Cost of Living Support Service Adviser (Part-time)

The purpose of this role is to offer Cost of Living advice and support to people in Reading by helping clients via telephone, face to face or other channels with high quality advice to achieve improvements to their financial stability and longer term financial resilience. You will also contribute to our research and campaigns work.

Location: Minster Street, Reading / Hybrid

Hours: Part-time – 21 hours per week (0.6 FTE)

Contract Type: Fixed term maternity cover contract to 31 December 2027

Salary banding: £25k-26,500k per annum full time equivalent which will be paid pro rata at 0.6

Special Requirements: Basic DBS check

KEY DUTIES

Service Delivery

• Interview clients to understand their situation and how to support and empower them to progress and resolve their issues.
• Use Citizens Advice resources to find, interpret and communicate relevant information and advice to clients.
• Research and explore options and implications so that clients can make informed decisions.
• Assist clients with income maximisation, reducing expenditure, and improving budgeting skills to help them regain control of their finances and build financial resilience, referring them for casework and digital and financial skills workshops when appropriate.
• Support with crisis intervention, including referrals for food, fuel, homelessness, safeguarding and mental health support, including referrals and signposting to partner and other relevant organisations.
• Conduct debt triages and refer clients with problem debt for specialist debt support.
• Provide energy efficiency advice and refer for more specialist support to statutory and other partners when appropriate.
• Give IAA Level 1 Immigration advice where immigration status affects Cost of Living solutions and refer for specialist immigration advice when appropriate.
• Use interpretation services to support clients with language barriers.
• Manage workload on a case management system ensuring detailed case records are kept up to date.
• Ensure that all work meets quality standards and the requirements of the funder.
• Support our research and campaigns work through various channels including case studies and data collection.
• Share feedback on Cost of Living trends and the issues driving poverty, enabling Advice First Aiders at ACRE and partners to run campaigns that support their local communities.
• Follow all relevant policies and procedures.

Team

• Refer clients internally or externally to other specialist teams as appropriate.
• Work collaboratively with others, as part of a team, to achieve common goals.
• Take shared responsibility for the health and wellbeing of yourself and the team.

Skills and Knowledge

• Complete the required training to comply with quality assurance processes.
• Ensure own ongoing learning and development, including keeping up to date with changes to advice.
• Develop and maintain the digital skills needed to use the tools, software and platforms relevant to your role.

Organisation

• Understand and work within the twin aims and principles of the Citizens Advice Service.
• Understand and take shared responsibility for delivering a service that meets the requirements of Citizens Advice Reading and its funders.
• Embed Equity, Diversity and Inclusion (EDI) in your day to day work
• Attend regular team and staff meetings and training.
• Any other reasonable duties as required by the organisation from time to time.

PERSON SPECIFICATION

1. Basic knowledge of multiple enquiry areas and experience of giving advice
2. Ability to work in a sensitive, enabling and non-judgemental way with people from a wide range of backgrounds.
3. Ability to research, analyse and interpret complex information and present it clearly, both verbally and in writing.
4. Ability to prioritise and manage own workload to meet targets in a busy and pressurised environment. 
5. Confident IT user and a willingness to learn and use new packages, and electronic resources.

As an equal opportunities employer, Citizens Advice Reading is committed to the equal treatment of all current and prospective employees and does not condone discrimination of any kind. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.