Citizens Advice Liverpool

Various locations across the Liverpool area About the Role Responsibilities: 1. Provide advice and a limited casework service covering the full range of debt and money management advice, including breathing space, debt relief orders, bankruptcy, and debt management plans. 2. Maintaining standards of service delivery and ensuring that advice and casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard, and the minimum individual file review score of the Money and Pensions Service Advice Quality Framework. 3. Complying with systems for monitoring and reporting purposes. 4. Working collaboratively with colleagues to ensure that the service area meets key performance indicators and targets. 5. Analyse and interpret complex information, communicating this effectively in writing with particular emphasis on negotiation and representation. Research and Campaigns 1. Keeping up to date and participating in current research trends and campaign issues by providing information on a client s circumstances. Essential Criteria 1. An understanding of and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity. 2. An understanding of the problems and issues associated with unmanageable debt, particularly energy debt, and their implications for clients and advice service provision. 3. Recent experience of providing advice to the Advice QualityStandard and/or the willingness and ability to complete full debt advice training. 4. A good understanding of the skills and techniques used in interviewing through telephone and digital advice channels. 5. The ability to understand the needs of others and to empower clients to take actionfor themselves. 6. The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets. 7. The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively. 8. The ability to work as part of a team and to respond positively to change. Requirements 1. To be appointed as an Energy Debt Specialist, you will need to have knowledge and experience of complex debt casework, covering priority and non-priority debt advice, options, and insolvency solutions. You will also need to have the Institute of Money Advisers Certificate in Money Advice Practice or MaPS Caseworker accreditation equivalent. NEA Level 3 City and Guilds Level Energy Awareness would be desirable too. OR for a trainee - at least 6 months experience of delivering excellent customer service in a regulated environment such as banking, insurance, or a contact centre. 2. Experience ofachieving performance and quality targets/KPIs. 3. Ability and willingness to undertake training and development to comply with Money and Pensions Service and Citizens Advice quality standards. 4. Effective oral and written communication skills. 5. Numerate to the level required by the tasks. 6. IT literatewith the ability to use software packages including Microsoft Office products in the provision of advice and preparation of formal written materials. 7. Ability and willingness to work as part of a team. About us The Energy Debt Specialist will provide a high-quality inbound telephone debt advice service to clients as part of our brand new Consumer Energy Debt Advice project. This project is for clients who have energy debt (amongst others) and is intended to reduce the impact of personal debt by providing them with debt solutions.

Various locations across Liverpool About the Role Work with a team of welfare benefit advisers to ensure effective support, supervision and appraisal Maintain effective admin systems and records, work cooperatively with colleagues, encourage good teamwork and clear lines of communication. Provide specialist welfare benefits advice in person and via digital channels to a small number of clients to support the team target and continuous development. Make home/outreach visits as necessary inc Torus Foundation and Citizens Advice buildings. Act for the client where necessary by calculating, negotiating, drafting or writing letters, negotiating with third parties as appropriate. Prepare and present welfare benefits cases to the appropriate statutory bodies, tribunals and courts as appropriate, up to and including level 2 tribunal. Provide advice and assistance to colleagues across the whole range of welfare issues. Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation. Carry out Quality of Advice Assessments and file reviews in accordance with agreed Advice quality standards and procedures Assist with social policy, providing information to inform CAL Senior Leadership Team Keep up to date with legislation, case law, policies and procedures relating to welfare and undertake appropriate training. General Create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff perform optimally. Ensure that all work meets quality standards and the requirements of the funder Attend relevant internal and external meetings as agreed with the line manager. Assist with initiatives for the improvement of services. Keep up to date with Citizens Advice Aims, policies and procedures and ensure these are followed. Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues. Identify own learning and development needs and take steps to address these with your Line Manager Key holder responsibility, opening and closing the building where necessary. Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service. Requirements 1. Minimum of two years experience in welfare rights advice work 2. Extensive knowledge and experience of welfare benefits legislation. 3. Effective oral communication skills with particular emphasis on negotiating and representing. 4. Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence. 5. Ordered approach to casework and an ability and willingness to follow and develop agreed procedures. 6. Ability to prioritise own work, meet deadlines and manage caseload. 7. Ability to use ICT in the provision of advice and the preparation of reports and submissions. 8. Ability to motivate and line manage staff 9. Ability to monitor and maintain own standards. 10. Demonstrate understanding of social policy trends and their implications for clients and service provision. 11. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies. About us Citizens Advice Liverpool in partnership with Citizens Advice St Helens and Citizens Advice Warrington are delivering a Welfare Benefits, Debt and Budgeting Advisory Service to Torus Housing tenants. The Project Supervisor is responsible for supervising and overseeing the delivery of a Welfare Benefits Advisory Service. The supervisor will provide guidance, support, and leadership to a team of Welfare Benefits Caseworkers, ensuring the provision of high-quality welfare benefits advice to individuals and families in need. The role requires strong supervisory, communication, and organisational skills to effectively support the management of the project, monitor caseworkers' performance and adviser consultancy. The project supervisor will also be required to take on some casework for clients who require specialist advice regarding the review/appeals process, prepare clients for appeals tribunals and to represent at hearings where appropriate.