General Advisor

6 months ago

Doncaster, United Kingdom Citizens Advice Doncaster Borough Full time

We are looking for a General Adviser to provide a high-quality advice service at our offices and Community outreach locations across the City of Doncaster

The role will require you to provide high quality customer service to clients, working to achieve the best outcomes for clients whilst demonstrating commitment to the aims and principles of the Citizens Advice Service.

You will thrive under pressure and demonstrate a pro active and flexible approach in order to achieve team and individual targets and will go the extra mile to get the job done.

The role will require work in various locations across the City Of Doncaster
- **Role profile**

Responsible to Operations Manager

**Role purpose**
- To provide Financial Capability and Income Maximisation advice to clients.
- To share responsibility for compliance with the Projects targets and requirements.
- Ensure high quality standards are met and that data is captured and recorded accurately.
- To work effectively with other partners to deliver a seamless service to clients
- Undertake service delivery at Outreach venues across the city as required.
- To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough.

**Advice**
- Empower clients to act on advice and information provided
- Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
- Liaise with third parties as appropriate.
- Ensure income maximisation through the take up of appropriate benefits.
- Provide advice and assistance to other staff across the whole range of advice issues.
- Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
- Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Ensure that all work conforms to the organisation's systems and procedures.

**Research and campaigns**
- Assist with research and campaigns work by providing information about clients' circumstances.
- Provide statistical information on the number of clients and nature of cases and provide regular reports to management.
- Monitor service provision to ensure that it reaches the widest possible client group.
- Alert other staff to local and national issues.

**Professional development**
- Keep up to date with legislation and undertake appropriate training.
- Read relevant publications and correspondence from both internal and external sources to ensure up to date knowledge of the issues clients are facing.
- Attend relevant internal and external meetings as agreed with the Line Manager.
- Assist with Service initiatives for the improvement of services.

**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 the Citizens Advice service.
- Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.

**Person specification**
- Experience of providing Advice.
- Effective oral communication skills with particular emphasis on negotiating and representing.
- Excellent IT skills with the ability to maintain databases and spreadsheets
- Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
- Understand the challenges involved in interviewing clients, identifying issues and prioritising needs.
- Ability to prioritise own work, meet deadlines and manage caseload.
- Ability to use IT in the provision of advice and the preparation of reports and submissions.
- Willingness to work as part of a team.
- Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.

**Desirable Criteria**
- Experience of providing General advice or have transferable skills
- Experience of working to targets
- Understanding of welfare rights and benefits
- Have access to a vehicle and be willing to travel

**Terms and conditions**

Full time salary starts at £23,127.00 per annum - 37 Hours per week

A full-time post holder will be entitled to 37 days annual leave which are inclusive of the normal bank holidays and 4 associated days. Holiday entitlement is pro-rata for part-time employees. The leave year runs from 1 April to 31 March.

The post is reliant on continued funding and, in the unlikely event that funding is reduced or withdrawn, hours may be reduced or withdrawn accordingly following appropriate notice.

**What we give our staff**

You will receive training and support appropriate to your role as an employee at Citizens Advice Doncaster Borough.

You will have the opportunity for professional development and will be an integral part of our friendly and committed team - with all the peer support and confidence that brings.

Y

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