Warm Homes Network Adviser
Warm Homes Network Adviser
RESPONSIBLE TO: Service Delivery Manager
PLACE OF WORK: Liverpool Innovation Park and from home (up to 3days per week)
SALARY: £28,300 per annum
HOURS OF WORK: 35 per week
JOB TYPE: Permanent
Requirements
Desirable
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Previous general advice experience within Citizens Advice or another quality assured environment such as AQS
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Previous experience providing general housing advice, supported by a working knowledge of recent housing legislation and reforms, including the developments introduced through the Renters' Rights Act.
Essential
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One years experience providing Benefit Advice. Ability to complete independent benefit checks and demonstrate previous experience delivering benefit applications within a quality assured advice environment
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Good IT knowledge with an ability to support delivery of advice
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Ability to support and encourage others in using online systems and resources to enable them to self-help.
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Experience of using interpersonal skills, including sensitive listening and questioning skills to understand the needs of others, over the phone, virtually, faceto-face or in outreach locations.
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Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
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Understanding of barriers individuals have to accessing CAL’s services.
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A good, up to date, understanding of equality and diversity and its application to the provision of advice.
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Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
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Effective oral and written communication skills.
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Ability and willingness to work both on own initiative and as part of a team.
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Willingness to learn and develop skills and be flexible with service delivery.
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Understanding of the issues affecting society and their implications for clients and service provision.
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Ability to assist with research and campaigns works by providing information about clients’ circumstances.
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Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.
About Us
Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. We depend on a workforce of paid staff and over 120 trained volunteers. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023.
CAL have achieved accreditation with the Workplace Wellbeing Charter, showing we are committed to improving the health and wellbeing of our workforce. We've also gained an award for outstanding contribution by an employer to workplace health and wellbeing 2022 by Merseycare NHS Foundation Trust.
We've gained awards from Citizens Advice National recognising our Advising Margainalised Communities Team for championing equity, diversity and inclusion in both 2021 and 2021. We were also named volunteer team of the year in 2022.
As well as a competitive salary CAL also provides access to:
27 days annual leave plus bank holidays
Hybrid Working Scheme
Interest free travel loans
Employee Assistance Programme
Pension Scheme
Cycle to Work Scheme
Lifestyles Gym Membership (20% corporate discount)
Enhanced maternity, paternity and adoption leave pay
Job Description
Role Purpose
Warm Homes Network is a nationally delivered service provided through a partnership of Citizens Advice offices. The project aims to offer accessible telephone-based advice and support, with a particular focus on benefits and housing issues. Clients access the service through a range of referral and access channels, enabling advisers to provide timely, high-quality guidance and support to meet their individual needs.
The role involves providing comprehensive benefits advice, with a strong focus on income maximisation. Responsibilities include carrying out benefit entitlement checks, completing benefit applications, and assisting clients with mandatory reconsiderations and appeals. In addition, the service offers advice across a broad range of issues, requiring advisers to provide guidance, practical assistance, and support at a general advice level while ensuring high standards of client care and service delivery. The post holder will need to be self-motivated, organised and flexible, in delivery of advice. Successful applicant will need to be digitally aware and be able to record all client contact and outcomes as well as make referrals electronically.
Advice Giving
Deliver advice and information to clients, ensuring advice provided meets the requirements of Citizens Advice quality standards
Ensure all case recording and other record keeping is completed within agreed timescales and conforms to the Office Manual and the Advice Quality Standards
Use sensitive listening and questioning skills in order to allow clients to explain their problem(s) and to identify the next course of action.
Use a range of information sources to find relevant information then interpret and communicate this to clients.
Refer internally or to other specialist agencies as appropriate.
Act for the client where necessary by calculating, negotiation, drafting or writing letters/emails and telephoning
Research & Campaigning
Support our research and campaigns work by highlighting issues to clients, collecting case studies, data collection and client consent
Administration
Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. Ensure GDPR compliant training is completed on an annual basis.
Ensure that all work conforms to the service's systems and procedures.
Undertake admin duties as required or requested.
Professional development
Keep up to date with online systems, available training materials and other resources relevant to the areas of support.
Complete the required training to comply with quality assurance processes
Attend relevant internal and external meetings as agreed with the line manager
Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate
Identify and implement own learning and development needs
Other duties and responsibilities
If required work from a variety of Citizens Advice Liverpool outlets across the city as required over the course of the week between the hours of 9am-5pm.
Promote the aims, policies, and membership requirements of the Citizens Advice service.
Ensure all processes and procedures that relate to the responsibilities of the role are delivered with a high level of awareness of the organisation’s equality and diversity ethos and policies.
Be a positive ambassador for Citizens Advice Liverpool.
Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service
How to apply
Applications should consist of:
A completed application form (CVs will not be considered).
A diversity monitoring form completed online here.
Completed applications should be emailed to: recruitment@caliverpool.org.uk no later than 10am 17th August 2026
Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a sufficient number of applications or identify a suitable candidate.
The application timeline
Applications open: 21/07/2026
Applications close: 17/08/2026
Shortlisting held: TBC
Interviews held: TBC
Start date: ASAP
Please note that interviews will take place over Microsoft Teams