Charity registered in Scotland SC003951
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)
The post holder will deliver a variety of training and learning opportunities as well as engagement sessions to support Citizens Advice Bureau and other stakeholders identify and assist those experiencing or at risk of gambling related harm. The person appointed will further be required to help develop the service; will provide 2nd tier support as well as advice and information to individuals in respect of the service aims.
The post holder will join the Senior Leadership Team at IBS CAB working under the direction of the General Manager and Deputy Manager and will have full responsibility for the quality of advice and effective operational delivery of money advice and housing services within the Bureau.
In addition the post holder will oversee all training and development for staff and volunteers in regards to these respective areas, will be required to undertake on occasional Duty Manager duties and will be responsible for constructively engaging with key stakeholders, keeping up to date with and advising on relevant legislative or guidance requirements and changes and identifying and progressing where required any relevant social policy issues.
The above job description is not exhaustive and is clarified and intended to include broad duties inherent of the post.
Knowledge, skills and experience