Information, Advice and Guidance Officer
Skills Centre and Acorn House Central Milton Keynes and other locations as required
Full-time
Listed today
Information, Advice and Guidance Officer ISAP/Works for Us Project Job Description Job Title Location Reports to Band Information, Advice and Guidance Officer Skills Centre and Acorn House Central Milton Keynes and other locations as required Works for Us Team Manager 3B This job description is a guide to the work that you will initially be required to undertake. It may be altered from time to time to meet changing circumstances. Main purpose of post: The IAG Officer will • • • • • • • • • Work with the Works for Us Team Manager to ensure efficient and effective delivery of a reliable, high quality, multi-channel service that is available to people living in Milton Keynes, and who seek to improve their skills, access employment-focused training, and other personal development activities. Work with the Team Manager to support the delivery of these services direct to the public, via at our central Skills Centre and outreaches in partnership with other agencies and corporate companies. This will include group workshops, 1:2:1 face-to-face advice as well as support delivered by phone, via email and web chat. Be able to adapt to fast changing priorities and comply with all quality standards and contract expectations under the Matrix and AQS scheme, to ensure a high quality of in-depth employability advice and guidance. Support clients to build essential life skills, explore training opportunities to prepare for and further their long-term career interests. Evaluate and improve practices to ensure we continue to meet the needs of local people, including the most vulnerable in society Where appropriate, provide advocacy and representation to clients on matters affecting their employment prospects or personal development. Develop and maintain strong working relationships with colleagues across all levels of Citizens Advice Milton Keynes, and beyond To provide specialist support and assistance to colleagues, contributing to a collaborative and supportive working environment. Assist the Team Manager in documenting success stories and collecting feedback to showcase accomplishments, which can be shared with potential funders to promote the impactful work being achieved. April 2026 Information, Advice and Guidance Officer ISAP/Works for Us Project Key Responsibilities: Information, Advice and Guidance • • • • • • • • • • • • • • • • Deliver confidential advice and support to clients as part of the Specialist Employment Service at Citizens Advice Milton Keynes. Provide tailored vocational guidance and career coaching, supporting clients to build self- awareness, confidence, and motivation. Demonstrate a commitment to continuous professional development, including the use of modern tools and technologies. Support clients to understand the impact of developments such as AI in recruitment, and how these can be used effectively as part of their job search toolkit. Conduct client assessments to identify individual needs, using a range of diagnostic tools such as skills inventories, interest guides, and ability or personality assessments, and develop personalised action plans. Keep up to date with relevant initiatives, labour market trends, and service information, sharing updates with colleagues as appropriate. Support clients to access appropriate services offered by Citizens Advice Milton Keynes, the Works for Us Service, and partner organisations. Manage a caseload of clients, providing regular follow-up support through face-to-face meetings, email, telephone, or video calls to track progress and monitor outcomes. Enable clients to explore and realistically consider self-employment opportunities. Undertake outreach work at agreed community locations, and attend external meetings, provider forums, and job fairs. Build and maintain effective relationships with providers of employment, volunteering, and training opportunities. Operate effective referral procedures, signposting clients to relevant external agencies (e.g. government services, training providers, specialist organisations), and advocate on their behalf where appropriate. Support clients to maximise income through the take-up of appropriate benefits. Assist clients with related issues where these form part of their wider circumstances, referring to specialist advisers or services as needed. Research options and explain implications clearly, enabling clients to make informed decisions. Maintain accurate and up-to-date case records using the Works for Us database and Casebook system, supporting continuity of service, monitoring, and reporting. Regularly review cases, ensuring all key actions, deadlines, and outcomes are effectively managed. April 2026 Information, Advice and Guidance Officer ISAP/Works for Us Project • Ensure all casework complies with Citizens Advice standards, including the Office Manual, QAA requirements, and Matrix Standards and AQS Quality Mark. Assistance with work, training, and volunteer related skills • • • • • • • Deliver group sessions aimed at building employability skills and maintaining knowledge within the wider team of facilitators, advice staff and colleagues. Provide assistance with one-to-one, small groups and sessional activities utilising work, training and volunteer related resources including job applications, C.V.s & interview skills. Build up and maintain knowledge of information resources on education, volunteering, training, and work in order to signpost clients to the information they need. Collect, update, and produce information on local opportunities or in a particular employment sector. Assist volunteers with obtaining appropriate information and resources, and ensuring all information is kept up to date whilst maintaining the information bank. Develop in-house resources to support the client group. Maintain a supportive environment for clients. Research and Campaigns • • • Provide statistical information on the number of clients and nature of cases and provide regular reports to the R+C Coordinator and Team Manager when appropriate. Assist with research and campaigns work by identifying suitable cases that demonstrate injustice or unfairness and refer to the R&C Coordinator Monitor advice enquiries, contributing to research and campaign projects locally, and across the Citizens Advice network Professional development • • • • To ensure through reading, training, and consultancy, that your own level of knowledge is up-to- date and that this is disseminated as appropriate To identify your own training needs in conjunction with the Team Manager and be prepared to undertake appropriate training in line with the learning and development plan Deliver training (internally and/ or externally), either through formal training sessions, or ‘on the job’ coaching to colleagues. Keep up to date with policies and procedures relating to advice and guidance work and undertake appropriate training. April 2026 Information, Advice and Guidance Officer ISAP/Works for Us Project • • Attend relevant internal and external meetings in agreement with the Works for Us Team Manager. Prepare for and attend supervision sessions/staff meeting as appropriate. Public relations • • • Organise & attend marketing events and exhibitions to promote the service. Provide presentations to appropriate social and community groups to raise awareness of opportunities. Maintain close liaison with relevant external agencies. Other duties and responsibilities • Provide information, advice, and guidance assistance on internal training courses Carry out any other tasks that may be within the scope of the post to ensure the • effective delivery and development of the service. • • Demonstrate 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. April 2026