Dealing with initial enquiries:
- Gathering initial information from online enquiries
- Researching the client’s issue
- Identifying further relevant questions and gathering information from the client by phone
- Identifying non-benefits issues and signposting to other services internally and externally
- Booking appointments and associated admin
- Assisting the Welfare Benefits Specialists generally
Disability benefit form-filling:
- Gathering detailed information about a client’s health condition(s)
- Developing a thorough understanding of the regulations and case law that sit behind these health assessments
- Completing the forms and advising clients on their entitlement
No prior experience of welfare benefits advice is needed. You will receive an initial induction into the organisation followed by a hands-on training through involvement, under supervision, with live issues as appropriate to your level of development and ability. Further learning will take place in the role as you encounter different types of cases and explore various advice strategies. You will be fully supported in all cases
THE KINDS OF SKILLS YOU MAY HAVE THAT COULD BE HELPFUL
- Research skills
- Ability to process large amounts of written information
- Ability to identify key facts and apply your research to those facts
- Attention to detail
- Ability to establish a rapport with a diverse range of people
- Good organisational skills
- A willingness to experiment with different approaches to advice
- Appreciation of the importance of confidentiality
- Sufficient self-awareness to recognise your own biases and prejudices
- Strong IT skills
- Strong levels of literacy and numeracy
Please note, we are a busy advice service whose primary objective is to provide services to members of the public. We need committed people who are prepared to give the time we need in order for us to make best use of the limited resources we have available. Priority will be given to those who live, work, or study in the London Borough of Lambeth.
Similar Opportunities
Like all Citizens Advice offices, we rely on the talents and dedication of our volunteers to deliver a quality service, both in engaging face to face with clients and in helping keep the bureau running smoothly.
Like all Citizens Advice offices, we rely on the talents and dedication of our volunteers to deliver a quality service, both in engaging face to face with clients and in helping keep the bureau running smoothly.
Your role will be to answer our telephone helpline and carry out an assessment of the issues presented by clients to help them find the information they need to solve their problems.