The post holder will be responsible for developing and delivering training courses/sessions to enable the EASE Project end users (AFTAR/CAB tenants of five partner Housing Associations, located throughout North Lanarkshire) to empower digitally excluded clients to claim online benefits, grants, offer IT sessions and employability sessions. The post- holder will have responsibility for planning group training sessions as well as one to one coaching sessions for the end users in their own home, or at community based venues or at partners’ premises. Learning will be evaluated through client user surveys and other feedback.

Owing to the flexible delivery nature of this project, a clean current driving licence and use of a car is required for this post.

Employee Benefits

• Competitive reward package including annual performance bonus scheme

• 5% employer pension contributions

• Generous holiday entitlement 38 days inclusive of public holidays

• Additional holidays for length of service

• Family friendly policies

• Home & Flexible working scheme

• Occupational Sick Pay

• Dedicated Training and Personal Development Budget as part of our Talent Management Pool

• Leadership Mentoring

• A wide range of Social Events and Team Building Days

Parkhead CAB is seeking applications for a suitably experienced and enthusiastic individual to join our staff team.

The post of Money & Welfare Rights Adviser is a vital post with Parkhead Citizens Advice Bureau. We believe strongly in making a difference for our clients. Our aim is to ensure that no one suffers through lack of knowledge of their rights and entitlements and that equally through social policy action we strive to make long lasting changes for everyone by raising issues with decision makers at a local and National level.

The post holder will contribute to this through providing money, financial capability and welfare rights information, case work and representation.

This is an exciting opportunity for someone who wants a job that makes a real difference to people’s lives. The post holder will be working with colleagues and supporting highly trained volunteers to deliver welfare rights and money advice to our clients. You should have advice delivery experience and thrive on a challenge and assisting your clients to tackle their issues and support them to move forward and plan long-term solutions rather than a quick fix. We believe strongly in delivering a quality advice service in line with the Scottish National Standards. We are also committed to staff and volunteer training and we will ensure that you are fully supported in your role.

Parkhead CAB prides itself in recruiting staff who want to make a positive difference to the lives of those around them. Our priority is to make a welcoming and trusted environment for clients and an enjoyable work place for our staff and volunteers. We believe strongly in our staff wellbeing. If this sounds like something you’d be interested in then we would love to hear from you.

Responsible to: Assistant Manager/ CEO

About the job

We are looking for a client-focused individual with experience of providing welfare benefits advice, to join us as a Help to Claim Adviser (Universal Credit). In this role you will be using telephony and webchat to help /ensure our clients get the support they need face to face.

To succeed, you will need relevant experience and knowledge of the wider welfare benefit system including Universal Credit, demonstrating strong oral and written communication skills. It would be an advantage if you had recent experience and knowledge of undertaking welfare cases to appeal level if required. We are also looking for a proven ability to work effectively and well organised. Proficiency using a range of IT tools to carry out your work, including case management systems, online claims’ services and Microsoft Office applications is essential. Committed, results-driven and supportive to the needs of others, you work well within a team and are willing to follow and develop agreed procedures.

As Help to Claim Adviser (Universal Credit), you will deliver a holistic advice and support service aimed at clients on completing their initial Universal Credit claim, and to support them through to their first payment. This will involve helping with the online forms, the evidence required, and verifying their identity online using telephone and webchat.

Employee Benefits

• Competitive reward package including annual performance bonus scheme

• 5% employer pension contributions

• Generous holiday entitlement 38 days inc. public holidays (pro rata for part time)

• Additional holidays for length of service

• Family friendly policies

• Home & Flexible working scheme

• Occupational Sick Pay

• Dedicated Training and Personal Development Budget as part of our Talent Management Pool

• Leadership Mentoring

• A wide range of Social Events and Team Building Days

The post holder will work with the Energy Advice Team Leader to provide specialist and holistic advice on Energy issues. The post holder will need to be organised and work efficiently, providing an excellent service to clients and maintaining quality of advice standards. The post holder will need to be comfortable delivering advice and dealing with clients both by phone and in person.

On occasion the post will be required to represent the bureau in stakeholder engagement in relation to energy advice and associated issues. There may also be opportunities for home visits or attendance at local outreaches, if required to meet the objectives of the projects.

As full training will be provided, this post would suit someone looking for a move into energy advice or would suit a more experienced worker with existing advice experience in energy.

Job description

Key responsibilities

• To provide specialist and holistic advice on energy issues to clients by phone, email or in person.
• To work with the Energy Advice Team Leader to ensure best practice in energy advice and to provide a supportive and collaborative service to volunteers and other bureau staff.
• To ensure compliance with Citizens Advice Scotland Quality of Advice Standards as well as any funder specific guidance.
• To carry an active energy advice caseload and to work effectively and efficiently in order to provide an excellent service to clients while meeting funder objectives.
• To assist the Energy Advice Team Leader to produce project reports as required.

The above job description is not exhaustive and is clarified and intended to include broad duties inherent of the post.

Person specification

Knowledge, skills and experience

Essential

• An interest in energy advice work within the charity advice sector
• A good standard of IT literacy (MS Office and other relevant software) and good people skills (in person and by telephone)
• Experience of successfully working on own initiative and managing own workload.
• Ability to identify and action own training needs and to work effectively to enhance continual professional development including keeping up to date with any relevant legislation; procedures; guidance; directives and advice topics.
• An understanding of current concerns around household costs, costs of living issues and fuel poverty.

Desirable

• Knowledge of the aims and principles of the CAB service.
• Completion of the CAB Adviser Training Programme.