To provide specialist income maximisation, triage, and holistic welfare rights advice to individuals and families, with a primary focus on supporting people affected by cancer through the Macmillan money and more service across the North of Scotland. The role delivers a high-quality triage service—operating across phone, digital channels, hospital, hospice, and community outreach settings—to ensure timely access to benefits, grants, and financial support.

This role suits a resilient, empathetic, and highly organised adviser with benefits knowledge and strong triage capabilities. You will work in a supportive, non-judgmental environment to empower clients, while building effective referral routes with Macmillan Delivery partners, health professionals and other partner agencies.

JOB DESCRIPTION

Key work areas and tasks:

Advice Giving & Triage Delivery

• Deliver specialist welfare rights and income maximisation advice tailored to the distinct financial, practical, and emotional needs of individuals and families affected by cancer.
• Provide triage support to the wider organisation in times of peak capacity.
• Provide advice via telephone and email
• Prepare and present cases studies highlighting the services of Macmillan Money and More
• Assist clients with wider related issues integral to their case (such as energy costs, health costs, and charitable grant applications), referring to specialist advisers or partner agencies when needed.
• Maintain high standards of case recording to meet key performance indicators (KPIs), quality standards, and service reporting requirements.

Stakeholder Engagement & Partnership

• Build and maintain strong working relationships with delivery partners across Scotland, healthcare professionals, social care teams, and Macmillan specialists to streamline referral pathways.
• Prepare and deliver information sessions or awareness talks to partner organisations and client groups regarding financial support options.

Social Policy & Campaigning

• Identify systemic issues affecting clients and contribute to social policy evidence gathered by the Bureau and Macmillan.
• Support Macmillan policy, media, and campaign initiatives by capturing detailed case studies, feedback, and trend data.

Professional Development

• Keep up-to-date with changing welfare benefits legislation, regional health/social care policies, and bureau procedures.
• Attend relevant internal, Macmillan, and partner network meetings as agreed with the line manager.
• Actively participate in regular supervision sessions, team meetings, and continuous professional development activities.

ADMINISTRATION

• Use IT systems for electronic case management, statistical recording, document production, and reporting against project KPIs.
• Ensure all work adheres strictly to bureau quality standards, data protection regulations, and administrative processes.

OTHER DUTIES AND RESPONSIBILITIES

• Carry out any other tasks within the scope of the post to ensure effective delivery and development of the triage and wider welfare rights service.
• Demonstrate a firm commitment to the aims, principles, and equal opportunities policies of the CAB service and Macmillan.
• Comply with health and safety guidelines, sharing responsibility for personal safety and that of colleagues during office work and outreach visits.

PERSON SPECIFICATION

• Evidenced understanding of welfare benefits and provision of advice, or an ability to show transferable similar transferable skills.
• Empathy, resilience, and an understanding of the specific physical, emotional, and financial challenges faced by people living with cancer and their carers.
• Understanding of and commitment to the aims and principles of the CAB service and its equal opportunities policies.
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability to monitor and maintain own standards.
• High level of written and oral communication skills.
• Understanding of the issues affecting society and their implications for clients and service provision.
• Ability to use IT in the provision of advice.
• Flexibility and willingness to work as part of a team.
• Willingness to learn and develop skills in advice topics.
• Willingness to train other staff or volunteers
• Numeracy skills required to understand statistics and check calculations.
• An understanding of and respect for the volunteer led ethos of CAB and an ability to reflect this in their day-to-day work.