We are recruiting for new vacancies under the Kickstart scheme
It all begins with an idea.
We are recruiting for two new vacancies under the Kickstart scheme.
These roles are 6 month Kickstart placements, which are only open to candidates aged 16-24 years old who are out of work and claiming Universal Credit. As part of the selection process, candidates will need to be confirmed as eligible by their Job Centre work coach. Unfortunately, it is not possible to consider candidates who do not meet the criteria for these roles.
Role 1 (6 positions)
Job Title: Trainee Contact Centre Advisers (Adviceline)
Desired Start Date: July 2021
Line Manager:Training & Development Lead
Hourly Wage: £9.00
Hours p/w: 25 per week Mon - Fri
Location: Leigh and home working
Number of placements: 6
Business Sector: Charity / Not for profit
Job Purpose
Contact Centre Advisers are the first point of contact for client’s accessing the service via telephone, email, web-chat or video conference platforms. By assessing the client’s needs, taking into account any emergencies and their own capacity to manage, you will decide with the client the most appropriate next steps. This could include the provision of advice or information, signposting, or arranging an appointment for them.
Key Responsibilities following training
Answering incoming calls, responding to requests for callbacks, dealing with work queues and incoming referrals, in line with relevant procedures.
Undertaking client assessments via digital channels including telephone, e-mail, webchat or video.
Making an assessment of the client’s advice needs and own capabilities and providing information/ advice as appropriate using the Citizens Advice information system.
Confirming next steps and/ or any follow up action required by the client.
Ensuring that actions you’ve agreed to take are completed, including making referrals, forwarding information to the client etc.
Undertaking case and outcomes recording using the Citizens Advice client database, and ensuring that records are accurately maintained to the required standard and within required timeframes.
Meeting individual performance targets and ensuring that the service provided meets the required quality standards.
Participate in training to ensure that knowledge and skills are maintained.
Support the Research & Campaigns work of the organisation through various channels such as case studies, data collection and client consent.
Knowledge, Skills & Experience
Committed to the aims and principles of the Citizens Advice Service
Friendly, approachable, trustworthy and reliable
Ability to stay calm in sometimes stressful situations
Willing to learn and ask questions
Able to work within a team environment to deliver high quality services for clients
Able to follow processes and procedures
IT skills in order to research information and use case recording databases
Personal Development: what else you will learn
Customer service skills
Time management skills
How to research, interpret and communicate information to others
Initiative, multitasking, problem solving
Team working and communication skills
How to complete job applications
Preparing for interviews
Mock interviews
Role 2 (1 position)
Job Title: Service Support Officer
Desired Start Date: July 2021
Line Manager: Finance & Office Manager
Hourly Wage: £8.91
Hours p/w: 25 per week Mon - Fri
Location: Leigh and home working
Number of placements: 1
Business Sector: Charity / Not for profit
Job Purpose
To provide administration and general support to colleagues and clients
Key Responsibilities following training
Providing administrative support, including typing letters, running and typing reports and database input
Providing a telephone reception service covering any section of the Company, including taking messages, referring calls and providing basic information to callers
Opening, recording and distributing incoming post and prepare and send outgoing post on a daily basis
Sending and respond to email
Photocopying, scanning and using other office machines as appropriate
Collecting and collating client feedback and outcomes
Updating client database systems
Other general admin duties as required
Knowledge, Skills & Experience
Committed to the aims and principles of the Citizens Advice Service
Friendly, approachable, trustworthy and reliable
Ability to stay calm in sometimes stressful situations
Willing to learn and ask questions
Able to work within a team environment to deliver high quality services for clients
Able to follow processes and procedures
IT skills in order to research information, use databases and undertake administrative duties
Personal Development: what else you will learn
Customer service skills
Time management skills
How to research, interpret and communicate information to others
Initiative, multitasking, problem solving
Team working and communication skills
How to complete job applications
Preparing for interviews
Mock interviews
We are preparing to support debt clients with new ‘Breathing Space’ initiative
It all begins with an idea.
From 4th May 2021, new legislation comes into force meaning that people with qualifying debts can access legal protections, stopping their creditors from taking action for 60 days. Eligible individuals will be able to apply for a ‘breathing space’ period and during this period, interest, additional fees, and enforcement will be frozen, giving people time and information to get on top of their finances. People wanting to apply for a breathing space must do so through either their local authority (if they offer debt advice), or by an authorised adviser (such as a Citizens Advice debt adviser) registered with the Financial Conduct Authority to provide debt counselling. This new initiative is known as the Debt Respite Scheme, or ‘Breathing Space’. There is no charge to apply for a breathing space.
Here at Citizens Advice Wigan Borough, our dedicated debt advice team has been preparing for the introduction of Breathing Space and is able to help clients, free of charge, to work through their debt options without incurring extra interest and fees. Dealing with debt can be an extremely stressful experience, which has a significant impact on people’s health and wellbeing. The new initiative recognises this, and people dealing with problem debt whilst in mental health crisis will receive these protections until their treatment is complete.
Our debt team has been preparing for the introduction of Breathing Space next month by:
Completing all the required training on all aspects of Breathing Space, including eligibility, the application process and administration of Breathing Space
Discussing any possible issues in our regular team meetings and coming up with solutions to these issues
During the Breathing Space period, our team will help eligible individuals to get on top of their money issues, including empowering them to apply for benefits, going over monthly budgets, and checking eligibility for grants. Our knowledgeable team will support people in problem debt to work towards long term solutions for dealing with money owed, giving them a much-needed opportunity to make a fresh start with their finances.
Elaine Stone, Debt Advice Team Leader, said: “The value of Breathing Space to the people we help will be great. For example, if a person is eligible for the scheme, pausing recovery of the majority of debts will free them from the added stress and worry of their creditors chasing them for a 60 day period. This will give them time to get free, confidential help from one of our team, in a non-judgemental way.
For people who are currently in mental health crisis, this protection will remain for as long as they are in crisis treatment, enabling them to start getting better without the additional pressures of worrying about dealing with people they owe money to.”
For information and advice, contact Citizens Advice Wigan Borough on 08082 787 801 or visit www.cawb.org.uk.
Informing residents about their pension options with Pension Wise
It all begins with an idea.
People over 50 with a workplace or personal pension can get free, impartial guidance about their options through Pension Wise. You can book a telephone appointment with one of our guidance specialists by visiting https://www.pensionwise.gov.uk/en or calling 0800 138 3944.
We also offer British Sign Language video appointments too. Simply book your video appointment by visiting https://www.pensionwise.gov.uk/en
We have helped over 10,000 residents since the pandemic began
It all begins with an idea.
The charity, which quickly adapted to help more people via the phone, email and webchat, says Universal Credit, Personal Independence Payment, and council tax arrears have been some of its top pandemic issues.
Between 1 March 2020 and 28 February this year, it has helped 4700 individuals with benefits including Universal Credit, and 1200 individual people with employment issues.
Citizens Advice Wigan Borough has seen many worrying cases such as:
A woman who was self-employed and lost most of her income due to the pandemic
An elderly woman unable to pay rent on her council property after moving into retirement housing
A woman who was shielding and unable to be furloughed, whose Universal Credit wasn’t enough to cover her monthly bills
Around 65% of people were helped over the phone, 20% via email, and 10% via webchat. This compares to the year before when 55% of people were helped face-to-face.
Around 45 staff and volunteers have been working from their living rooms, bedrooms, dining tables and kitchens to make sure people could still access much-needed help.
Lisa Kidston, Chief Officer of Citizens Advice Wigan Borough, said: “I’d like to thank our staff and volunteers who’ve continued to help people find a way forward, as we face the problems of this pandemic together.
Our advisers have helped people check what benefits they’re entitled to, navigate the furlough scheme, and ensure they’re getting all the help and support that is on offer. We’ve also spoken to clients worried about consumer and non-consumer debt during the pandemic, for example council tax arrears, which is a growing issue.
We know people are going to continue needing our help as we begin the process of recovery, and we urge anyone that needs our support to get in touch as soon as possible. With the furlough scheme, ban on bailiff-enforced evictions, and Universal Credit uplift set to end within 6 months, now’s the time to contact our team for free, impartial, independent advice.”
For information and advice, contact Citizens Advice Wigan Borough on 08082 787 801 or visit www.cawb.org.uk.
We are looking for a social media volunteer
We are looking for a proactive and enthusiastic social media volunteer to join our Communications and Campaigns team.
What will you do?
complete an introduction to Citizens Advice and Citizens Advice Wigan Borough
create engaging and compelling content for social media
schedule and post content across all platforms, including Facebook, Twitter, Instagram, and LinkedIn
help to share what local Citizens Advice does with local press or radio
encourage conversations between our brand and followers
share your ideas for how we can improve brand engagement through social media
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
have fun with a great group of colleagues
And we’ll reimburse reasonable expenses 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 and access to your own laptop or computer
be familiar with social media platforms including Facebook, Twitter, Instagram, LinkedIn, and TikTok
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?
We can be flexible about the time spent and how often you volunteer so come and talk to us.
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, people from the LGBTQ+ community, and people from Black Asian Minority Ethnic (BAME) communities.
If you are interested in becoming a social media volunteer and would like to discuss flexibility around location, time, ‘what you will do’ and how we can support you, please contact us.
Contact details
For an informal chat about this role, or to apply, please contact Ellie Thouret - e.thouret@cawb.org.uk.