Background:

Stirling CAB will deliver an advice and support service to the armed forces community. The armed forces community is defined as those personnel who are currently serving, those who have served in the past, and their dependants. (This definition also includes certain Merchant Navy personnel).

Main Purpose:

The Veterans Advice worker will work with the Citizens Advice bureaux in the defined regional areas. The adviser will provide advice to members of the armed forces community, support bureaux in the provision of advice to the armed forces community, will co-ordinate regional activities and may provide training

The Help to Claim Adviser (Universal Credit) delivers a holistic advice and support service aimed at clients on completing their initial Universal Credit claim and supports them through to their first payment. This involves helping with the online forms, the evidence required, and verifying their identity online using telephone, web chat and video call.

Job description

Key responsibilities

• To conduct telephone, web chat and video call interviews, using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To explore clients’ circumstances, support needs and access channel preferences considering language barriers, accessibility needs, and issues around digital access and ability
• To assist with the setup of a Universal Credit account, including setting up a personal email account and/or bank account, if needed
• To provide support to clients completing and submitting their claim form, ensuring clients have identified and gathered all evidence and documentation needed
• To support the client through the first assessment period and helping them to complete the identity verification process online, if needed
• To support clients to prepare for their first appointment with a Jobcentre Plus work coach
• If appropriate, to support the client with applying for any additional support such as short-term advance and/or access to the Scottish Welfare Fund
• To ensure the client understands the payment schedule and takes action to prepare
• To liaise where appropriate with bureau staff and other relevant agencies as appropriate
• To record, update and maintain information on a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring, and report preparation
• To ensure that all work meets quality standards and the requirements of the funder
• To provide and develop a quality advice service in relation to Universal Credit, including the ability to act as a ‘best practice lead’ for other staff and volunteers
• To keep abreast of the latest developments relating to welfare benefits and Universal Credit
• Liaise, communicate with and be operationally responsible to the multi-channel coordinator

The above job description is not exhaustive and is clarified to include broad duties inherent in the post as reasonable requested by the bureau manager.

Person specification

Knowledge, skills and experience

Essential

• Demonstrable completion of Citizens Advice Bureau Adviser Training Programme
• A sound working knowledge and experience with social security benefits and entitlement, with specific focus on Universal Credit
• Understanding, maintaining and practising high standard of case recording requirements as according to the Help to Claim project specification and the CAS quality assurance standards
• Ability to use telephony and IT systems to deliver services across multiple channels (web chat, telephony and video) via Avaya, Near Me, Zoom, Teams and other systems
• Experience of using a range of IT tools to carry out work, including case management systems, Microsoft Office, internet and email etc.
• Ability to work without supervision and prioritize workload
• Experience of working with people with multiple and complex needs
• Excellent oral and written communication skills, including the ability to communicate complex information in a clear and accessible manner
• Excellent organisational skills
• Knowledge of a range of enquiry areas to aid with identifying emergencies
• A commitment to the aims and principles of Citizens Advice Service
• Ability to operate as a team player and communicate effectively with colleagues and managers

Additional requirements

• Ability to commit to a rolling rota to be assigned for times between 07:45 and 19:00
• Must be available to work a varied shift pattern between 07:45 – 19:00 Monday – Friday, excluding statutory bank holidays in Scotland.
• The post is subject to the receipt of a satisfactory Basic Disclosure Certificate
• The post is subject to the disclosure of criminal history information

Desirable

• A proven ability to work effectively with a wide variety of stakeholders
• Experience working on helpline, webchat and video conferencing (Near Me)
• Potential ability to work remotely and as a part of a virtual helpline team

We are looking for an experienced Money Advice Worker with experience delivering benefit and debt advice to join our growing team at GEMAP. This is an exciting time to be part of the organisation as we expand our work to tackle poverty in Glasgow through high‑quality, person‑centred advice.

As a Money Adviser, you will be part of an energetic and supportive team, working directly with clients to maximise income, reduce household costs, and manage debt. You will provide accurate, practical advice that helps people improve their financial resilience and move towards greater stability.

We are looking for someone with experience delivering advice who can hit the ground running, with strong knowledge of welfare rights and money advice legislation, and a sound understanding of the principles of financial capability. You will have excellent knowledge of state benefits, tax credits, and grants, and be confident assessing entitlement and supporting clients to make applications.

More than technical expertise, we are looking for someone who sees the whole person. You will be committed to delivering high‑quality advice in a respectful, non‑judgemental way and to supporting people at often challenging points in their lives.

Our advisers are expected to work in line with the Scottish National Standards for Information and Advice and to manage a busy caseload effectively. In return, we support our staff to develop and excel through tailored Personal Development Plans, our Employee Assistance Programme and by fostering an inclusive, supportive working environment.

We are passionate about our mission and are looking for someone with the drive, empathy, and commitment to make a real difference. You will be an excellent team player, a confident and effective communicator, well organised, and comfortable using IT systems to support your work.

If you want to work for an organisation that truly puts people at the centre of everything it does, we would love to hear from you.

East Ayrshire Citizens Advice Bureau (EACAB) is a progressive and innovative advice organisation dedicated to providing free, impartial, and confidential advice to local communities. We offer both generalist advice and specialist casework services to support people in need across East Ayrshire.

We are seeking a highly organised Senior Administrator for our Money Advice service to join the team in East Ayrshire Citizens Advice Bureau in Kilmarnock. This role is offered on a permanant basis and is offered at 35 hours per week. Part time or job share will be considered.

The successful candidate will be responsible for ensuring effective administrative processes for our Money Advice Service.