Welfare Benefits Adviser – Citizens Advice Bury & Bolton

A key provider of free, independent, high-quality, impartial advice on welfare benefits, helping thousands each year. We’re experiencing record demand as escalating costs-of-living push more people into debt and debt-related crises.

About the Role

As part of our Welfare Benefits team, you’ll deliver expert advice to clients, helping them navigate complex benefits systems, maximise entitlements, and access emergency support. The role is dynamic and client-focused, working across face-to-face, phone, and digital channels.

Operating within a trauma-informed approach, you’ll provide professional, solution-oriented, and compassionate support to some of the most vulnerable people in our communities.

Key Responsibilities

• Deliver high-quality advice:
  • Conduct sensitive, accurate benefit checks and eligibility assessments using up-to-date guidance.
  • Use effective questioning and listening skills to identify client needs and priorities.
• Tackle urgent crises:
  • De-escalate emergencies, including food bank referrals, rental arrears, and debt relief options.
  • Determine eligibility for one-off grants or charitable support.
• Advocate for clients:
  • Identify vulnerable individuals requiring safeguarding or additional support.
  • Work collaboratively with colleagues and external partners (e.g., housing groups, debt charities) to provide holistic help.
• **Maintain (strict quality standards:
  • Ensure all advice aligns with funders’ requirements and national guidance.
  • Robust case recording, including progress notes, referrals, and outcomes, using Casebook (our digital case management system).
• Stay compliant and skilled:
  • Continuously update knowledge on welfare rights law, policy changes, and digital tools.
  • Attend regular professional training and supervision.