2 x Macmillan money and more Triage Officer
- Full time or Part time
- £26,748 – £28,820
- On site: Inverness
- Closing 4th September 2026
- Advertised from 20th August 2026
- Salary dependent on knowledge, skills & experience. Up to 35 hrs per week.
Role
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.
Application notes
Closing Date: 5pm Friday 4th September 2026
Interviews: TBC
For further information or to download an application form, please visit our website
All applications should be returned to HR@invernesscab.org
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WARMTH / Energy Advice Worker
- Part time
- £30,804 pro-rata
- On site: Stirling
- Closing 4th September 2026
The WARMTH / Energy Advice Worker will promote & help deliver the WARMTH project & contribute to the general work of the Stirling CAB Energy Advice team, providing a tariff, energy efficiency, income maximisation and fuel debt & advice & support service for families, older people & the public, whose health conditions are exacerbated by living in cold, hard to heat housing within Stirling District.
WARMTH will locally advertise and integrate access to its services for this client group by linking into the established Stirling CAB weekly outreach architecture. In addition, WARMTH will link in with NHS stakeholders & offer home visiting to Elderly People/People with disabilities housebound by virtue of sickness, disability, childcare/care commitments, poverty or poor public transport infrastructure.
Awareness of WARMTH will be developed through our existing links with Community Councils and by utilising our established relationships with local communities and local stakeholder groups.
The WARMTH/Energy Adviser will help educate and inform, enable and empower clients to take appropriate action to reduce their fuel usage by delivering tariff, energy efficiency, income maximisation and fuel debt advice & support
The WARMTH/Energy Adviser will record, monitor & report WARMTH/ Energy Advice activity in line with the funders’ requirements.
Stirling CAB is an innovative, collaborative and progressive Bureau and is both well connected & trusted by a wide range of health & wellbeing partners & stakeholders.
The WARMTH/Energy Adviser will provide advice which fulfils the objectives of the WARMTH/ Energy Advice projects – maximise income, tariff analysis, energy efficiency advice and fuel debt advice and support - e.g. self – disconnection support, fuel vouchers, discretionary hardship funds, food banks etc.
Any other duties that could reasonably be requested by Stirling CAB.
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
Senior Administrator - Money Advice
- Full time or Part time
- £25,680
- On site: Kilmarnock
- Closing 23rd August 2026
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.
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
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