Job Description
Warm Homes Network is a nationally delivered service provided through a partnership of Citizens Advice offices. The project aims to offer accessible telephone-based advice and support, with a particular focus on benefits and housing issues. Clients access the service through a range of referral and access channels, enabling advisers to provide timely, high-quality guidance and support to meet their individual needs.
The role involves providing comprehensive benefits advice, with a strong focus on income maximisation. Responsibilities include carrying out benefit entitlement checks, completing benefit applications, and assisting clients with mandatory reconsiderations and appeals. In addition, the service offers advice across a broad range of issues, requiring advisers to provide guidance, practical assistance, and support at a general advice level while ensuring high standards of client care and service delivery.
The post holder will need to be self-motivated, organised and flexible, in delivery of advice. Successful applicant will need to be digitally aware and be able to record all client contact and outcomes as well as make referrals electronically.
Advice Giving
Deliver advice and information to clients, ensuring advice provided meets the requirements of Citizens Advice quality standards
Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards
Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action
Use a range of information sources to find relevant information then interpret and communicate this to clients.
Refer internally or to other specialist agencies as appropriate
Act for the client where necessary by calculating, negotiation, drafting or writing letters/emails and telephoning
Research & Campaigning
Administration
Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis.
Ensure that all work conforms to the service's systems and procedures.
Undertake admin duties as required or requested.
Professional development
Keep up to date with online systems, available training materials and other resources relevant to the areas of support
Complete the required training to comply with quality assurance processes
Attend relevant internal and external meetings as agreed with the line manager
Prepare for and attend supervision sessions/team meetings and staff meetings as appropriate
Identify and implement own learning and development needs
Other duties and responsibilities
If required, work from a variety of Citizens Advice Liverpool outlets across the city as required over the course of the week between the hours of 9am-5pm
Promote the aims, policies, and membership requirements of the Citizens Advice service
Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies
Be a positive ambassador for Citizens Advice Liverpool
Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
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