Generalist Adviser

**Purpose of the Job**

The principal focus of the post is to:
1. Work as part of a wider team to provide an effective and efficient advice support service across Wales, which includes the provision of advice, information and digital support via face-to-face, telephone and digital channels from various locations in Cardiff and the Vale of Glamorgan.

**Main Duties & responsibilities**

**Service Delivery**
- To deliver excellent customer service.
- Contact third parties on behalf of clients where necessary including making telephone calls and drafting letters.
- Negotiate with third parties as appropriate.
- Ensure income maximisation through the take up of appropriate benefits.
- Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.
- Assist clients with other advice needs where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
- Make home/outreach visits as appropriate, require and necessary.
- Ensure that all advice and casework conforms to the Office Manual and the Advice Quality Standard.
- Maintain case records for the purpose of continuity of casework, information retrieval, and statistical monitoring and report preparation.
- Ensure that all work conforms to the organisation’s systems and procedures.
- All other tasks as required by team leader to ensure service delivery.

**Referral and Signposting Management**

Where additional advice needs are identified follow our documented procedures to refer or signpost those customers to an:

- Agreed external partner
- Local citizens advice

**Performance and Quality Standards**
- To adhere to the documented Citizens Advice service quality standards

**Personal Development and Training**
- To attend regular support and supervision meetings and annual appraisal as required
- Self-identify own development needs and attend training opportunities
- To attend staff meetings as required
- Keep up to date with legislation, case law, policies and procedures relating to all enquiry areas and undertake appropriate training.
- Read relevant publications and subscribe to appropriate newsletters produced by Citizens Advice.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend internal and external meetings as required.
- Assist with service initiatives for the improvement of services.

**Research and Campaign Work**
- To identify trends and research and campaign issues and communicate these to the team leader
- Keeping up to date with current research and campaigns priorities, initiatives and plans
- Assist with research & campaigning work by collating information about clients' circumstances and enquiries.
- Provide statistical information and regular reports to the management team as required.
- Monitor service provision to ensure that it reaches the widest possible client group.
- Alert other staff to local and national issues.

**Policies and Procedures**
- Health & safety

To abide by the health and safety guideline and share responsibility for own safety and that of colleagues

To notify immediately the line manager of all issues that may detrimentally affect the health and safety of staff, volunteers customers and visitors
- Equalities/Diversity

The post holder must have due regard in the planning and executive of their duties at all times to the Citizens Advice Equal Opportunities Policy (“Stand Up for Equality”)
- At all times, promote the aims, principles policies, interests and well-being of the organisation and protect its integrity and reputation, and ensure that the Service complies with Citizens Advice policies
- Information Technology

Adhere to good practice with regard to acceptable ICT use

**Other Duties**
- A job description does not constitute a “term and condition of employment”. It is provided only as a guide to assist the employee in the performance of their job and is not included to be an inflexible list of tasks.
- 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 the organisation.
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
- Citizens Advice Cardiff and Vale is a fast-moving organisation and therefore employees’ duties may be varied from time to time. The post holder accepts that they may be asked to undertake any other work or duties as may reasonably be required within the scope of and commensurate to the nature of the post as and when required.

**Job Types**: Full-time, Permanent

**Salary**: From £24,131.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Store discount

Schedule:

- 8 hour shift
- Monday to Friday

Application question(s):

- Why are you interested in the role?
- What will you bring to the role and org