Citizens Advice Specialist Support Officer (SSO) (General Advice)
| Posting date: | 22 May 2024 |
|---|---|
| Salary: | £25,300 per year |
| Hours: | Full time |
| Closing date: | 19 June 2024 |
| Location: | Remote or at Royal Bank of Scotland Plc (RBS), Stephenson Way, Wavertree Technology Park |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Citizens Advice Liverpool |
| Job type: | Permanent |
| Job reference: |
Summary
Advice Giving
• Deliver advice and information to clients, ensuring advice provided meets the requirements of Citizens Advice quality standards
• Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards
• Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action.
• Use a range of information sources to find relevant information then interpret and communicate this to clients.
• Refer internally or to other specialist agencies as appropriate.
• Act for the client where necessary by calculating, negotiation, drafting or writing letters/emails and telephoning.
Administration
• Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure Data Protection compliant training is completed on an annual basis.
• Ensure that all work conforms to the service's systems and procedures.
• Undertake admin duties as required or requested.
• Complete a register of client outcomes, monitored by the lead Citizens Advice office of the project, and provide case studies (with client consent) demonstrating outcomes of the advice interventions to the funder.
Professional development
• Keep up to date with online systems, available training materials and other resources relevant to the areas of support.
• Complete the required training to comply with quality assurance processes
• Attend relevant internal and external meetings as agreed with the line manager
• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
• Identify and implement own learning and development needs
Other duties and responsibilities
• Promote the aims, policies, and membership requirements of the Citizens Advice service.
• Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
• Be a positive ambassador for CAL.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
• Adhere to RBS security vetting and health and safety guidelines, particularly within their building.
• Attend RBS Team meetings to share knowledge and up skill Bank staff to inform them of themes, trends and emerging issues.
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
• Deliver advice and information to clients, ensuring advice provided meets the requirements of Citizens Advice quality standards
• Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards
• Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action.
• Use a range of information sources to find relevant information then interpret and communicate this to clients.
• Refer internally or to other specialist agencies as appropriate.
• Act for the client where necessary by calculating, negotiation, drafting or writing letters/emails and telephoning.
Administration
• Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure Data Protection compliant training is completed on an annual basis.
• Ensure that all work conforms to the service's systems and procedures.
• Undertake admin duties as required or requested.
• Complete a register of client outcomes, monitored by the lead Citizens Advice office of the project, and provide case studies (with client consent) demonstrating outcomes of the advice interventions to the funder.
Professional development
• Keep up to date with online systems, available training materials and other resources relevant to the areas of support.
• Complete the required training to comply with quality assurance processes
• Attend relevant internal and external meetings as agreed with the line manager
• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
• Identify and implement own learning and development needs
Other duties and responsibilities
• Promote the aims, policies, and membership requirements of the Citizens Advice service.
• Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
• Be a positive ambassador for CAL.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
• Adhere to RBS security vetting and health and safety guidelines, particularly within their building.
• Attend RBS Team meetings to share knowledge and up skill Bank staff to inform them of themes, trends and emerging issues.
• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service