Please note that AI generated responses will not be permitted and we reserve the right to close the post early if sufficient applications are received.

MAIN PURPOSE  

The adviser role will provide advice to clients in a variety of ways. This will include referrals from partner organisations, both incoming and outbound telephone calls and attendance at outreach settings. In addition web-chat, email, face to face video conferencing, and in future other digital channels such as social media. 

The Adviser’s role is to explore the client’s issue and then provide information and advice relating to the client’s options.

• Identify and assist those clients who can self help or need assisted information. If the client needs full advice to either provide this immediately or arrange a further appointment.

• Advisers will research all options available to the client and explain their rights. Advisers will identify entitlement to benefits and complete basic form filling  as well as providing budgeting advice and negotiating with third parties as needed.

• Advisers are required to ensure electronic client information and records are accurate and reflect the advice given. They must also comply with the Quality Advice process.  

• The Adviser will pass clients onto Caseworkers if they require help with complex issues. Similarly, if they are vulnerable or they are adults with mental health problems whose issues cannot be dealt with by the Adviser.

• Use the electronic information system and relevant reference books to find and interpret relevant information.

• Advisers will work in community settings as required in order to deliver advice as part of bespoke projects

• Ensure that all advice conforms to the organisation standards and the AQS.

• Attend relevant internal and external meetings as needed. 

• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

• Ensure GDPR compliant training is completed on an annual basis.

• Ensure all work conforms to Citizens Advice Wirral’s systems and procedures.

• Adhere to the aims and policies of Citizens Advice.

• Abide by health and safety guidelines and take steps to ensure your own safety and that of colleagues.

• Recognise the importance of safeguarding procedures within the organisation. Ensure that any concerns, disclosures or allegations of abuse are immediately reported, following the correct procedure.

• To attend occasional out of hours events in conjunction with the work of Citizens Advice Wirral and participate in fund-raising activities.

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. 

ADVISER ROLE: Person Specification

Essential Criteria 

Skills, Knowledge and Experience.

1. Excellent communication skills, with the ability to question, interview and assess clients. Able to get to the root of the issues whilst maintaining control of the conversation.

2. Demonstrable experience of using a range of IT systems and packages confidently and competently.

3. Ability to research and interpret complex information and produce and present clear advice verbally and in writing. 

4. Level 2 qualifications (GCSE or equivalent) in maths and English. The ability to interpret statistics, calculate benefits and complete financial statements as well as write up accurate case notes, letters and reports. 

5. A knowledge of at least one of the main enquiry areas of debt, welfare benefits, housing and employment. A willingness to develop knowledge of these areas within the first 2 months of employment.

6. Excellent organisational skills with the ability to manage own workload and plan time efficiently to ensure deadlines are met.

7. Ability and willingness to work as part of a team and have a flexible approach as and where required by client needs. Flexibility to work out of hours if required.

8. A commitment to both the aims and principles of the Citizens Advice service and also to equality, diversity and inclusion.

Desirable 

9. Demonstrate an awareness of issues facing vulnerable clients, many with mild-moderate mental health problems.

Citizens Advice Wirral is part of the Disability Confident scheme. We're taking positive action by providing interviews to candidates who have a registered disability - provided they meet the minimum skills for the role. We also commit to offering a guaranteed interview to clients from black, Asian or minority ethnic groups who meet the minimum skills for the role. We'll ask you whether you are eligible for either of these when you apply, so if you'd like to be considered for one or both of these schemes, all you need to do is let us know in your application.