HSB Generalist Caseworker
| Posting date: | 18 July 2025 |
|---|---|
| Salary: | £24,829 to £29,880 per year |
| Hours: | Full time |
| Closing date: | 22 July 2025 |
| Location: | Greater Manchester, North West England |
| Remote working: | Hybrid - work remotely up to 4 days per week |
| Company: | Citizens Advice SORT Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
We’re a forward-thinking charity delivering high-quality advice and support to thousands of people across Stockport, Oldham, Rochdale and Trafford every year. Our work helps people find a way forward, from benefits and debt to housing, energy, and more.
We’re excited to work with National Citizens Advice on this new pilot project, supporting vulnerable customers referred directly by a major High Street Bank when the bank can no longer help. You’ll contact clients and provide holistic, remote advice, mainly around general welfare benefits, with support on issues like debt, housing, and energy.
While advice experience is ideal, we welcome applicants from other support backgrounds and will provide full training.
We welcome applications from all backgrounds and are especially keen to hear from people with disabilities and those from Black, Asian and Minority Ethnic communities, who are currently under-represented in our team.
Location: Hybrid - Mostly working from home with some office attendance.
Hours: Full time & Part time available (total 1.8 FTE/63 hours)
Salary: £24,829- £29,880 dependent on experience
Interview date: TBC
Please find more information in our Job Pack here (https://docs.google.com/presentation/d/1mt6QUEbgxvy79UwES2-gRms1_8h3Z-O5AM33BHADETc)
Deadline to apply is midnight 22nd July 2025
Essential criteria
Experience of delivering welfare benefits advice, generalist advice, or relevant support work (e.g. housing, casework, social care, or mental health)
Excellent communication skills, with the ability to explain complex issues clearly and sensitively.
Able to manage a caseload independently, work to deadlines, and prioritise effectively.
Strong IT skills and willingness to learn new digital tools and systems.
Committed to working within safeguarding frameworks and upholding client confidentiality.
A proactive, compassionate approach to working with vulnerable individuals.
Commitment to continuous learning and personal development.
Able to work independently and as part of a team in a hybrid environment.
A strong alignment with our organisational values.
Desirable
Citizens Advice Generalist Adviser training or evidence of working towards this or other equivalent experience.
Knowledge of debt, housing, or energy issues.
Familiarity with referral-based projects or partnership delivery models.
Lived experience or previous work with communities affected by disadvantage or vulnerability.
Understanding of the importance of equity, diversity, and inclusion in service delivery.
Advice & Casework
Provide high-quality, holistic advice and casework to vulnerable clients referred directly from a High Street Bank, primarily around general welfare benefits but also covering related areas such as debt, housing, energy, and employment.
Make initial contact within 2 working days of referral and maintain regular client contact throughout the case.
Act on clients’ behalf where needed (e.g. completing forms, liaising with agencies, drafting letters).
Use secure systems and AI-supported tools to manage caseload, record actions, and support clients effectively.
Work with internal and external services to ensure joined-up support and smooth referrals.
Administration Reporting and Public relations
Maintain accurate, timely case records in line with Citizens Advice standards.
Use case management systems for data capture, quality assurance, and impact reporting.
Contribute to performance reports and service evaluations as required.
Represent the service positively in liaison with bank partners and external agencies.
Research and campaigns
Feed anonymised client evidence into the organisation’s policy and campaigns work, helping to influence systemic change.
Professional and personal development
Keep up to date with relevant legislation, policy, and best practice across advice areas.
Take part in training and reflective practice, supported by a named supervisor.
Engage in regular one-to-ones, team meetings and organisational learning opportunities.
The business is a fast-moving organisation and therefore any colleagues duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.
This job description does not constitute terms and conditions of employment. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.
We truly value our colleagues - and we show that in what we offer you. We have a range of flexible working arrangements and generous 30-day leave entitlement.
We also offer a perks package including great discounts at high street brands and a employer contributed pension scheme.
We also offer numerous learning and development opportunities, an Employee assistance programme and even a corporate membership to Headspace, the wellbeing and meditation app.
Read more about our rewards in our colleague benefit package. https://docs.google.com/document/u/1/d/1fHZGI9nZN5zYQVhIwDfbY23W6neLIuT5UbOWtGpEcj8
We’re excited to work with National Citizens Advice on this new pilot project, supporting vulnerable customers referred directly by a major High Street Bank when the bank can no longer help. You’ll contact clients and provide holistic, remote advice, mainly around general welfare benefits, with support on issues like debt, housing, and energy.
While advice experience is ideal, we welcome applicants from other support backgrounds and will provide full training.
We welcome applications from all backgrounds and are especially keen to hear from people with disabilities and those from Black, Asian and Minority Ethnic communities, who are currently under-represented in our team.
Location: Hybrid - Mostly working from home with some office attendance.
Hours: Full time & Part time available (total 1.8 FTE/63 hours)
Salary: £24,829- £29,880 dependent on experience
Interview date: TBC
Please find more information in our Job Pack here (https://docs.google.com/presentation/d/1mt6QUEbgxvy79UwES2-gRms1_8h3Z-O5AM33BHADETc)
Deadline to apply is midnight 22nd July 2025
Essential criteria
Experience of delivering welfare benefits advice, generalist advice, or relevant support work (e.g. housing, casework, social care, or mental health)
Excellent communication skills, with the ability to explain complex issues clearly and sensitively.
Able to manage a caseload independently, work to deadlines, and prioritise effectively.
Strong IT skills and willingness to learn new digital tools and systems.
Committed to working within safeguarding frameworks and upholding client confidentiality.
A proactive, compassionate approach to working with vulnerable individuals.
Commitment to continuous learning and personal development.
Able to work independently and as part of a team in a hybrid environment.
A strong alignment with our organisational values.
Desirable
Citizens Advice Generalist Adviser training or evidence of working towards this or other equivalent experience.
Knowledge of debt, housing, or energy issues.
Familiarity with referral-based projects or partnership delivery models.
Lived experience or previous work with communities affected by disadvantage or vulnerability.
Understanding of the importance of equity, diversity, and inclusion in service delivery.
Advice & Casework
Provide high-quality, holistic advice and casework to vulnerable clients referred directly from a High Street Bank, primarily around general welfare benefits but also covering related areas such as debt, housing, energy, and employment.
Make initial contact within 2 working days of referral and maintain regular client contact throughout the case.
Act on clients’ behalf where needed (e.g. completing forms, liaising with agencies, drafting letters).
Use secure systems and AI-supported tools to manage caseload, record actions, and support clients effectively.
Work with internal and external services to ensure joined-up support and smooth referrals.
Administration Reporting and Public relations
Maintain accurate, timely case records in line with Citizens Advice standards.
Use case management systems for data capture, quality assurance, and impact reporting.
Contribute to performance reports and service evaluations as required.
Represent the service positively in liaison with bank partners and external agencies.
Research and campaigns
Feed anonymised client evidence into the organisation’s policy and campaigns work, helping to influence systemic change.
Professional and personal development
Keep up to date with relevant legislation, policy, and best practice across advice areas.
Take part in training and reflective practice, supported by a named supervisor.
Engage in regular one-to-ones, team meetings and organisational learning opportunities.
The business is a fast-moving organisation and therefore any colleagues duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.
This job description does not constitute terms and conditions of employment. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.
We truly value our colleagues - and we show that in what we offer you. We have a range of flexible working arrangements and generous 30-day leave entitlement.
We also offer a perks package including great discounts at high street brands and a employer contributed pension scheme.
We also offer numerous learning and development opportunities, an Employee assistance programme and even a corporate membership to Headspace, the wellbeing and meditation app.
Read more about our rewards in our colleague benefit package. https://docs.google.com/document/u/1/d/1fHZGI9nZN5zYQVhIwDfbY23W6neLIuT5UbOWtGpEcj8
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.