Citizens Advice Doncaster Borough

Make a Real Difference as a General Adviser at Citizens Advice Doncaster Are you passionate about helping people navigate life s challenges and create positive change in your community? Join Citizens Advice Doncaster as a General Adviser and play a vital role in empowering local residents with trusted, practical advice when they need it most. This is more than a job, it s an opportunity to change lives every day . You ll work across our welcoming offices and dynamic community outreach locations, supporting people to overcome financial, social and practical difficulties with confidence and dignity. If you thrive in a fast paced, people centred environment, care deeply about fairness and equality, and enjoy finding solutions, this could be the perfect role for you. What You ll Be Doing As a General Adviser, you will deliver high quality, impartial advice through face to face appointments, telephone, email and web chat , supporting clients at every stage of their journey. You will: Help clients understand their rights and options across a wide range of issues, including benefits, debt, housing, employment and consumer matters Deliver Financial Capability and Income Maximisation advice , helping clients improve financial resilience Guide clients through the benefits system and application processes , ensuring no one misses out on support they re entitled to Carry out detailed client assessments to identify priorities and agree practical next steps Actively empower people to take control of their situation and advocate on their behalf where needed Negotiate, draft letters, calculate entitlements and liaise with third parties to achieve the best outcomes Deliver outreach services across Doncaster, reaching communities who need us most Maintain accurate, high quality case records in line with Advice Quality Standards Work collaboratively with colleagues, partners and stakeholders to deliver a seamless client experience Research & Campaigns Turning Individual Stories into Systemic Change You ll also contribute to our research and campaigns work , helping ensure local and national decision makers hear the real experiences of our clients by: Supplying anonymised client data and insights Supporting reports and statistical returns Highlighting emerging local and national issues Helping us reach the widest possible range of people across Doncaster What We re Looking For We re looking for someone who is: Experienced in providing high quality advice and client support Confident explaining complex information clearly and compassionately An excellent communicator, with strong verbal, written, negotiation and representation skills Organised, resilient and able to manage a demanding caseload while meeting targets Comfortable using IT systems, databases and spreadsheets A strong team player who values collaboration and shared success Passionate about the aims, values and equality principles of Citizens Advice Adaptable, proactive and motivated in a changing environment Knowledgeable about welfare rights and benefits (or keen to deepen your expertise) Why Join Citizens Advice Doncaster? Make a visible, meaningful impact in your local community Work for a trusted organisation with strong values and purpose Be part of a supportive, experienced and mission driven team Enjoy varied work across offices and outreach locations Build valuable skills in advice, advocacy and community engagement Please note: In accordance with Citizens Advice national policy, the successful candidate will be subject to a DBS check.

The Role We are seeking a friendly, professional and highly organised Receptionist to act as the first point of contact for people accessing Citizens Advice Doncaster Borough. This role is central to the delivery of a high quality advice service and plays an important part in ensuring clients receive accurate information, are treated with respect, and experience a consistent and welcoming service. You will support the smooth running of the organisation by managing enquiries effectively, maintaining accurate records, and contributing to our quality assurance standards. This role requires a strong commitment to confidentiality, data accuracy, and the Citizens Advice aims and principles. Key Responsibilities Client Access & First Contact Welcome clients, staff and visitors in a professional, calm and supportive manner, ensuring everyone feels respected and listened to. Act as the first point of contact for face to face and email enquiries, providing appropriate triage and signposting in line with Citizens Advice procedures. Provide accurate, clear and consistent information about Citizens Advice services, maintaining professional boundaries at all times. Quality Assurance & Standards Ensure all client interactions and administrative processes meet Citizens Advice quality standards, including accuracy, confidentiality and consistency. Record client details and enquiry information accurately to support continuity of service, monitoring and reporting. Follow agreed procedures, policies and guidance to ensure compliance with Advice Quality Standard (AQS) requirements. Support the wider team by maintaining reliable systems and contributing to the overall quality of service delivery. Administration & Office Support Manage appointment booking systems and staff calendars efficiently. Provide organisation wide administrative support to ensure the service runs smoothly on a day to day basis. Maintain an organised, safe and welcoming reception area. Carry out data entry, filing, scanning and document management accurately and in a timely manner. Use Google Workspace and other IT systems confidently to support service delivery. About You We are looking for someone who is approachable, reliable and well organised, with a strong attention to detail and a commitment to delivering a high quality service. You will be comfortable working with people from a wide range of backgrounds, including those experiencing stress or distress, and able to respond with empathy and professionalism. Essential Skills and Qualities Previous office or administrative experience. Strong IT skills and confidence using digital systems. Excellent verbal and written communication skills. High level of organisation and ability to manage competing priorities. Ability to work effectively both independently and as part of a team. Commitment to confidentiality, accuracy and professional standards. Understanding of, and commitment to, the aims, principles and values of Citizens Advice, including equality and inclusion. Proactive approach with a willingness to learn, follow procedures and adapt to service needs. What We Offer A supportive and inclusive team environment. Training and development, including Citizens Advice systems, quality standards and procedures. The opportunity to contribute to a trusted, high quality advice service. The chance to make a real and positive difference to people living in Doncaster.

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