Who we are and what we do
Citizens Advice Caerphilly Blaenau Gwent (CACBG) is one of the largest Citizens Advice services in Wales and across the Citizens Advice network. We are an established and well regarded local independent charity who provides free, impartial and confidential advice.
CACBG provide a variety of services across Caerphilly and Blaenau Gwent, with a smaller number available further afield. Over the past six years, we’ve developed a successful contact centre in Caerphilly, which now accounts for more than half of our business.
We also undertake Research and Campaign work to influence policy makers and to effect change.
Our main office is in Bargoed. From here we operate a range of service delivery channels including drop-in sessions, appointments, telephone, letter and home visits. when feasible. We also run weekly outreach services across Caerphilly and Blaenau Gwent.
We provide a range of specialist services to help people resolve their debt and welfare benefits problems and provide advice on energy issues. Help to Claim assists people with new Universal Credit claims. Other services target those experiencing mental health issues, or living with learning disabilities.
Our Caerphilly office is a 150 seat contact centre that provides a number of services under contract to national Citizens Advice.
What we give our staff
We offer an attractive remuneration package with excellent benefits:
Generous annual leave package
Hybrid Working (following completion of a successful probationary period)
Ongoing personal training and development
24/7 access to our Employee Assistance Programme, which also offers perks such as high street shopping discounts
Pension scheme
Contractual sick pay
Casual dress code
Eye care voucher
Healthy work/life balance
The role profile
We are looking to recruit a highly motivated individual as an Adviser (trainee roles will be considered) within our generalist projects to include Help to Claim, Energy and Generalist Teams. Ensuring that the work conforms to the Advice Quality Standard (AQS) and Quality of Advice Assessment in Wales.
The successful candidate will provide in-person, telephone and digital advice to clients across all Citizens Advice Caerphilly Blaenau Gwent projects, where appropriate.
The role will at times involve working solely on telephone and digital advice channels.
If you are well organised, good with people, can prioritise your time and workload effectively and have a drive to learn, send us your CV and a cover letter to tell us why you want to become one of our advisers.
Main duties and responsibilities:
Advice and Information
Interview and advise clients by telephone, webchat and at Citizens Advice offices and community venues covering Caerphilly and Blaenau Gwent. This post will be based at Bargoed but some delivery will be out of the office i.e. home visiting and/or community venues.
Delivery may be required out of hours including the possibility of some evening or Saturday work. Some services are provided solely by telephone and webchat between 8:00am and 6:00pm (staff will be rota’d between these hours)
Provide advice on a wide range of issues. There is particular emphasis in advice with welfare benefits, debt, employment, discrimination, housing, energy and financial capability
To work across multiple generalist advice projects across the Local Citizens Advice
Refer internally or to other specialist agencies where appropriate
Ensure that all work conforms to the Citizens Advice Caerphilly Blaenau Gwent Office Manual and relevant quality standards
Maintain detailed and accurate case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensuring all case records are updated in a timely manner
To provide clients with a wide range of assistance as required, including but not limited to:
assisting with form filling
performing benefit calculations
providing information, advice and guidance
negotiating with third parties
act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning
To work with other Citizens Advice Caerphilly Blaenau Gwent staff to ensure the smooth running of the service
Ensure good collaborative working with external organisations and partners
Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the services
Research and Campaigns (R&C) Monitoring
Assist with R&C work by providing information about clients' circumstances, through the completion of Evidence Forms (EFs) and case studies.
Provide statistical information on the number of clients and nature of cases and provide regular reports to line management as required
Alert other staff to local and national issues
Professional Development
Keep up-to-date with legislation, case law, policies and procedures, and undertake appropriate training
Attend appropriate internal and external meetings as required
Read appropriate publications
Prepare for and attend regular supervision sessions
Be prepared to complete the Citizens Advice Generalist certificate in Generalist Advice Work or equivalent and other qualifications where required
External Relationships
Participate in community/service user consultation as part of service development
Maintain appropriate relationships with service users, community and partner representatives, attending liaison and meetings as required
Administration
Maintain local information systems
Use IT for statistical recording, record keeping and document production
Keep up to date with policies and procedures relevant to the post and undertake appropriate training
Ensure that all work conforms to Citizens Advice Caerphilly Blaenau Gwent’s standards and requirements
Maintain a library of reference material and case law
Other Duties and Responsibilities
Undertake any other duties in keeping with the general nature of the post
Promote the aims, principles and values of the service and abide by Citizens Advice Caerphilly Blaenau Gwent’s equal opportunity policies
Undertake travel within the area covered by Citizens Advice Caerphilly Blaenau Gwent as required, in order to be able to fulfil the duties of the post
Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues
Person specification
Skills and Experience
Ability to research, analyse and interpret complex information
An understanding of the challenges faced by those with multiple issues including mental health
Understanding of the issues involved in interviewing clients away from the main Citizens Advice premises and an ability and willingness to do so
Ability to communicate with clients appropriately and effectively, identifying and supporting vulnerable clients
Ability and willingness to take on responsibility
Ability to adapt and work over multiple advice projects across different channels
Ability to plan and prioritise own work and meet deadlines and targets. Effective written and verbal communication skills including negotiation skills
Ability to develop and maintain positive relationships with external organisations, and individuals
Numeracy skills required to perform and check benefit calculations and understand statistics
Ability to give and receive feedback sensitively and objectively, and a willingness to challenge constructively
Ability to monitor and maintain own standards
Ability to identify research and campaign issues and take appropriate action
Understanding of, and commitment to, working as part of a team
Have access to a vehicle or other suitable transport to attend outreach venues and/or home visits
A commitment to self-development
Equal Opportunities
A full understanding of and commitment to the aims, principles and policies of the Citizens Advice service
A caring and non-judgemental attitude
An understanding of the needs of disadvantaged communities
An ability to take positive action and challenge discriminatory behaviour
In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.
How to apply
Submit your CV and a cover letter telling us why you are interested in the role and how you meet the person specification. The closing date for applications is no later than 5pm on Friday, 11th September, 2026.
Interviews to be held on Monday, 21st September.
