England, United Kingdom
Wales, United Kingdom
£11,253 actual per annum (plus London allowance if applicable)
Contract, Until 30th June 2023, Part-time
Job description

Referral Support Officer, EYST Multilingual​ Helpline

Department: Wales

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under- represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

We have a vacancy within our Wales team for a 0.5 FTE Referral  Support Officer. This role is funded by the Lottery until 31 June 2023.   

Based in the Wales Partnerships Team, we are looking for a proactive and dedicated person with great attention to detail. The Referral Support Officer’s priority will be to support and increase referrals from the Ethnic Minorities & Youth Support Team (EYST’s) Multilingual Helpline into our advice services. You will also gather feedback on barriers to access as part of our organisational commitment to actively promote equity, diversity and inclusion. 

In this role you will draw together good practice on how we reach out to Black Asian and Minority Ethnic people in Wales who need advice. You will also gather and share information on how best to make onward referrals to the wider network of local Citizens Advice offices and quality assured advice providers. 

You will be an excellent communicator with an ability to establish effective working relationships with people across a range of organisations and differing business cultures. You will have a proven ability to influence and negotiate with external and internal stakeholders, and the ability to understand, explain and work within standardised processes e.g. referral systems.

Our commitment to flexible working extends to where we work. As Covid restrictions ease, Citizens Advice are moving towards a permanent mix of office and home based working which will give much more choice to staff, while still maintaining the best of collaborative working.

The National Citizens Advice Operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Please note, in the event of a high number of applications, we reserve the right to close the application early. 

Refreshed on: 28 October 2021
Closed date: 02 November 2021
Job ref: 001253
Tags: Communications, PR, Operations