Citizens Advice Caerphilly Blaenau Gwent (CACBG) is looking for a proactive and highly organised Project Administrator to join our busy debt and welfare benefits team.

CACBG is one of the largest Citizens Advice services in the UK, supporting millions of people every year across Caerphilly and Blaenau Gwent and further afield.

You will be playing a key role in ensuring our advice services run smoothly and that clients receive timely, high-quality support.

Working at the heart of the service, you will support caseworkers and clients across a range of projects while helping maintain the high standards expected of the Citizens Advice network.

• Pay: £24,531

• Contract: Permanent/Full-time

• Location: Bargoed Office (Potential for hybrid working following successful probation period)

• Responsible to: Administrator Team Leader

• Closing date: 5pm Thursday, 19th March 2026

• Interview date: Thursday, 26th March 2026

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What we give our staff

• We offer an attractive remuneration package with excellent benefits:

• Generous annual leave package

• Hybrid Working (following completion of a successful probationary period)

• Ongoing personal training and development

• 24/7 access to our Employee Assistance Programme, which also offers perks such as high street shopping discounts

• Pension scheme

• Contractual sick pay

• Casual dress code

• Eye care voucher

• Healthy work/life balance

If you are well organised, good with people, can prioritise your time and workload effectively and have a drive to learn, send us your CV and a cover letter to tell us why you want to become one of our Project Administrators.

Role Profile

We are looking to recruit a highly motivated individual as a Project Administrator within our debt and welfare benefit caseworker team. Ensuring that the work conforms to the Advice Quality Standard (AQS) and Quality of Advice Assessment in Wales.

The successful candidate will provide administrative support to caseworkers and clients across all of Citizens Advice Caerphilly Blaenau Gwent projects where appropriate. The role will at times involve office and remote support.

Citizens Advice Caerphilly Blaenau Gwent (CACBG) is an established and well regarded local independent charity who provides free, impartial and confidential advice. We undertake Research & Campaign work to influence policy makers and to effect change.

Main duties and responsibilities:

Project Support

• Book caseworker appointments – check client attendance and update records

• Prepare clients for a debt advice session by contacting them in advance of their appointment outlining the expectations

• Gathering client and third-party consents including electronic consents and adding to the electronic case management system

• Collecting information from creditors, organisations and clients to support the work of the caseworker

• Send offers to creditors as directed by caseworker

• Sending chasing letters and making calls to clients and third parties

• Process inbound and outbound referrals to the service

• Deal with client/creditors or third-party phone calls or visits

• Monitor project mail and take appropriate action

• Produce letters, documents and reports as required

• Create and maintain filing systems in accordance with the organisation’s systems and procedures

• Collect data specific for projects on areas such as induction, allocation, eligibility criteria, outcomes and update relevant spreadsheets and recording any evidence requirements and produce reports

• Maintain diaries and work records

• Open, record and distribute incoming mail, through both the postal system and hand delivered items

• Prepare outgoing mail for dispatch

• Cover reception duties when requested

• Liaise with external bodies/companies as relevant to the role

• Work with other CACBG staff to ensure the smooth running of the service.

• Ensure good collaborative working with external organisations and partners

• Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the services Professional Development

• Keep up to date with policies and procedures, and undertake appropriate training

• Attend appropriate internal and external meetings as required

• Prepare for and attend regular supervision sessions

Other duties and responsibilities

• Maintain local information systems

• Use IT for statistical recording, record keeping and document production

• Ensure that all work conforms to CACBG’s standards and requirements

  Undertake any other duties in keeping with the general nature of the post

• Demonstrate commitment to the aims and principles of Citizens Advice

• Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues

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Person specification

Skills and Experience

• Proven ability to use IT packages, including word processing, spreadsheets, email (maintain an electronic diary) and the ability to use or learn to use other packages as necessary

• Effective written and oral communication skills

• Ability and willingness to take on responsibility

• Ability to research and communicate information appropriately

• Ability to adapt and work over multiple advice projects across different channels

• Ability to plan and prioritise own work and meet deadlines.

• Ability to develop and maintain positive relationships with external organisations, and individuals

• Ability to give and receive feedback sensitively and objectively, and a willingness to challenge constructively.

• Commitment to deliver excellent customer service and customer care

• Understanding of, and commitment to, working as part of a team

• A commitment to self-development

Equal Opportunities

• A full understanding of and commitment to the aims, principles and policies of the Citizens Advice service

• A caring and non-judgemental attitude

• An understanding of the needs of disadvantaged communities

• An ability to take positive action and challenge discriminatory behaviour

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In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.