<div><h3>Advice Giving</h3><ul><li>Provide advice through telephone and webchat</li><li>Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities</li><li>Support clients to use ICT to make their new Universal Credit claim</li><li>Use Citizens Advice resources to find, interpret and communicate the relevant information to clients</li><li>Complete benefits checks when appropriate</li><li>Research and explore options and implications so that clients can make informed decisions</li><li>Act for the client where necessary using appropriate communication skills and channels</li><li>Refer internally or to other specialist agencies as appropriate</li><li>Ensure that all work meets quality standards and the requirements of the funder</li><li>Ensure that work reflects and supports the Citizens Advice services equality and diversity strategy</li><li>Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation</li><li>Complete the required training to comply with quality assurance processes</li></ul><h3>Research and campaigns</h3><ul><li>Support our research and campaigns work through various channels including case studies, data collection and client consent</li></ul><h3>Professional development</h3><ul><li>Keep up to date with legislation, policies and procedures and undertake appropriate training</li><li>Read relevant publications</li><li>Attend relevant internal and external meetings as agreed with the line manager</li><li>Prepare for and attend supervision sessions, team meetings and staff meetings as appropriate</li></ul><h3>Administration</h3><ul><li>Use telephony and IT equipment for multichannel delivery of advice services</li><li>Use 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</li><li>Ensure that all work conforms to your organisation’s systems and procedures</li></ul><h3>Other Duties and Responsibilities</h3><ul><li>Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service</li><li>Demonstrate commitment to the aims and policies of Citizens Advice</li><li>Abide by health and safety guidelines and share responsibility for own safety and that of colleagues</li><li>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</li></ul></div>