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Job Description

Generalist Adviser YBS

Job Title: Citizens Advice Ipswich Generalist Adviser

Salary Scale: £22,050 on completion of a successful probation period

Hours: Full-time – Monday-Friday 37 hours per week (Part-time considered)

Responsible to: Core Team Manager

Key Work Area:

• To train to provide generalist advice via face-face drop-in sessions at Tower Street, via the telephone, e-mail, or other media streams.
• Provide the most appropriate advice, help, and support to clients, including, arranging specialist appointments where appropriate.
• To deliver Advice and Support in the local Yorkshire Building Society (1 day per week).
• To work within the aims, principles, and policies of the Citizens Advice service.

Key Responsibilities

Administration

• To promote Citizens Advice Ipswich as an independent charity.
• To respond to the needs of clients who attend sessions, either in person, via telephone or email.
• Record applicant details.
• To assess clients’ needs, capability, and complexity of their issues through effective interview skills.
• Research and deliver appropriate advice using Citizens Advice referencing systems.
• Make referrals/appointments to appropriate specialists.
• Follow up on client progress.
• Record outcomes.
• Use IT for statistical recording, record keeping, and document production.
• Ensure that all work conforms to Citizens Advice systems and procedures.

Research and Campaigns

• Contribute to local and national research and campaign work by providing case studies of circumstances where a social policy issue is in evidence.

Professional development

• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.
• Attend relevant internal and external training sessions including being.
• Responsible for own personal development using CA or other learning platforms.
• Assist with service initiatives for the improvement of services.

Other duties and responsibilities

• Work with the Management Team where appropriate.
• Health & Safety: The post holder must take all due care in respect of Health and Safety at work and ensure compliance at all times with the relevant policies and procedures.
• Equal Opportunities: To carry out the responsibilities of the post, taking due regard to Citizens Advice Dignity at Work and any other associated policies and procedures.
• Risk Management: To be aware of risk management and to notify Line Manager of any new, emerging, or potential risks.
• Data Quality: To ensure that all necessary data is provided in a timely manner and is fit for purpose and meets Information Assurances Standards.
• DBS: This post is subject to a Data Barring Service check.
• Other: 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 principles of the Citizens Advice Service.

Person Specification

Essential Criteria

Qualifications

• Numerate to an intermediate level.
• Excellent verbal and written skills.
• IT literate to an intermediate level.

Skills/Competencies

• Effective oral communication skills with particular emphasis on negotiating and representing.
• Effective writing skills with particular emphasis on negotiating, representing, and preparing reviews, reports, and correspondence.
• Can effectively use the organisational IT systems, client referencing system, and Microsoft packages to record and report.
• Understand the issues involved in interviewing clients including potential barriers to the client accessing their rights.
• Demonstrate understanding of social trends and their implications for clients and service provision.
• Understanding of and commitment to the aims and principles of the CA service and its equality and diversity policies.
• Understanding of Universal Credit and welfare benefits or a willingness to undergo training in this area.

Experience Required

• Knowledge and experience in delivering advice.
• Experience working in a customer-facing role.

Personal Attributes

• Ordered approach to casework and an ability and willingness to follow and develop agreed procedures.
• Ability to analyze and interpret complex information.
• Ability to prioritise own work, meet deadlines, and manage own caseload
• Ability to use IT in the provision of advice and the preparation of reports and submissions.

Personal Qualities

• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability and willingness to work as part of a team.
• Ability to monitor and maintain own standards.

Desirable Criteria

Qualifications

• Has completed generalist adviser training to the level required by Citizens Advice.

Skills/Competencies

• Effective interview skills to fully understand the complexity of client issues, their capacity to act, and their needs to resolve their own problems.

Knowledge

• General knowledge of services and provisions available within Ipswich and its Districts.
• Understanding the issues affecting society including social trends and their implications.

Experience

• Experience working with volunteers.

To apply to join our dynamic team, please send your CV and a Personal Statement to [email protected].

For an informal discussion about the role, please contact Lisa Baxter – Core Team Manager. Email: [email protected]

Job Types: Full-time, Part-time, Permanent
Part-time hours: 37 per week

Salary: Up to £22,050.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Employee discount
• Flexitime
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Flexitime
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Ipswich: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Work Location: In person

Reference ID: adviser, client support, coordinator, client service, administrator, client coordinator