Citizens Advice Doncaster Borough

Citizens Advice Doncaster Borough is expanding its services to provide vital, community-based support to Doncaster residents facing the challenges of the rising cost of living and energy crisis. We are seeking a dedicated individual to deliver holistic and specialist Money & Energy advice. As part of our team, you will empower clients to achieve the best possible outcomes by providing high-quality customer service and support, all while upholding the core aims and principles of the Citizens Advice Service. You will thrive in a dynamic environment, demonstrating both initiative and strong teamwork, and be committed to going the extra mile to make a real difference. Role purpose To provide Energy & Money advice to clients To provide advice on how to deal with Energy Debts To provide a high-quality advice and support services A Benefit Calculation as part of Income Maximisation Energy Efficiency support & advice Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Negotiate with third parties as appropriate. Switching energy providers Information and support on the Priority Services Register Check eligibility and provide Information about the Warm Home Discount Any other possible Schemes / Grants available that can support the client with their energy issues Provide Advice on energy complaints and processes Smart Meter information / advice Carbon Monoxide Awareness To provide Financial Capability and Income Maximisation advice to clients. To share responsibility for compliance with the Projects targets and requirements. Ensure quality standards are met. To work effectively with other partners to deliver a seamless service to clients Undertake service delivery at Outreach venues as required. Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate. To contribute to the Research and Campaigns work of Citizens Advice Doncaster Borough. Advice To provide Energy & Money advice to clients on energy issues To provide advice on how to deal with Energy Debts, looking at wider debt issues and options, making referrals or taking action as appropriate. Provide General Advice and assisted information to clients on energy issues Empower clients to act on advice and information provided Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning. Negotiate with third parties as appropriate. Ensure income maximisation through the take up of appropriate benefits. Provide advice and assistance to other staff across the whole range of advice issues. Ensure that all casework conforms to the organisation's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate. Maintain case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation. Ensure that all work conforms to the organisation's systems and procedures. Research and campaigns Assist with research and campaigns work by providing information about clients' circumstances. Provide statistical information on the number of clients and nature of cases and provide regular reports to management. Monitor service provision to ensure that it reaches the widest possible client group. Alert other staff to local and national issues. Professional development Keep up to date with legislation and undertake appropriate training. Read relevant publications. Attend relevant internal and external meetings as agreed with the Team Leader and/or Line Manager. Assist with Service initiatives for the improvement of services. Administration Review and make recommendations for improvements to Citizens Advice services. Maintain local information systems. Use IT for statistical recording, record keeping and document production. Keep up to date with policies and procedures relevant to organisational work and undertake appropriate training. Attend internal and external meetings as agreed with the Team Leader and/or Manager. Maintain close liaison with relevant external agencies. Other duties and responsibilities Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. Demonstrate commitment to the aims and policies of the Citizens Advice service. Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues. Person specification Experience of providing Advice. Effective oral communication skills with particular emphasis on negotiating and representing. Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence. Ordered approach to workload and an ability and willingness to follow and develop agreed procedures. Understand the issues involved in interviewing clients. Numerate to the level required in the tasks. Ability to prioritise own work, meet deadlines and manage caseload. Ability to use IT in the provision of advice and the preparation of reports and submissions. Ability to monitor and maintain own standards and work as part of a wider team Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies. Desirable Criteria Experience of providing General, Energy or debt advice would be desirable. Experience of working to targets Experience of working in the voluntary sector would be desirable. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively Demonstrate understanding of social trends and their implications for clients and service provision Have access to a vehicle and be willing to travel

Job Description Job Title - Welfare Rights & Tribunal Adviser Salary- £29,000 per annum Hours37 hours per week (Full Time) Location- Doncaster office based, outreach locations, and tribunal attendance as required Role Purpose To provide specialist welfare rights advice, casework, and representation to clients, including preparation and attendance at welfare benefit tribunals. The postholder will support clients to maximise income, challenge incorrect benefit decisions, and access their full entitlements, in line with the aims, principles, and quality standards of the Citizens Advice service. Key Responsibilities Advice & Casework Provide specialist advice on welfare benefits including Universal Credit, PIP, ESA, DLA, and Housing Benefit. Prepare and submit mandatory reconsiderations and benefit appeals. Represent clients at First tier Social Security Tribunals where appropriate. Carry out detailed benefit checks and income maximisation. Act for clients where necessary by drafting appeal submissions, negotiating with the DWP and other agencies, and making referrals where appropriate. Empower clients to understand their rights and options and enable them to make informed decisions. Maintain accurate, timely, and comprehensive case records in line with Citizens Advice systems and procedures. Ensure all casework meets the Advice Quality Standard (AQS) and internal quality requirements. Outreach & Partnership Working Deliver advice services at outreach venues across Doncaster as required. Build and maintain effective working relationships with partner agencies, statutory bodies, and community organisations to ensure joined up support for clients. Research & Campaigns Contribute to the Citizens Advice research and campaigns agenda by recording evidence of client issues and emerging trends. Provide anonymised case studies and data to support local and national policy work. Professional Development & Quality Keep up to date with welfare benefits legislation, case law, and procedural changes. Attend supervision, training, and team meetings as required. Work collaboratively with colleagues to share knowledge and support service delivery. Work to agreed targets and contribute to service monitoring and reporting. Administration & Other Duties Use IT systems for case recording, monitoring outcomes, and producing reports. Maintain local information systems and resources. Carry out any other duties within the scope of the role to support the effective delivery and development of the service. Comply with Citizens Advice policies, including equality, diversity, confidentiality, safeguarding, and health and safety. Person Specification Essential Criteria Experience Experience of providing welfare rights or social welfare advice. Experience of preparing benefit appeals and supporting clients through reconsideration or tribunal processes. Experience of managing a caseload and prioritising work to meet deadlines. Skills & Knowledge Strong knowledge of the UK welfare benefits system, or the ability to develop specialist knowledge quickly. Excellent verbal communication skills, including advocacy and negotiation. Excellent written communication skills, particularly in drafting submissions, correspondence, and tribunal papers. Good numeracy skills to complete benefit calculations and financial checks. Ability to empower clients while maintaining professional boundaries. Ability to work both independently and as part of a team. IT & Administration Confident use of IT systems for case recording, document production, and reporting. Ability to maintain accurate records in line with quality standards and procedures. Values & Commitment Understanding of and commitment to the aims and principles of the Citizens Advice service. Commitment to equality, diversity, and inclusion. Desirable Criteria Experience of representing clients at welfare benefits tribunals. Experience of working in the voluntary, advice, or community sector. Experience of working to targets or funder requirements. Knowledge of Advice Quality Standards or Specialist Quality Mark frameworks. Ability to travel across Doncaster (access to a vehicle desirable).