The Citizens Advice network is contracted to deliver a comprehensive, enhanced support service encompassing the Money Talks Team (MTT) and Help to Claim projects. This is delivered through the channels of telephone, web chat and face-to-face interaction with clients.
About the job
We are looking for a client-focused individual with experience of providing welfare benefits advice and income maximisation benefit checks, to join us as a Multi Channel Adviser covering Money Talks Team and Help to Claim projects. In this role you will use telephony and webchat as well as seeing clients face-to-face to ensure they get the advice, information and support needed.
To succeed, you will need relevant experience and knowledge of the wider welfare benefit system including Universal Credit, demonstrating strong oral and written communication skills. You will be experienced on using benefit entitlement calculators and in explaining the results of the benefit check. We are also looking for a proven ability to work effectively and well organised. Proficiency using a range of IT tools to carry out your work, including case management systems, online claims’ services and Microsoft Office applications is essential. Committed, results-driven and supportive to the needs of others, you work well within a team and are willing to follow and develop agreed procedures.
Hours: 35 Hours per week. The requirement to be available from 8am and up to 6pm is essential and will be allocated on a rota basis.
Type of contract: Fixed-term contract until October 2020 (it is hoped that both projects will receive continued funding beyond this date)
We are looking for a highly motivated and ambitious individual with a passion for our organisation its aims and ethos together with the drive to see and achieve new revenue streams.
As part of the Senior Leadership Team the Business Development Manager working under the direction of the General Manager will be responsible for diversifying the business and developing a pipeline of exciting new and innovative opportunities which will support the changing needs of residents, building on our strong successful track record locally.
In addition the post holder will oversee all Administrative functions in the Bureau.
This role primarily involves working with the General Manager in:
The successful candidate will have:
1 x 35 Hour Post per week to be worked over 5 days per week OR 2 x 17.5 hour posts may be considered.
The Post will require the successful applicant/s to give presentations and talks to local community groups as well as carry out benefit checks and provide advice and information on income maximisation.
Applicants must have a good working knowledge of benefits and money advice as well as a good understanding/knowledge of fuel poverty and preventative measures/remedies and the ability to provide holistic advice.
All applicants must be able to manage their time effectively.
Knowledge of Money Advice work, Housing Advice, Employment Advice and Welfare Benefits Advice is essential, as well as good communication, casework and I.T. skills.
Key work areas and tasks:
·Work as part of the triage team to allocate clients to volunteer Advisers as appropriate.
·Assist, support and oversee the General Advisers in: -
Their use of the Citizens Advice Information System to find, interpret and communicate the relevant information to their clients.
Researching and exploring options and implications so that clients can make informed decisions.
Acting for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
Negotiating with third parties such as statutory and non-statutory bodies as appropriate.
Referring internally or to other specialist agencies as appropriate.
Ensuring that all work conforms to the bureau's Office Manual and Quality Standards at the appropriate level.
Maintaining detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
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Other duties and responsibilities