Citizens Advice Specialist Support Officer

Location: Remote or at Royal Bank of Scotland Plc (RBS), Stephenson Way, Wavertree Technology Park

About the Role

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

Requirements:

• Experience of delivering generalist advice within Citizens Advice or another quality assured environment such as AQS.
• Good IT knowledge with an ability to support delivery of advice
• Experience of using interpersonal skills, including sensitive listening and questioning skills to understand the needs of others, over the phone.
• Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Effective oral and written communication skills.
• Ability and willingness to work both on own initiative and as part of a team.
• Understanding of the issues affecting society and their implications for clients and service provision.
• Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.

About us

Citizens Advice Liverpool (CAL) are being funded by Nat West Group to provide general advice by telephone for customers seeking this help. This general advice is confidential and independent of the Nat West (Banking) Group.

The post holder would be based at their RBS office for 4 days between the hours of 9am -5pm, providing telephone advice, and there would be 1 day based at a CAL office for writing up notes and any follow up work.

Where it is not possible for the SSO to work at the RBS office, the SSO would work at home or a CAL office, again providing telephone advice for these customers.