About Us

We give people the knowledge and confidence they need to find their way forward - whoever they are, and whatever their problem. Our local office is part of the national Citizens Advice charity and network offering confidential advice online, over the phone, and in person, for free.

We are expanding our advice team and looking for people who share our values and are looking for a career in advice services. If you're a responsible, innovative and generous person with a passion for helping people and the community then you could be just the person we'd be excited to welcome you to our team here at Citizens Advice RCT.

We’re here to give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. 

We are a proud member of the Disability Confident employer scheme, to find out more please click the link below:

https://www.gov.uk/government/collections/disability-confident-campaign

About you

You're a compassionate problem solver, willing to learn, and have good communication skills. You're committed to being part of a high-quality service, empowering others through clear, practical advice. You excel at building trust, handling sensitive issues with care, and navigating complex information confidently. You're organized and proactive, with attention to detail and empathy.

Familiarity with social welfare, money advice, or community support services is a plus but above all, you're driven by a passion to make a real difference. Our Advice Academy offers a fully rounded training package that will support individuals to have the ability to cover a wide range of advice issues.

About the job

Pay Scale: £23,493 - £24,500 pro rata

Locations: Pontypridd, Mountain Ash and Hybrid

An adviser role could cover a number of projects; which could include working on a helpline or within our community.

Staff benefits include:

• 5% Employer Matched Pension Contribution
• 25 Days Annual Leave, plus Bank Holidays (FTE)
• Long Service Leave
• 24/7 Employee Assistance Programme including Virtual GP Service
• Payroll Savings Scheme (with Dragon Savers)
• Discounted RCT Leisure for Life Gym Membership (for you + one other)
• Flexible Working Opportunities
• Family and Carer Friendly
• Enhanced sickness, maternity, paternity and shared parental leave policies

We'd also welcome you to contact us to hear more about our service or speak to different team members ahead of applying. We reserve the right to close applications early. Screening or panel interviews will take place following shortlisting, and could be in-person or online.

Please be aware that Citizens Advice RCT is not a sponsoring organisation. Therefore, the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently. 

About the role

Advice Giving

• Undertake all aspects of advice service delivery including face-to- face, webchat and email, telephony helpline services, scheduled appointments and initial checks, as per the project requirements.

• Interview clients appropriately adopting either an assessment, generalist or project advice model as agreed and 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 systems and other sources to find, interpret and communicate the relevant information.

• Carry out comprehensive benefits checks and better-off calculations, exploring eligibility within the range of available state and local entitlements.

• Assist clients through benefit claims and challenges including form filling.

• Identification of emergency issues and advice on how to move forward with those emergency issues including determination of whether a crisis referral is needed.

• Identification and assessment of eligibility for grants and other support, including use of online referral and application tools, such as to local foodbanks.

• For national clients; progressing their needs through appropriate referral or signposting to local Citizens Advice or other agencies for more localised support, projects or grants that may be available, considering client capability.

• For local clients; progressing their needs through appropriate referral or signposting and local pathways for specialised support or projects that may be available, considering client capability.

• Ensuring that all work conforms to CARCT’s Office Manual and applying all policies at the appropriate level.

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

• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning other support agencies or partners.

• Negotiate with third parties such as statutory and non-statutory bodies as appropriate for optimum client outcome.

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

• Perform against set quality standards within project guidelines and the wider Quality of Advice review and assessment guidance.

• Carry out and/or comply with Independent File Reviews and Case Reviews as required by the project, regulator and/or Office Manual within prescribed time limits.

• To ensure personal contribution is on profile to deliver against individual and collective targets.

• If trained, participate in screening, campaigns, and programmes.

Research and Campaigns

• Alert other staff to local and national issues.

• Make sure Research and Campaigns contributions is quantified as per the requirements set out within the Office Manual.

• Assist with preparation of social policy reports and contribute towards evidence building, case studies, demonstratable client outcomes and success stories.

• Attend external liaison meetings as appropriate.

• Provide statistical information as required.

• Contribute to the development and awareness of internal Research and Campaigns meetings and work.

Professional Development

• Keep up to date with legislation, case law, policies and procedures relating to advice work and undertake appropriate training.

• Read relevant publications and newsletters.

• Liaise with a range of partner organisations to ensure optimum publicity for the organisation and to promote attendance at training and awareness events, forums, panels and other meetings.

• Prepare for and contribute to supervision and support meetings, project and team meetings, and management team meetings as appropriate.

• Assist with initiatives and innovation for the improvement of services.

• Identify training opportunities for yourself.

Public Relations

• Liaise with statutory and non-statutory organisations and attend relevant internal and external meetings and events as agreed.

• Deliver, as required, training on topics that fall within areas of expertise.

• To assist where possible in the generating of additional income for the organisation and contribute towards business development.

• Maintain good relations with outreach venues and actively seek out new partnerships and venues as required.

• Assist, where relevant, in Social Media and online activity for the service.

Volunteers

• Help and support volunteers where appropriate, including to assist in the development, training, and progression of volunteers.

• Assist with the promotion of volunteer recruitment, events, and activities.

Administration

• Make efficient use of the admin resources to maximise client focus.

• Use IT for statistical recording, record keeping and document production in accordance with relevant policies and information assurance compliance.

• Ensure that all work conforms to the organisations systems and procedures.

• Provide statistical information on the number of clients and nature of cases.

• To ensure that cases are recorded on Casebook within 5 working days of the relevant action or activity, or sooner in accordance with project guidelines.

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.

• Contribute towards quarterly and annual reports.

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

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

• Deliver remote and lone work as necessary in accordance with CARCT policy, such as to carry out home visits or work within the community.

• Fully meet the mobility requirement to deliver advice on a peripatetic basis (where required and asked to do so), such as across multiple office locations, and within community settings and partner venues.

• Carry out other tasks, cover other functions and roles, commensurate with your skills and experience on request.

• Act as support, supervisor and peer mentor to those in training.

• Deliver targets as agreed and to funders expectations.