Hours: 37 per week (part-time role considered)

Location: Based in Bargoed, with an expectation to travel as required

Contract Type: Permanent

Salary: £31,535

Who we are and what we do

Citizens Advice Caerphilly Blaenau Gwent (CACBG) is one of the largest Citizens Advice services in Wales and across the Citizens Advice network. We are an established and well regarded local independent charity who provides free, impartial and confidential advice.

CACBG provide a variety of services across Caerphilly and Blaenau Gwent, with a smaller number available further afield. Over the past six years, we’ve developed a successful contact centre in Caerphilly, which now accounts for more than half of our business.

We also undertake Research and Campaign work to influence policy makers and to effect change.

Our main office is in Bargoed. From here we operate a range of service delivery channels including drop-in sessions, appointments, telephone, letter and home visits. when feasible. We also run weekly outreach services across Caerphilly and Blaenau Gwent.

We provide a range of specialist services to help people resolve their debt and welfare benefits problems and provide advice on energy issues. Help to Claim assists people with new Universal Credit claims. Other services target those experiencing mental health issues, or living with learning disabilities.

Our Caerphilly office is a 150 seat contact centre that provides a number of services under contract to national Citizens Advice.

What we give our staff

We offer an attractive remuneration package with excellent benefits:

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

• Ongoing personal training and development

• 24/7 access to our Employee Well-Being Service, which includes a virtual GP and perks such as high street shopping discounts

• Pension scheme

• A safe and friendly working environment

• Eye care voucher

• Healthy work/life balance

Role Profile

Role purpose

• To identify and promote the interests of clients with policy makers and service providers.

• Play a major role in developing and implementing CACBG’s Research and Campaigns Plan.

• Contribute to the development of research and campaigns work within CACBG and the wider Citizens Advice service.

Planning

• Contribute to the development of CACBG’s Research and Campaigns Plan.

• Monitor the implementation of the Research and Campaigns Plan and report on progress.

• Ensure research and campaigns work reflects and supports Citizens Advice service’s equality and diversity strategy.

• Coordinate the organisation’s involvement in national, regional or local research and campaigns activity.

• Ensure outcomes of the organisation’s work, including engagement in campaigns, are reported to Citizens Advice.

• Assist the Chief Executive and other members of the team in preparation for external meetings/events related to our campaigning goals.

• Involve people with lived experience in Research and Campaigns work. Plan and support their involvement in all aspects of our work including input into planning and policy development and engagement with campaign actions and events.

Develop and coordinate a network of volunteers and paid staff

• Work with the management team to bring together a network of staff and volunteers and support them to actively participate in research and campaigns.

• Support staff and volunteers to record information accurately and gather case studies and client stories.

• Work with the management team to ensure that research and campaigns are integrated into all induction and training as appropriate, and to deliver small group training sessions.

Networking and Media

• Develop effective on-going relations with appropriate authorities, agencies, organisations and individuals at local and national levels, including councillors, MSs, MPs, and local and national statutory and non-statutory organisations.

• Build productive relationships with partner Citizens Advice offices and other local agencies involved in research and campaigns work.

• Work with the Communications Officer to ensure that the organisation’s research and campaigns work is reflected on our website and print/digital publications.

• Work with the Communications Officer to develop and implement our social media strategy to promote the service and maximise opportunities to raise our profile.

• Contribute to the wider work of the Communications Officer by drafting content for external communications and responding to queries from our media and communications teams.

Analysis and Research

• Undertake reviews and analysis of existing evidence to inform the development, delivery and evaluation of our policy and campaigns work.

• Support the monitoring and evaluation of the effectiveness of projects and services and report to the management team.

• Monitor trends in enquiries to identify potential issues for inclusion in reports, newsletters and other publications.

• Carry out research projects, including analysing management information.

• Plan local action for change, identify objectives, target groups, methods, timescales and management arrangements.

• Scope and write relevant policy and campaigning documents, including consultation responses, responses to Citizens Advice calls for evidence, politician briefings, campaigning reports, project reports, blogs, press or journal articles.

Professional development

• Keep up-to-date with legislation, policies and procedures and undertake appropriate training including annual GDPR training.

• Attend relevant internal and external meetings as agreed.

• Prepare for and attend supervision sessions/team meetings/staff meetings as appropriate.

• Identify your own training needs and agree with your line manager training and development activities to be undertaken.

Other duties and responsibilities

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the advice service.

• Demonstrate commitment to the aims and policies of Citizens Advice.

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

Person specification

1. A positive attitude and collaborative approach to working with staff and volunteers.

2. Experience of creating and developing effective messaging across platforms and channels including emails, newsletters, events, internal communications platforms, and social media.

3. Experience of researching, analysing and interpreting complex information and working sensitively with clients.

4. Excellent written and oral influencing skills, including proven ability to communicate complex and technical information effectively to a wide range of internal and external stakeholders, and to write appropriate content for a wide range of platforms and sources.

5. Understanding of key current research and campaign issues affecting society, and their potential impact on the organisation’s clients and service provision.

6. Knowledge of the not-for-profit advice sector and the current challenges that it and its clients are facing would be an advantage.

7. Proven ability to use IT systems and packages, in particular a sound knowledge of and experience with Excel or similar database packages.

8. Proven ability to champion equality, diversity & inclusion and challenging discrimination.

9. Ability to work on your own initiative and monitor and maintain your own standards of work.

10. A commitment to continuous professional development, including a willingness to develop knowledge and skills to carry out the role.

11. A commitment to work within the aims, principles and policies of the Citizens Advice service.

In accordance with Citizens Advice national policy we may arrange for 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.