Citizens Advice South Worcestershire

Food Bank Adviser – Malvern Hills District Food Bank Network

Role purpose:

To provide generalist advice and casework support to service users of Malvern Hills Food Bank Network with the aim of addressing underlying poverty issues and avoiding long term over-reliance on the food bank.

Responsible to:

Head of Advice Services

Hours of work:

Up to 30 hours per week to be worked flexibly as agreed with the Head of Services with attendance at various food bank locations.

Place of work:

Malvern Hills District Food Bank and Malvern Citizens Advice offices.

Contract type:

Permanent subject to available resources.

Salary:

£25,628 - £27,213 pro rata.

Closing date:

Friday 2nd October 2026, 5pm.

Interviews:

Provisionally 13th and 15th October 2026.

Main duties and responsibilities:

• Provide a generalist advice service to users of the Malvern Hills Foodbank network at a number of locations with some casework as required.
• Interview clients using sensitive listening and empathetic questioning skills to allow clients to explain their problems and empower them to set their own goals and priorities.
• Using the Citizens Advice Advisernet resource, find, look up, interpret and communicate information to assist service users.
• Research and explore options and implications so clients can make informed decisions.
• Identify and make referrals where clients require specialist casework services.
• Adhere to all safeguarding and confidentiality processes/protocols as required by the Food Bank and Citizens Advice.
• Act for clients as required by calculating, negotiating, drafting or writing letters and/or making phone calls. Negotiate with third parties including statutory agencies (either local or national) as appropriate.
• Ensure all work conforms to the ethos of the project, meeting Citizens Advice quality standards as well as ensuring it is compatible with the policies and practices of the Trussell Trust.
• Maintain detailed case records using Casebook for the purpose of casework continuity, information retrieval, and statistical monitoring and report preparation.
• Monitor and follow processes to ensure where possible work undertaken meet project targets/outputs.
• Record all relevant information as required by Citizens Advice and the Trussell Trust in order to monitor outputs and collate anonymous case studies where required. Produce reports for Citizens Advice/Malvern Hills Food Bank and the Trussell Trust in order to determine impact of project and adjust service delivery where required.
• Attend progress meetings with the Food Bank manager to keep communications open and update on issues arising as required. Proactively work with all partners to ensure barriers to service delivery are minimized.
• Participate in Citizens Advice staff and team meetings as required.
• Supply data to Malvern Hills Food Bank on a periodic basis to meet their project reporting requirements in accordance with GDPR.
• Supply anonymised case studies to promote project and support reporting requirements.
• Keep accurate timesheets where required.
• Attend internal/external meetings, publicity events as appropriate.