Caseworker

Hours: 37 hrs per week Monday to Friday

Location: Norwich

Responsible to: Locality Manager

Salary: £26,225 per annum

Annual Leave: 20 days plus bank holidays and 5 office closure days (3 at Christmas and 2 in Summer)

This position is funded for 12 months and continuous service will be reviewed then.

Norfolk Citizens Advice seeks a dedicated Caseworker to join our team. 

We invite talented individuals who share our visions and values to apply for this rewarding opportunity.

The Role:

You will offer advice and guidance to clients via phone, email and webchat on various issues clients face such as relationships, housing, benefits etc. 

By leading with empathy and respect you will support our clients in delivering high-quality advice. This is a rewarding opportunity to give back and help others.

Main Responsibilities:

·      Manage referrals from partner agencies primarily Carer’s Matters

·      Support our clients in delivering high-quality benefits advice via phone and email

·      Follow AQS (Advice Quality Standards)

·      Meet assigned targets

·      Maintain accurate and up-to-date systems

·      Conclude all cases promptly and appropriately

·      Responsible for generating reports

What we’re looking for:

·      Basic benefits knowledge

·      Interpersonal skills for diverse audiences

·      Strong IT and organisational skills

·      Time management and meeting deadlines

·      Strong written and verbal communication skills

·      Digital rapport building skills

·      Good telephone manner

·      Driving licence and car desirable

We are a strong supporter of equality, diversity and inclusive practices.

We offer our staff:

25 days annual leave (inc office closure days) plus bank holidays (pro-rata)

4.5% employer pension contribution

Employee Assistance Programme including retail discounts, and access to special offers

Comprehensive induction and training to become an accredited Adviser

Ongoing support and professional development

Opportunity for flexible working

 Full training will be given

 Satisfactory clearance of a Disclosure and Barring Service check (DBS) is required.

The above may be subject to alteration from time to time according to any changes in service delivery, politics or priorities. Any such changes will be carried out following consultation with all parties involved.

The closing date for applications will be the end of business day 13th of May 2024. (we reserve the right to close this early should we need to)