Education Policy Adviser jobs

We are seeking a compassionate and organised adviser to support our clients with welfare rights issues. The successful applicant will be working across our organisation to meet increasing demand for telephony, face to face and outreach advice provision. You will be part of a diverse team of advisers with a range of experience who are trusted to deliver impartial advice to clients relating to welfare benefits, debt, housing, employment and discrimination. The role will provide a high quality advice service The role is 37.5 hours per week and follows a shift pattern of 8am-4pm, 9am-5pm and 11am-7pm, with one Saturday shift every quarter. Please note this is a full time position, job shares will not be considered. This will be delivered to the standard required by Citizens Advice.

The role is hybrid working. You may want to consider if you have appropriate work space at home.

The successful applicant will be expected to engage with 10 clients per day.

Interview dates - w/c 17th Aug

Role profile

• Conduct effective client interviews using active listening and targeted questioning techniques to explore their individual circumstances, identify key issues and assess their advice needs.
• Explore client's circumstances and support need considering language barriers and accessibility needs.
• Research and identify appropriate solutions to clients' enquiries using approved resources, ensuring that the advice is tailored to the needs of the client.
• Record detailed and accurate notes on our recording system for the purpose of information retrieval, statistical monitoring and report preparation.
• Manage challenging or sensitive interactions, including speaking to clients who may be in crisis, emotionally distressed or dealing with complex issues.
• You will meet quality assurance standards and performance targets, ensuring your advice is accurate, complete and in line with organisational expectations.
• You will uphold strict client confidentiality, following confidentiality and data protection policies.
• We will support your development by providing appropriate training and coaching
• You will keep up to date with legislation, policies and procedures and be proactive in identifying your development needs.
• Prepare for and attend supervision, quality sessions and team meetings as appropriate.
• Contribute to the wellbeing of your colleagues by being respectful and considerate at all times.
• Demonstrate commitment to our aims, principles and values.
• Maintain high professional standards including punctuality, reliability and accountability.
• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
• You will undertake any other duties as may reasonably be requested by your line manager or the organisation.
• You will promote equality, diversity and inclusion

Person Specification

Essential

• Ability to work without supervision and prioritise workload.
• Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.
• A good up to date understanding of equality and diversity.
• Ability to give and receive feedback objectively.
• Ability to monitor and maintain own standards.
• Effective written and oral communication skills. Including the ability to communicate complex information in a clear and accessible manner.
• Ability and willingness to work as part of a team.
• A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
• Ability to understand statistics and check accuracy of calculations.
• Experience of using a range of IT tools to carry out your work, including internal database systems, online applications, internet and email
• Ability to use telephony and IT systems to deliver a service to the public

Desirable

• Ability to speak Welsh
• Experience of working in a call centre

Pay: £25,877.80-£26,227.50 per year

Work Location: Hybrid remote in Pontypool NP4 6JS