Benefits Adviser

This role is designed to meet the benefits advice needs of Oxford residents. The post holder will provide benefits advice including benefit checks, benefits applications, mandatory reconsiderations and appeals. Advice will be given by telephone/email, by appointment in person at our office, and to drop in clients at outreaches. A hybrid or fully remote position may be considered for the right candidate.

Role purpose: to provide an effective and efficient benefits advice service to local residents within the aims, policies and principles of the CA service.

Duties and Responsibilities

Information and advice giving

▪ Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.

▪ Use the Citizens Advice Information System to find, interpret and communicate the relevant information.

▪ Research and explore options and implications so that clients can make informed decisions.

▪ Act for the client where necessary by negotiating, drafting or writing letters and telephoning.

▪ Liaise and negotiate with other statutory and voluntary organisations to progress the client’s case and ensure they receive all assistance available.

▪ Signpost and refer internally and externally as appropriate in order to link clients into additional relevant support

▪ Ensure that all work conforms to the office systems and procedures

▪ Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

Research and Campaigns

▪ Submitting regular evidence forms and taking action when required.

Professional development

▪ Keep up to date with legislation, policies and procedures and undertake appropriate training.

▪ Read relevant publications.

▪ Attend relevant internal and external meetings as agreed with the line manager.

▪ Assist with Service initiatives for the improvement of services.

Administration

▪ Use IT for statistical recording, record keeping and document production

▪ Ensure that all work conforms to office systems and procedures.

▪ Provide statistical information on the number of clients and nature of cases as requested.

▪ Keep up to date with policies and procedures relevant to work and undertake appropriate training.

Other duties and responsibilities

▪ Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.

▪ Demonstrate commitment to the aims and policies of the Citizens Advice service.

▪ Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.

For the full job pack and details of how to apply please visit: www.caox.org.uk/jobs