Hours: Full- and part-time positions Contract: Permanent Location: CAML charity offices and outreach venues across Merton Salary (pro rata for part time): From £28,000 per annum, dependent on experience, for accredited Advisers Annual Leave: 25 days (pro rata for part time), Charity Day, plus public holidays Pension: The charity operates a pension scheme The charity offers an employee assistance programme Deadline: 6pm, Monday 6th January 2025 Are you an experienced accredited Adviser? Do you want to support individuals and families impacted by the cost of living crisis? Are you looking for a role with a professional, supportive and expanding advice charity with over 80 years of experience working in South West London? If so please read on: Citizens Advice Merton and Lambeth (CAML) is the leading advice charity supporting individuals and families across the London boroughs of Lambeth, Merton but also wider London. We provide a range of information, support and advice services. We also work to raise awareness and understanding of the challenging issues affecting our clients and communities. Owing to charity expansion, we are looking for experienced, accredited Advisers to provide comprehensive advice and support to clients. If you have at least one year’s experience of working in an advice support organisation, are passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you. The successful candidates will have excellent interpersonal skills and be able to work flexibly with clients and for the charity. You will be meticulous in your work, especially when supporting clients and maintaining case records for continuity of follow up advice and casework. You will also be very well informed with regard to legislation, case law and policy changes relating to advice and benefits. Main duties and responsibilities Provide comprehensive advice in all generalist subject areas including welfare benefits, debt and income maximisation, in line with Citizens Advice requirements. Commit to ongoing training/development as requested by the charity Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor your approach to advice accordingly Provide a clear plan of action and follow-up on actions relating to cases as appropriate Identify and escalate serious problems, including safeguarding, appropriately Ability to work to own initiative within a team environment. Work closely with service colleagues and wider CAML team Support clients in CAML offices and outreach venues Monitoring Quality and Case Recording Ensure all client engagement and support is comprehensively and accurately recorded Review your work, and monitor quality standards, as per the Citizens Advice quality framework Ensure data protections regulations are adhered and office procedures followed Work with your line manager and senior managers to develop and improve services, and your own standards. Other Duties and Responsibilities With wider charity team and other organisations, ensure clients are supported with related advice issues Ensure all work is fully compliant with our policies and procedures and Citizens Advice Quality Standard Assist and contribute to the charity’s communications, research and campaigns work Maintain positive working relations with our stakeholders Professionally represent Citizens Advice Merton and Lambeth Other duties as requested by your line manager, senior manager and Chief Executive Professional Development All our team receive comprehensive induction to the charity and our work. We support Advisers in their professional development to ensure we’re up to date with recent legislation, case law, policies and procedures relating to benefits and debt and undertake appropriate training as agreed with your line manager. Person Specification Generalist Adviser certificate (Citizens Advice or equivalent) - Essential Experience of using client management databases (we use Casebook) – Essential Fantastic communication skills - Essential Ability to prioritise work, meet deadlines and manage caseload – Essential IT competency and experience – Essential Ability and willingness to work as a team – Essential Understanding of and commitment to the aims, principles and values of Citizens Advice service – Essential This job description and personal specification does not form part of any contract. If you’re interested in the role and joining us, we would be delighted to hear from you. Please follow the link to our website to find out how to apply. The deadline for applications is 6pm, Monday 6th January 2025 If you do not hear from us, we are afraid your application was unsuccessful. We reserve the right to close applications early if we receive sufficient applications for the role. 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