Client Services Officers (2 x posts available)

Reporting to:

Client Services Team Leader

Salary:

£23,960 - £25,021 (pro rata) (depending on experience)

Hours:

1 x 29 hours and 1 x 36.25 hours

Contract Term:

1 year with potential to extend, subject to funding

Location:

Leigh and Wigan

Purpose of Post

To provide information, advice and practical support on all social welfare and family law matters, across telephone, digital and face to face channels, maintaining clear and accurate records of client interactions.

This is a target driven role and the postholder must be able to maintain control of client interviews to ensure a speedy resolution and meet performance requirements.

The post holder will also be required to attend community events and ad-hoc advice and information sessions, some of which may be outside normal office hours.

Advice giving

• Undertake quick assessments to establish the purpose of the client contact and their ability to ‘self help’

• Use sensitive listening and questioning skills in order to understand the clients needs, adapting your approach as needed, and empowering them to take an active role in resolving their issue

• Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action

• Research and explore options and implications, relaying these to the client in an appropriate way so that they can make informed decisions

• Complete applications on behalf of clients when appropriate to do so

• Consider opportunities to maximise client income, completing benefits checks when appropriate and support clients to claim benefits, completing forms as required

• Act for the client where necessary using appropriate communication skills and channels

• Make referrals or signpost as appropriate, in order to progress the client

• Ensure that all work meets quality standards and funder requirements

• Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy

• Undertake case and outcome recording as required under CAWB, Advice Quality Standard, funder and Citizens Advice requirements

• Assist with the collection of client feedback and outcomes monitoring

• Contribute to, and assist with, the development and maintenance of local information

• Draft case studies to demonstrate the positive impact of our advice

• Identify research & campaigns issues and submit evidence forms as required

Why work with us?

• 34 days holiday each year (includes statutory holidays) - increases after 3 years

• Flexible working (outside of core hours)

• Auto enrolment pension - employers contribution increases to 5% after 2 years service

• Company sick pay (conditions apply)

• Training and on-going development opportunities

• Membership of a professional body as a requirement of your role

• Eye care vouchers

• Employee Assistance Programme, offering 24/7 confidential support, 365 days a year

• Death in service benefit payable to those who are in the Company pension scheme

• Access to a discounted health cash plan

• On-going support through regular 1-1 meetings and annual review

If you are interested in this opportunity please fill in the application form linked above and an up to date CV detailing experience and a covering letter demonstrating how you meet the criteria from the Person Specification on the job description to recruitment@cawb.org.uk.

Closing Date:

Monday 27th July 2026 (12 noon)

Interview Date:

Monday 3rd August