Citizens Advice Liverpool – Telephone Adviser – Help through Hardship

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Contract: Permanent.
Term: Part time.
Salary: £13,010.
Hours per week: 18 hours.
Reporting to: Service Delivery Manager.
Location: Various locations around Liverpool.

Employer Bio

Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. They depend on a workforce of paid staff and over 70 trained volunteers. They give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. They are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023.

Job Details

Advice Giving

• Deliver advice and information via telephone to vulnerable people who require emergency food provision, 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 to allow clients to explain their problem(s) and identify the next course of action.
• Explore reasons for financial hardship and look at ways to maximize the client’s income
• Use a range of information sources to find relevant advice then interpret and communicate this to clients.
• Look for local support and add details to the National Help and Support spreadsheet.
• Liaise with foodbank staff and volunteers to ensure clients obtain emergency food where possible.
• Carry out benefits check and conduct grant searches.
• Refer internally or to other specialist agencies as appropriate.

Research & Campaigning

• Support their research and campaigns work by highlighting issues to clients, collecting case studies, data collection and client consent

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.
• Attend relevant internal and external meetings as agreed with the line manager.
• Prepare for and attend supervision sessions/team meetings/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 9 AM – 5 PM.
• 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 organization’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 telephone advice service.

Hybrid working policy

• During the probationary period successful applicants would be expected to work in office whilst completing their training under the 6 month probation period.
• Once training has been completed and quality standards of work has been met the hybrid working policy would allow 3 of 5 working days (Pro Rata) to be worked remotely. The remote / in office days are subject to business need.

As well as a competitive salary CAL also provides access to:

• Generous annual leave of 27 days plus bank holidays (with an additional day per year after 4 years’ service up to a maximum of 32 days plus bank holidays)
• Hybrid Working Scheme
• Interest-free travel loans
• Employee Assistance Programme
• Pension Scheme
• Cycle to Work Scheme
• Lifestyles Gym Membership (20% corporate discount)
• Enhanced maternity, paternity, and adoption leave pay
• Free VDU eye care test
• Professional and advice sector recognised training.

To read the full job description and to apply, please click here.

Deadline: 16 April 2024.

Interviews: 25 April 2024.

Contact Details: recruitment@caliverpool.org.uk.