Person Specification

• An excellent team player with the ability to communicate and empathise confidently with clients and their families. These are often people facing life-changing and prolonged medical treatments, and so a level of emotional resilience is required for this role.
• Confidence in speaking to and supporting clients facing a life-limiting/terminal prognosis, or recently bereaved family members.
• Proven administrative skills and experience, with excellent attention to detail. 
• Proven ability to prioritise effectively, to multi-task and cope well under pressure whilst working remotely, albeit with majority of support from team colleagues via phone/Teams.
• Excellent information gathering and research skills, utilising own initiative to problem solve and take action.
• Understanding of what a good advice service looks and feels like for clients.
• Proven ability to communicate effectively, both verbally and in writing, and use IT systems for the provision of advice services.
• Proven ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best.
• Ability to use IT packages including Microsoft Word (Word, Excel, Powerpoint) or similar, planning or database packages and the ability to use email and maintain an electronic diary.  Experience with Citizens Advice systems (Casebook, Advisernet, Adviceline) is useful, but not essential.
• Commitment to reflective performance and continuing professional development.

• Experience of working within an advice service, or having an understanding of the welfare benefits system
• Experience of working in emotionally charged situations.
• An ability to help build a collaborative ‘one-team’ culture whereby staff and volunteers, as far as possible, contribute their skills, experience and time flexibly across our service to meet the needs of our clients and colleagues. Therefore, a flexible approach to working and planning would be desirable