ENFIELD CITIZENS ADVICE BUREAUX
Unit 3, Vincent House, 2e Nags Head Road, Ponders End
Part-time
Volunteer Adviceline Assessor Role description Role Title: Adviceline Assessor Hours: 14 hours Location: Based in Unit 3, Vincent House, 2e Nags Head Road, Ponders End, EN3 7FN. About the role Key Functions What will you do? • Converse clients over the phone to explore what problems they want help with. • Assess the client’s capability and urgency of the client’s issue and their ability to deal with the problem themselves. • Find information about the clients’ problems and help them to understand their options through our public site. • Write a summary of the clients’ problems and outline next steps. • Look out for problems that are common, or are unfair, and write a short report about the problem. • Liaise with supervisors about the best course of action. • Send appointments reminders. • Photocopy or scan client documents as required. • Update internal spreadsheets and databases as required. Some examples of what you could do: • Use our public site to find the information that explains how to apply for a disability benefit and explain it to them. • Identify what steps a client can take to resolve their problem with a housing disrepair problem. • Help a client find and understand what steps they can take to deal with their rent arrears. What’s in it for you? • Make a real difference to people’s lives. • Learn about a range of issues that affect our clients such as benefits, debt, employment and housing. • Build on valuable skills such as communication, listening, marketing and advertising • Increase your employability • Work with a range of different people, independently and in a team. • Have a positive impact in your community. We will reimburse travel expenses within the boundaries of Enfield. You will need to: • Be available two days a week, one of which needs to be Wednesdays throughout October and November until early December 2024 to attend the group training • Be familiar with and have an ability to develop your skills using Microsoft Word and Excel • Be able to manage using multiple windows and online resources throughout client calls • Have excellent verbal and written communication skills • Be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection • Be willing to undertake training in your role • Be friendly and approachable • Be non-judgmental and respect views, values and cultures that are different to your own How much time do you need to give? • Two days a week 9.30am - 4.00pm for at least 6 months Valuing inclusion Our volunteers come from a range of backgrounds, and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities. If you are interested in becoming an Adviceline Assessor volunteer and need flexibility around location, time, ‘what you will do’ and how we can support you please include details in your application. How to apply: Please complete the application process on our website: https://www.citizensadviceenfield.org.uk/recruitment/
ENFIELD CITIZENS ADVICE BUREAUX
Unit 3, Vincent House, 2e Nags Head Road, Ponders End
Part-time
IT Support Volunteer Role description Volunteer Role Title: IT Support Volunteer Reporting to: Office Administrator Hours: 12 hours - Part-time Location: Based in Unit 3, Vincent House, 2e Nags Head Road, Ponders End, EN3 7FN. About the role Key Functions What will you do? • Office 365 Management: Administer and manage the organisation’s Microsoft 365 accounts, including the creation of new accounts, managing access, and troubleshooting any issues that arise. • Technical Support: Provide technical assistance to team members, troubleshooting software and hardware issues related to Microsoft 365 and other systems as needed. • Hardware Maintenance: Oversee the inventory, maintenance, and distribution of hardware (e.g., laptops, printers, routers) among team members. Ensure that equipment is functioning properly and arrange repairs or replacements as necessary. • User Training: Assist team members with Office 365 tools and applications (Outlook, Teams, OneDrive, SharePoint), helping them use these tools effectively for their roles. • Network and Security: Support the implementation and monitoring of basic network security measures, ensuring that systems are protected from potential threats. • Documentation: Create, maintain and update IT-related documentation, including user guides, hardware inventory records, and relevant management processes. • Continuous Improvement: Regularly evaluate IT systems and processes, suggesting improvements for efficiency, productivity, and security. What’s in it for you? • Gain hands-on IT experience in a charity setting. • Build on valuable skills such as communication, listening, marketing and advertising • Exposure to various IT systems and processes • Increase your employability • Work with a range of different people, independently and in a team. • Have a positive impact in your community. We’ll reimburse travel expenses within the boundaries of Enfield too. What do you need to have • Basic knowledge of IT systems, particularly Office 365 administration • Be friendly and approachable • Be non-judgmental and respect views, values and cultures that are different to your own • Ability to communicate clearly with non-technical team members • Be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection • Be willing to undertake training for your role • Organisational skills for managing tasks and documentation How much time do you need to give? • Two days a week 9.30am - 4.00pm for at least 12 months. Valuing inclusion Our volunteers come from a range of backgrounds, and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities. If you are interested in becoming an IT Support Volunteer and need flexibility around location, time, ‘what you will do’ and how we can support you please include details in your application. How to apply: Please complete the application process on our website: https://www.citizensadviceenfield.org.uk/recruitment/
ENFIELD CITIZENS ADVICE BUREAUX
Unit 3, Vincent House, 2e Nags Head Road, Ponders End
Full-time
Trustee Role description Volunteer Role Title: Trustee Hours: N/A Location: Office based in Unit 3, Vincent House, 2e Nags Head Road, Ponders End, EN3 7FN. About the role Key Functions What will you do? • Maintain an awareness of how the local Citizens Advice is operating • Read papers for board meetings and attend 5 meetings per year • Work on specific projects with other trustees or staff within the local Citizens Advice to further the strategic objectives of the local Citizens Advice • Take an active discussion during board meetings and work with other trustees to: o Set policy and strategy direction, set targets and evaluate the performance of the local Citizens Advice o Monitor the financial position of the local Citizens Advice ensuring that it operates within its means and objectives, ensuring that there are clear o Ensure that all the finances and supporting financial control systems of the local Citizens Advice are in order including that full financial records are kept for all transactions, that money is only spent for the purpose given, and that proper financial controls are in place to safeguard the organisation’s resources o Monitor the financial position of the local Citizens Advice ensuring that it operates within its means and objectives, ensuring that there are clear lines of accountability for day-to-day financial management o Seek the views of all sections of the community and monitor how well the service meets the needs of the local community o Ensure that the service plans for the recruitment and turnover of staff and volunteers o Review its own work and how effectively it operates including action for improvement What’s in it for you? • make a real difference to people’s lives • learn about a range of issues that affect our clients such as benefits, debt, employment and housing. • build on valuable skills such as communication, listening, marketing and advertising • increase your employability • work with a range of different people, independently and in a team. • have a positive impact in your community. And we’ll reimburse travel expenses within the boundaries of Enfield too. What do you need to have • You don’t need specific qualifications or skills, but you’ll need to: • be friendly and approachable • be non-judgmental and respect views, values and cultures that are different to your own • have excellent verbal and written communication skills • have good IT skills • be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection • be willing to undertake training in your role Valuing inclusion Our volunteers come from a range of backgrounds, and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities. If you are interested in becoming an Admin/Reception volunteer and need flexibility around location, time, ‘what you will do’ and how we can support you please include details in your application. How to apply: Please complete the application process on our website: https://www.citizensadviceenfield.org.uk/recruitment/
ENFIELD CITIZENS ADVICE BUREAUX
14,975 - 15,808 per year
Vincent House
Full-time
Supervisor - Advice Session
(Welfare Benefits)
Job pack
Thanks for your interest in working at Citizens Advice Enfield. This job pack
should give you everything you need to know to apply for this role and what it
means to work at Citizens Advice.
In this pack you’ll find:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Our values
Three things you should know about us
Overview of Citizens Advice and Citizens Advice Enfield
The role profile.
Person specification
What we give our staff
Equality and diversity
Terms and conditions
How to apply
Our Values
We’re inventive. We’re not afraid of trying new things and learn by getting things
wrong. We question every idea to make it better and we change when things
aren’t working.
We’re generous. We work together, sharing knowledge and experience to solve
problems. We tell it like it is and respect everyone.
We’re responsible. We do what we say we’ll do and keep our promises. We
remember that we work for a charity and use our resources effectively.
Three things you should know
about us?
1. We’re local and we’re national. We have 6 national offices and offer direct
support to people in around 300 independent local Citizens Advice services across
England and Wales. In Enfield we operate from one main office location and
provide advice by phone and at various outreach locations across the Borough.
2. We’re here for everyone. Our advice helps people solve problems and our
advocacy helps fix problems in society. Whatever the problem, we won’t turn
people away.
3. We’re listened to - and we make a difference. Our trusted brand and the
quality of our research mean we make a real impact on behalf of the people who
rely on us.
How Citizens Advice Enfield works
The Citizens Advice service is made up of Citizens Advice - the national charity -
and a network of around 300 local Citizens Advice members.
This role sits our network of independent charities, delivering services from:
• over 600 local Citizens Advice outlets
• over 1,800 community centres, GPs’ surgeries and prisons
They do this with:
• 6,500 local staff
• over 23,000 trained volunteers
Our reach means 99% of people in England and Wales can access a local Citizens
Advice within a 30-minute drive of where they live.
The Role
Citizens Advice Enfield is a busy service helping around 6,000 clients a year to
solve around 25,000 problems. We are open 5 days a week and currently
operate a telephone adviceline triage service from 10am to 4pm Monday to
Friday.
Our priority commissioned areas are Benefits, Debt and Housing and we have a
small team of caseworkers for each. Appointments are booked through a
combination of self-referral via the adviceline and referrals from funded
partners.
Role Description
The purpose of the role is to work with the Head of Service and Quality, Project
Manager and the Trainer to ensure smooth running of the day-to-day service and
to mentor and support paid advice staff and volunteers to maintain national
Citizens Advice standards. This will involve:
• Supervising advice and gateway/triage sessions and caseworkers
• Supporting the delivery of the training and development plan along with
the rest of the team
• Providing mentoring and support to caseworkers, advisers and adviceline
Team members (gateway/triage volunteers) as required by the Service and
Quality Manager and in line with the needs of the overall service
Citizens Advice Enfield is a great place to work – with a friendly and supportive
team.
Supervisor – Advice Session
(Welfare Benefits)
Role description
Job Title:
Supervisor – Advice Session (Welfare Benefits)
Reporting to:
Head of Service and Quality
Salary:
£14,975 - £15808 (Actual) (SP32-34) depending on
experience.
Hours:
14 hours (2 days)
Employers’ Pension
contribution
4%
Location:
Based in Vincent House. Hybrid working available after
the initial qualifying probation period.
Purpose of the job:
To provide benefits advice and casework service to
clients within our community.
About the role
l). Supervising advice sessions and / or casework
• Manage the practicalities of the advice session and ensure adequate
staffing and resources.
• Provide an appropriate level of support and supervision to individual
workers depending on their level of competence.
• Ensure referrals and bookings for projects are being properly monitored
and clients are supported in a timely manner.
• Undertake supervision leadership tasks, achieving a specialist supporting
role in one of the key advice areas. (Benefits, Housing, Debt)
• Review/Monitor the quality of case records / telephone calls of designated
staff to meet quality standards and service level agreements.
• Assist the Service and Quality Manager to undertake the QAA.
• Ensure remedial and developmental issues are identified and acted on to
develop individuals, improve the quality of advice, and ensure clients do
not suffer detriment due to poor or inadequate advice.
• Keep technical knowledge up to date and provide technical support to
advisers and / or caseworkers.
• Undertake advice work/gateway as required e.g. during staff absences.
• Refer complex issues such as breach of confidentiality and safeguarding to
senior management.
• Provide statistical reports on outputs and outcomes as required by
management.
ll). Support learning and development
• Support the development of volunteers to enable them embrace
continuous learning. For example, provide timely feedback on cases
reviewed to adviceline/ gateway, and advisers.
• Make recommendations to the Trainer for staff training and development
areas of need.
• Support the Trainer to make decisions on competence of the advice staff.
• Support volunteers to develop knowledge and skills in identifying and
responding to research and campaigns issues.
lll). Supporting staff recruitment and development
• Create a positive working environment in which equality and diversity are
well-managed, dignity at work is upheld and everyone can do their best.
• Participate in recruitment and selection activities as delegated.
• Support Participate in the induction of new staff as delegated.
• Ensure that Staff and volunteers receive appropriate support, supervision
and appraisal and have opportunities for continuous learning and
development.
lV). Staff Supervision
• Responsible for the line management and supervision of a team of advisers
and support workers within a specialist area of advice.
• Provide technical support to advisers and identify areas of further
development for individuals and the team.
• Manage staff through the provision of regular support and supervision and
hold annual appraisals.
• Provide appropriate level of support and supervision to individual workers
depending on their level of competence.
• Participate in the recruitment & selection process as well as induction of
new staff as delegated.
V). Research and campaigns
• Promote the importance of research and campaign delivery within the
bureau and deliver training to support identification of issues.
• Use social media to communicate key service messages as appropriate.
• Make recommendations to the research and campaigns staff and
management for local areas for campaigns based on trends in case reviews.
• Keep up to date with research and campaigns issues and ensure research
and campaigns is promoted and integrated in a way relevant to the role.
Vl). Other duties and responsibilities
• Work with the IT team and take responsibility for supporting the daily
administration of ICT and case management systems to ensure smooth
service delivery (to take out or modify)
• Where needed assist the Head of service and quality with authorising
payments and reconciliation of petty cash and authorise payments using
available systems and procedures as required.
• Keep up to date with Citizens Advice aims, policies and procedures and
ensure these are followed.
• Ensure that work reflects and supports the Citizens Advice service's equality
and diversity strategy.
• Develop and maintain effective admin systems and records relevant to the
role.
• Monitor and evaluate activities appropriate to the role and contribute to
the organisation’s planning process by providing regular reports and
feedback on the areas of responsibility.
• Attend regular internal and external meetings relevant to the role.
• Work cooperatively with colleagues and encourage good teamwork, clear
lines of communication and common practices within the organisation’s
team.
• Abide by health and safety guidelines and share responsibility for own
•
health and safety and that of colleagues.
Identify own learning and development needs and take steps to address
these.
• Carry out any other tasks within the scope of the post to ensure the
effective delivery and development of the service as required.
Person Specification
Essential Criteria
l). Qualifications
• Possession of a CAB certificate in generalist advice
• Qualifications GCSE at grade A-C in English Language and Mathematics (or
equivalent)
• Competent IT and digital skills
ll). Supervisory / Advice experience
• Be able to demonstrate a good technical knowledge of generalist advice,
including challenging benefit decisions up to First Tier Tribunals
• Two years current experience of advice and casework at generalist or
specialist level. Or one year experience of supervising a generalist advice
session (either CAB or within a legal setting) and the ability to meet the
Citizens Advice competence requirements for an advice session supervisor,
with an in-depth knowledge of the main subject areas (benefits, debt,
housing)
lll). Staff management
• Ability
to manage, motivate and appraise others performance
constructively.
• Ability to review and analyse client case write ups and promote constructive
feedback to advice staff for improvement.
• Commitment to developing staff and ability to understand their strengths
and weaknesses and work with these to provide a positive and fulfilling
working environment.
• Ability to identify ongoing training needs and deliver appropriate support
including on the use of case management systems to ensure high quality
of service is maintained.
• Experience of supporting, mentoring and guiding staff and volunteers in a
respectful manner.
lV). Teamwork
• Ability to work well in a team of paid staff and volunteers sharing skills and
knowledge.
V). Equality, diversity and inclusion
• Ability to work in a diverse team and with diverse clients in line with equality
principles.
Vl). Client focused
• Ability to put the needs of our clients first and to be constantly looking to
improve our services to them.
• Ability to treat clients with respect, empathy and kindness and handle
conflict and challenging situations.
Vll). Reporting
• Ability to monitor and analyse statistics.
Vlll). Communication and flexibility skills
• Ability to embrace change and work flexibly.
• Good verbal and written communication skills.
• Ability to multitask and work quickly under pressure.
lX). Other
• Commitment to own continuing professional development.
• Ability to commit to, and work within, the aims, principles, and policies of
the Citizens Advice service.
Desirable Criteria
• Ability to speak a Community Language such as Somali, Turkish,
Bulgarian, or other eastern European language.
• Specialist knowledge and experience/accreditation of a key area of advice
e.g. debt, housing, or benefits.
Note: In accordance with Citizens Advice national policy, we may have the
successful candidate screened by the DBS. However, a criminal record will
not necessarily be a bar to your being able to take up the job.
What we give our staff
We offer a range of employee benefits including:
• 30 days annual leave (FTE).
• An employer matched pension contribution currently at 4%
• Access to Telus, an Employee Assistance Scheme which offers help and
support with mental, financial, physical and emotional well-being.
• Opportunity for hybrid working following completion of probationary
period.
Citizens Advice Enfield is an equal opportunities employer and encourages
applications from all applicants who meet the person specification irrespective of
sex, gender reassignment, marriage or civil partnership status, pregnancy and
maternity, sexual orientation, race, religion or belief, age, or disability.
IMPORTANT
Please note, we do not accept CVs/Cover Letters as a form of application for our
vacancies. Use the application form that forms part of this job pack and please
read the accompanying notes on how to complete.
ENFIELD CITIZENS ADVICE BUREAUX
Unit 3, Vincent House, 2e Nags Head Road, Ponders End
Full-time
Trustee Role description Volunteer Role Title: Trustee Hours: N/A Location: Office based in Unit 3, Vincent House, 2e Nags Head Road, Ponders End, EN3 7FN. About the role Key Functions What will you do? • Maintain an awareness of how the local Citizens Advice is operating • Read papers for board meetings and attend 5 meetings per year • Work on specific projects with other trustees or staff within the local Citizens Advice to further the strategic objectives of the local Citizens Advice • Take an active discussion during board meetings and work with other trustees to: o Set policy and strategy direction, set targets and evaluate the performance of the local Citizens Advice o Monitor the financial position of the local Citizens Advice ensuring that it operates within its means and objectives, ensuring that there are clear o Ensure that all the finances and supporting financial control systems of the local Citizens Advice are in order including that full financial records are kept for all transactions, that money is only spent for the purpose given, and that proper financial controls are in place to safeguard the organisation’s resources o Monitor the financial position of the local Citizens Advice ensuring that it operates within its means and objectives, ensuring that there are clear lines of accountability for day-to-day financial management o Seek the views of all sections of the community and monitor how well the service meets the needs of the local community o Ensure that the service plans for the recruitment and turnover of staff and volunteers o Review its own work and how effectively it operates including action for improvement What’s in it for you? • make a real difference to people’s lives • learn about a range of issues that affect our clients such as benefits, debt, employment and housing. • build on valuable skills such as communication, listening, marketing and advertising • increase your employability • work with a range of different people, independently and in a team. • have a positive impact in your community. And we’ll reimburse travel expenses within the boundaries of Enfield too. What do you need to have • professional skills – expertise in areas such as finance, legal, HR, IT, marketing or fundraising • strategic and leadership skills • lived experience • community knowledge • time and commitment • sound judgement • collaboration skills as you will be working as a team with other board members • be friendly and approachable • be non-judgmental and respect views, values and cultures that are different to your own • have excellent verbal and written communication skills • have good IT skills • be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection • be willing to undertake training in your role Valuing inclusion Our volunteers come from a range of backgrounds, and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities. How to apply: Please complete the application process on our website: https://www.citizensadviceenfield.org.uk/recruitment/
ENFIELD CITIZENS ADVICE BUREAUX
Unit 3, Vincent House, 2e Nags Head Road, Ponders End
Part-time
Administration & Reception Volunteer Role description Volunteer Role Title: Administration & Reception Volunteer Reporting to: Office Administrator Hours: 14 hours - Part-time Location: Based in Unit 3, Vincent House, 2e Nags Head Road, Ponders End, EN3 7FN. About the role Key Functions What will you do? • Welcome all clients and other visitors on Reception • Explain to the client how long they might be waiting and what will happen and give out relevant data protection forms for clients to complete. • Manage incoming and outgoing post. • Support advisers and the staff team with client registration, photocopying and scanning documents. • Send appointments reminders. • Update internal spreadsheets and databases as required • Ensure workstations and office equipment are stocked with appropriate stationary, equipment etc • Ensure posters and display information are up to date. • Ensure hard copy resources are fully stocked in our pigeonholes • Make calls to third parties on behalf of CAE following up letters sent by advisers. • Call clients to chase up actions set by advisers then updating case records • Monitoring our client mailbox – recording all actions taken, liaising with supervisors about what to do, setting reminders and tasks What’s in it for you? • Gain experience and build on skills such as communication, admin, IT and working in a team • Increase your employability. • Contribute to the smooth running of the advice service which makes a real difference to peoples’ lives • Work with a range of different people, independently and in a team. We will reimburse travel expenses within the boundaries of Enfield. You will need to: • Be friendly and approachable • Respect views, values and cultures that are different to your own • Have good IT skills • Be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection • Be willing to undertake training in your role How much time do you need to give? • Two days a week 9.30am - 4.00pm Valuing inclusion Our volunteers come from a range of backgrounds, and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities. If you are interested in becoming an Admin/Reception volunteer and need flexibility around location, time, ‘what you will do’ and how we can support you please include details in your application. How to apply: Please complete the application process on our website: https://www.citizensadviceenfield.org.uk/recruitment/