Public Benefits Specialist

About the Company

Citizens Advice is a network of independent charities throughout the UK that provides free, confidential information and advice to help people with the problems they face. We value diversity, promote equality and challenge discrimination. We are committed to building an inclusive and representative workforce that reflects the communities we serve. Our dedicated teams work tirelessly to empower individuals, advocate for policy change, and ensure that everyone has access to the support they need to navigate life’s challenges.

Job Description

We are seeking a dedicated and compassionate Public Benefits Specialist to join our team in Manchester. In this vital role, you will provide comprehensive advice and support to clients on a wide range of welfare benefits, housing, debt, and other social welfare issues. You will assess client needs, explain complex benefit rules, assist with application processes, challenge decisions, and advocate on behalf of clients to ensure they receive the support they are entitled to. This position requires a strong understanding of the UK welfare system, excellent communication skills, and a genuine commitment to helping vulnerable individuals.

Key Responsibilities

• Provide accurate, impartial, and confidential advice on welfare benefits, housing, debt, and related issues to clients face-to-face, by phone, and online.
• Conduct comprehensive interviews to ascertain clients' full circumstances and identify all potential entitlements and issues.
• Explain complex benefit regulations and entitlements clearly and concisely to clients.
• Assist clients with completing benefit application forms and gathering necessary documentation.
• Represent clients in challenging benefit decisions, including preparing for and attending tribunals where appropriate.
• Maintain accurate and confidential case records in accordance with Citizens Advice standards and data protection policies.
• Keep up-to-date with changes in welfare benefits legislation, policy, and practice.
• Identify and report systemic issues or policy gaps to contribute to Citizens Advice's influencing work.
• Collaborate with internal teams and external agencies to ensure holistic client support.

Required Skills

• Proven experience in advising on welfare benefits, debt, or housing law within a social welfare context.
• Excellent communication and interpersonal skills, with the ability to empathise and build rapport with diverse client groups.
• Strong analytical and problem-solving abilities, capable of understanding and applying complex information.
• High level of accuracy and attention to detail in record-keeping and advice delivery.
• Ability to work effectively under pressure and manage a varied caseload.
• Proficiency in using IT systems and case management software.
• Commitment to the aims and principles of Citizens Advice.

Preferred Qualifications

• Degree or equivalent qualification in a relevant field (e.g., social work, law, public administration).
• Experience in tribunal representation.
• Knowledge of local community resources and support services in Manchester.
• Experience working with vulnerable individuals or those facing multiple disadvantages.

Perks & Benefits

• Generous annual leave entitlement
• Pension scheme contributions
• Employee assistance programme
• Opportunities for professional development and training
• A supportive and collaborative working environment
• Contribution to a meaningful cause within the community

Apply Now