreditation with the Workplace Wellbeing Charter, showing we are committed to improving the health and wellbeing of our workforce. We've also gained an award for outstanding contribution by an employer to workplace health and wellbeing 2022 by Merseycare NHS Foundation Trust.
We've gained awards from Citizens Advice National recognising our Advising Margainalised Communities Team for championing equity, diversity and inclusion in both 2021 and 2021. We were also named volunteer team of the year in 2022.