Thank you for your interest in working at Citizens Advice Mid Mercia. The following
information should give you all that you need to apply for this role and an idea about
what it means to work at Citizens Advice.

JOB TITLE: Trainee Generalist Adviser

Salary: £23,810 pa

Hours of Work: 37.5 hours per week – Monday to Friday 9:00 – 17:00

Location: Citizens Advice Mid Mercia – providing support across offices in Church
Gresley, Derby City, and Tamworth; and includes possible remote working

Status: Fixed-term employment contract until 31st December 2025 – possible
extension subject to funding

Start Date: As soon as possible

Positive Employment

A criminal record will not necessarily be a bar to you being able to take up the job.

We welcome applications from people with disabilities.

Our CORE values

Communicate: We will be consistent, positive, passionate, and listen.

Ownership: We will be accountable, make a difference, meet deadlines, keep
promises and have solutions.

Respect: We will be honest, work with integrity, trust each other, be fair, tolerant and
stand for equality.

Effective: We will deliver quality, focus on detail and be professional.

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Overview of Citizens Advice Mid Mercia

Citizens Advice Mid Mercia is an independent member of the Citizens Advice
network, which is made up of the national charity and a network of local Citizens
Advice members.

Citizens Advice Mid Mercia delivers free, impartial, independent and confidential
advice, training, peer support and advocacy services. Services are delivered across
South Derbyshire, Derby City, East Staffordshire (Burton-upon-Trent and Uttoxeter)
and Tamworth.

Citizens Advice Mid Mercia has over 60 members of staff and many volunteers
delivering services from four main offices and community venues.

The Role

The role will be based within our Core Advice service initially with the expectation
that the successful applicant may work under other projects or services based within
Citizens Advice Mid Mercia (CAMM). This means that we may second you for short
to medium periods of time in order to support the work of CAMM and potential
opportunities once fully trained.

You will support people in South Derbyshire, Derby City, East Staffordshire,
Tamworth and surrounding areas by:

Providing advice on the full range of generalist enquiry areas, in particular


Welfare Benefits and Debt, maintaining Citizens Advice quality standards and
achieving performance targets.

Providing support to clients with a clear plan of action to enable them to act


for themselves and to advocate for those who need practical assistance to progress
their case.

Producing detailed case records on our CRM for the purpose of continuity of


casework, statistical monitoring and report preparation.

Providing dedicated support to specific teams and projects within the


organisation, as required.

You will be trained to give advice across channels including face-to-face, telephone,
email and web chat. The mix of channels will vary depending on local office working
but is likely to consist of mostly telephone and digital at this time. You will receive
accredited advice-level training within 12 weeks of starting your employment, with
further specialist level training to follow.

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Role profile

Training

To attend and successfully complete appropriate training to advice level


followed by specialist training.

Keep up to date with legislation, case law, policies and procedures relating to


advice, and attend appropriate training; including reading relevant publications.



To identify and develop your own learning opportunities.

Assessments


Identify key information about the problem including time limits, key dates and
requirements for urgent advice or action (using the Adviceguide website, scripts and
any other diagnostic tools as necessary).


Assess and agree the appropriate level of service, taking into consideration
the client’s ability to take the next step themselves, the complexity of the problem
and the organisation’s resources.

Refer clients appropriately (both internally and externally) to suit clients’ needs


following agreed protocols, including planning and informing clients of what to
expect.

Record information given during an assessment interview onto case record


screens.

Assess client’s problem(s) using sensitive listening and questioning skills,


signpost clients appropriately to suit their needs, following agreed protocols.

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 AdviserNet website 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 calculating, negotiating, drafting or


writing letters and telephoning.

Negotiate with third parties such as statutory and non-statutory bodies as


appropriate.

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Ensure that all work conforms to the organisation’s office manual and the


Advice Quality standard / Legal Aid Agency’s Quality Mark / other funding
requirements, as appropriate.

Ensure that work reflects and supports the Citizens Advice service’s equality


and diversity strategy.

Maintain detailed case records for the purpose of continuity of casework,


information retrieval, statistical monitoring and report preparation.

Research and Campaigns

Assist with research and campaigns work by providing information as


appropriate.





Alert clients to research and campaign options.

Professional Development

Keep up to date with legislation, policies and procedures and undertake


appropriate training.

Administration



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

Prepare for and attend supervisor session/team meetings/staff meetings as


appropriate.


Use IT for statistical recording of information relating to research and
campaigns and funding requirements, record keeping and document production.



Ensure all work conforms to the organisation’s systems and procedures.

Other



Complete required training to comply with quality assurance processes.

Carry out any task that may be within the scope of the post to ensure the


effective delivery and development of the service.

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Person Specification

Essential

Ability to work on own initiative and willingness to improve the service by


working closely with supervisor.

Understanding of the issues affecting society and their implications for clients


and service provision.

Proven understanding of equality and diversity and its application to the


provision of advice.

Ability to give and receive feedback objectively and sensitively and willingness


to challenge constructively.

Ability to use sensitive listening and questioning skills to get to the root of the


issues and empower clients, whilst maintaining structure and control of meetings
with them.

Proven ability to research, analyse and interpret complex information, produce


and present clear reports verbally and in writing.



Ability to understand statistics and check accuracy of calculations.

Ability to monitor and maintain own standards, and manage time effectively


for the purpose of advice assessment.


Ability to work within guidelines, protocols and procedures, and a commitment
to continuing professional development, including a willingness to learn and develop
knowledge and skills in main enquiry areas.

Takes ownership of delivering high quality work that adheres to QAA


standards and to work with the supervisor to rectify any fall in targets or quality
performance.

Understanding of and commitment to the aims and principles of the Citizens


Advice service and its equality and diversity policies.







Ability to drive and/or willingness to work across all sites.

A willingness to work evenings and weekends as required.

Adhere to the organisation’s CORE values.

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Want to chat about this role?

If you want to chat about the role further, you can contact Matthew Fletcher by
emailing mfletcher@citizensadvicemidmercia.org.uk or calling 07889 087511.

In accordance with Citizens Advice national policy, the successful candidate may be
screened by the DBS.

Probation Period

9 months – with possible extension if performance review is required.

Benefits

28 days annual leave plus bank holidays pro rata.

Up to 5% pension contribution.

In line with government and health regulation and changes, we regularly update our
COVID-19 safety measures within the offices, for our services, and for enabling staff
to work from home.

TO APPLY

Please visit our website for instructions on how to apply
https://www.citizensadvicemidmercia.org.uk/vacancies/

For any questions: staff@citizensadvicemidmercia.org.uk

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