Job Purpose
To provide high-quality, holistic advice and information across a range of topics including welfare benefits, Universal Credit, debt and income maximisation, and generalist advice in areas such as housing and employment. Advice will be delivered through a mix of channels, including face-to-face, email, web chat, and primarily via telephone. The role supports clients living in Merthyr Tydfil and across the country, and requires a strong commitment to delivering client-centred, accurate, and effective advice in line with Citizens Advice quality standards.
Essential Criteria
- A strong commitment to the aims, principles and policies of the Citizens Advice service.
- Demonstrable understanding of and commitment to equality, diversity, and inclusive service delivery.
- Proven ability to interview clients using sensitive listening and questioning skills while maintaining meeting structure and control.
- Understanding of current social issues (e.g. cost of living crisis, benefit reform, employment insecurity) and their impact on clients.
- Ability to research, analyse, and interpret complex information and communicate it clearly both verbally and in writing.
- Ability to understand and accurately check financial calculations (e.g. benefits entitlements, budgeting, over-payments).
- Ability to prioritise workload, manage time effectively and work under pressure to meet deadlines.
- Competent in using IT for case recording, document production, communication, and online information research.
Desirable Criteria
- Previous experience providing advice in a Citizens Advice or similar environment.
- Knowledge of the benefits system, debt advice processes, or housing legislation.
- Ability to speak Welsh.
Pay: £26,078.00 per year
Benefits:
- Casual dress
- Company pension
Work Location: Hybrid remote in Merthyr Tydfil CF47
