Citizens Advice SORT Group
Frontline Adviser (Foodbanks & Adviceline)
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Frontline Adviser (Foodbanks & Adviceline)
In the role as a Frontline Adviser you will be working on the food bank project based in Oldham, with minimal supervision.
You’ll have experience of interviewing clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings. You will ideally have a demonstrable understanding and knowledge of Social Welfare Law advice in one of the following areas of law; Welfare Benefit, Money, Energy, Housing, Immigration.
When not on the foodbank project you will be providing support via our adviceline service and other digital channels.
This is a great opportunity for someone looking to make a difference to people's lives, supporting some of the most vulnerable people in society - helping them find a way forward.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.
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Please read the job pack prior to applying: https://docs.google.com/presentation/d/1147wizbW-Vl6BcfM146VjXhoLfIOSeATurgxjPgQ-6Y/edit?usp=sharing
Essential criteria
- Demonstrable understanding and knowledge of Social Welfare Law advice in one of the following areas of law; Welfare Benefit, Money, Energy, Housing, Immigration
- Experience of interviewing clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
- Demonstrate both telephone and in person skills.
- Experience in delivering outstanding customer service to clients and of writing and maintaining case records that confirm to a quality standard.
- Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
- Commitment and a desire to work in a culture that enables collaboration, where a supportive environment for colleagues is provided and where open and honest communication is championed. You live and breathe our organisational values.
Responsibilities
- Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
- Research relevant information from credible sources to provide outstanding quality advice, referencing all sources.
- Act for the client where necessary by calculating, negotiating, drafting or writing letters / forms and telephoning other agencies.
- Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
- Ensure all work reflects the outstanding quality standards expected and is in line with the various quality standards and marks held by the charity.
- Maintain detailed case records in line with quality and organisational policies, procedures and practises.
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Benefits
- Flexible working opportunities
- 30 days annual leave + bank holidays, pro rata (plus additional days for length of service)
- 3% employer contribution
- Employee assistance scheme
- Salary sacrifice scheme
- Perks and savings scheme
- Mental health and wider wellbeing initiatives
- Learning, development and growth opportunities
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