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Generalist Adviser

Permanent, (Full time)

Citizens Advice Merton and Lambeth (CAML) is the leading advice charity supporting individuals and families across the London boroughs of Lambeth, Merton and beyond. We provide a range of information, support and advice services. We also work to raise awareness and understanding of the challenging issues affecting our clients and communities.

We are looking for an accredited Generalist Adviser to provide comprehensive advice and support to clients in Lambeth. If you have at least one year’s post certificate training, passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you.

The successful candidate will have excellent interpersonal skills and be able to work flexibly with clients. You will be meticulous in your work, especially when supporting clients and maintaining case records for continuity of follow up advice and casework. You will also be very well informed with regards to legislation, case law and policy changes relating to debt and benefits.

You must be prepared to work flexibly, currently due to the Covid-19 Pandemic, work will be home based until a time when our offices (Mitcham, Morden and Streatham Hill) and outreach venues re-open. Our offices have excellent public transport links and Mitcham also has a carpark. We offer a friendly and welcoming work environment and can provide flexible work opportunities dependent on service demands.

Main duties and responsibilities (Generalist Adviser)

• Provide comprehensive advice in all subject areas in line with Citizens Advice requirements. This will be mainly be in Welfare Benefit, Debt and Employment

• To support clients complete EU Settlement Status applications (up to OISC level 1)

• Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor approach to advice accordingly

• Follow-up on actions relating to cases as appropriate

• Identify and escalate serious problems, including safeguarding, appropriately

• Ability to work to own initiative within a team environment. Work closely with service colleagues and wider CAML team

Monitoring Quality and Case Recording

• Ensure all client engagement and support is comprehensively and accurately recorded

• Review your work, and monitor quality standards, as per the Citizens Advice quality framework

• Work with your line manager, Head of Advice Services and charity colleagues to develop and improve services, and your own standards.

Other Duties and Responsibilities

• With wider charity team and other organisations, ensure clients are supported with related advice issues

• Ensure all work is fully compliant with our policies and procedures and Citizens Advice Quality Standard

• Assist and contribute to the charity’s communications, research and campaigns work

• Maintain positive working relations with our stakeholders

• Professionally represent Citizens Advice Merton and Lambeth

• Other duties as requested by Head of Advice Services and Chief Executive

Professional Development

• All our team receive comprehensive induction to the charity and our work. We support Advisers in their professional development to ensure we’re up to date with recent legislation, case law, policies and procedures relating to benefits and debt and undertake appropriate training as agreed with your line manager.

Person Specification

• Generalist Adviser certificate (Citizens Advice or equivalent) – Essential

• Debt accredited or willing to train up within 9 months of role starting – Essential

• OISC Level 1 Immigration certificate or to complete training up to OISC Level 1

• Experience of using client management databases (we use Casebook) – Essential

• Ability to prioritise work, meet deadlines and manage caseload – Essential

• Excellent communication skills (verbal and written) - Essential

• IT competency and experience – Essential

• Ability and willingness to work as a team – Essential

• Understanding of and commitment to the aims and principles of Citizens Advice service – Essential

Terms and Conditions

Full time, 37.5 hours (5 day week)

Contract: Permanent

Base location: Charity offices and outreach (but currently home working owing to Covid-19)

Salary: £26,000 per annum

Annual Leave: 25 days, Charity Day, plus public holidays

Pension: The charity operates a group pension scheme

Child Care Vouchers

Employee Assistance Programme

If you’re interested in the role and joining us, we would be delighted to hear from you. The Application form and Guidance notes can be found at

Please send the completed application form (together with equality monitoring information) to recruitment@.uk (please note we will not consider CVs for this role). If you wish to confidentially discuss the role with Karen Brunger, our Head of Advice Services, please email Karen on recruitment@.uk in the first instance.

The deadline for applications is 6pm, Sunday, 14th February, 2021. Interviews will take place via Zoom on Wednesday 17th and Thursday 18th February 2021. If you do not hear from us, we are afraid your application was unsuccessful.

We look forward to hearing from you.

We are registered with the Information Commissioner's Office and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. Please refer to our online Privacy Policy at .uk for more information on how your personal data will be processed and stored.

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