Citizens Advice Doncaster Borough

Join our team at Citizens Advice Doncaster as a General Adviser! You'll play a vital role in empowering local residents by providing high-quality advice and support across our offices and community outreach locations. This role demands excellent customer service and a dedication to achieving the best possible outcomes for our clients, always upholding the core values of Citizens Advice. You'll thrive in a dynamic environment, demonstrating a proactive and flexible approach to meet client needs and exceed project and funder expectations. The role requires travel within the City of Doncaster. Role purpose To provide a high-quality advice and support to clients accessing the service via face to face, telephone, email and web chat Deliver Financial Capability and Income Maximisation advice to clients Support Clients to understand the benefits systems and application processes To share responsibility for compliance with Projects, targets and requirements. Ensure high quality standards are met and that data is captured and recorded accurately. To work effectively with other partners and stakeholders to deliver a seamless service to clients Undertake service delivery at Outreach venues across the city as required. To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough. Advice Provide General Advice and assisted information to clients at our offices and outreach locations via face to face, email and web chat Conduct initial assessments to understand clients' needs and identify the key issues. Provide accurate, impartial, and confidential advice on a range of topics, including benefits, debt, housing, employment, and consumer issues. Explain complex information clearly and concisely, ensuring clients understand their options. Assist clients in exploring different solutions and making informed decisions. Empower clients to act on advice and information provided Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Liaise with third parties as appropriate. Ensure income maximisation through the take up of appropriate benefits. Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate. Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Comply with all organizational policies, procedures, and guidelines in the performance of all duties Research and campaigns Assist with research and campaigns work by providing information about clients' circumstances. Provide statistical information on the number of clients and nature of cases and provide regular reports to management. Monitor service provision to ensure that it reaches the widest possible client group. Alert other staff to local and national issues. Essential Skills & Experience: Proven experience in providing high-quality advice and support to clients. Ability to explain complex information clearly and concisely Excellent communication skills, both verbal and written, including strong negotiation and representation abilities. Advanced IT proficiency, including expertise in maintaining databases and spreadsheets. Demonstrated ability to effectively interview clients, assess their needs, and identify key issues. Strong organisational and time-management skills, with the ability to prioritize tasks, meet deadlines, and effectively manage a demanding caseload. Proven ability to utilise IT effectively in the provision of advice, including the preparation of reports and submissions. Strong teamwork and collaboration skills, with a willingness to work effectively within a team environment. A strong understanding of and commitment to the aims and principles of Citizens Advice, including its equality and diversity policies. A strong work ethic and a proven ability to adapt to changing priorities and targets Understanding of welfare rights and benefits In accordance with Citizens Advice national policy we 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.

Citizens Advice Doncaster Borough is expanding its services to provide vital, community-based support to Doncaster residents facing the challenges of the rising cost of living and energy crisis. We are seeking a dedicated individual to deliver holistic and specialist Money & Energy advice. As part of our team, you will empower clients to achieve the best possible outcomes by providing high-quality customer service and support, all while upholding the core aims and principles of the Citizens Advice Service. You will thrive in a dynamic environment, demonstrating both initiative and strong teamwork, and be committed to going the extra mile to make a real difference. This fixed-term contract is initially until 30st June 2026 and is subject to continued funding. The role involves working across various locations within Doncaster. Role purpose To provide Energy & Money advice to clients To provide advice on how to deal with Energy Debts To provide a high-quality advice and support services A Benefit Calculation as part of Income Maximisation Energy Efficiency support & advice Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Negotiate with third parties as appropriate. Switching energy providers Information and support on the Priority Services Register Check eligibility and provide Information about the Warm Home Discount Any other possible Schemes / Grants available that can support the client with their energy issues Provide Advice on energy complaints and processes Smart Meter information / advice Carbon Monoxide Awareness To provide Financial Capability and Income Maximisation advice to clients. To share responsibility for compliance with the Projects targets and requirements. Ensure quality standards are met. To work effectively with other partners to deliver a seamless service to clients Undertake service delivery at Outreach venues as required. Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate. To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough. Advice To provide Energy & Money advice to clients on energy issues To provide advice on how to deal with Energy Debts, looking at wider debt issues and options, making referrals or taking action as appropriate. Provide General Advice and assisted information to clients on energy issues Empower clients to act on advice and information provided Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Negotiate with third parties as appropriate. Ensure income maximisation through the take up of appropriate benefits. Provide advice and assistance to other staff across the whole range of advice issues. Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate. Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensure that all work conforms to the organisation's systems and procedures. Research and campaigns Assist with research and campaigns work by providing information about clients' circumstances. Provide statistical information on the number of clients and nature of cases and provide regular reports to management. Monitor service provision to ensure that it reaches the widest possible client group. Alert other staff to local and national issues. Professional development Keep up to date with legislation and undertake appropriate training. Read relevant publications. Attend relevant internal and external meetings as agreed with the Team Leader and/or Line Manager. Assist with Service initiatives for the improvement of services. Administration Review and make recommendations for improvements to Citizens Advice services. Maintain local information systems. Use IT for statistical recording, record keeping and document production. Keep up to date with policies and procedures relevant to organisational work and undertake appropriate training. Attend internal and external meetings as agreed with the Team Leader and/or Manager. Maintain close liaison with relevant external agencies. Other duties and responsibilities Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. Demonstrate commitment to the aims and policies of the Citizens Advice service. Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues. Person specification Experience of providing Advice. Effective oral communication skills with particular emphasis on negotiating and representing. Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence. Ordered approach to workload and an ability and willingness to follow and develop agreed procedures. Understand the issues involved in interviewing clients. Numerate to the level required in the tasks. Ability to prioritise own work, meet deadlines and manage caseload. Ability to use IT in the provision of advice and the preparation of reports and submissions. Ability to monitor and maintain own standards and work as part of a wider team Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies. Desirable Criteria Experience of providing General. Energy or debt advice would be desirable. Experience of working to targets Experience of working in the voluntary sector would be desirable. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively Demonstrate understanding of social trends and their implications for clients and service provision Have access to a vehicle and be willing to travel