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Welfare Benefits Caseworker

Hybrid – Remote and Office based, flexible options available across Liverpool, St Helens and Warrington

Fixed Term Contract


Closing date:

15 April 2024 at 08:00:00

£26424 - £28111



2 Roles available - 1 FTE - 35 Hours and 0.8 FTE - 30 Hours

About the Role

Citizens Advice Liverpool in partnership with Citizens Advice St Helens and Citizens

Advice Warrington are delivering a Welfare Benefits, Debt and Budgeting Advisory Service to Torus Housing tenants.

The Welfare Benefits Caseworker is responsible for delivering a comprehensive Welfare Benefits Advisory Service to individuals and families in need. The caseworker will provide support and guidance to clients in understanding and accessing welfare benefits, ensuring they receive the appropriate financial assistance and support, including support with welfare benefits mandatory considerations, and appeals. The role requires a thorough understanding of welfare benefits regulations and policies, excellent communication and advocacy skills, and a strong commitment to improving the well-being of individuals and communities.


  1. Knowledge and experience of the benefits systems, including minimum of 12 months experience of carrying out welfare benefits advice

  2. Basic knowledge of multiple general enquiry areas to aid with identifying emergencies and making referrals where appropriate

  3. Experience of providing multi-channel advice

  4. Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them

  5. Ability to interpret complex information and convey it in a way that is understandable to clients.

  6. Good ICT knowledge with an ability to support clients with their online claim application

  7. Ability to develop and maintain positive working relationships with a range of partnership organisations to support Torus Foundation tenants.

  8. Assist with research and campaigns works by providing information about clients’ circumstances

  9. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.

  10. Ability to meet high targets and excel against objectives.

  11. Ability and willingness to work both on own initiative and as part of a team

How to Apply

Email a copy of your completed application form to:

About us

The first Citizens Advice opened in Liverpool on 4th September 1939, established in the aftermath of the first world war and provided, amongst other initiatives, a casework service for families in need.

Since then, we have continued to grow as a frontline service, finding innovative solutions to the advice needs of our community through free, confidential and independent advice and information services.

Citizens Advice Liverpool is a charity, dependent on a workforce of paid staff and over 120 trained volunteers. We operate over four permanent sites (Belle Vale, Garston, Walton & Wavertree) and over 30 outreach locations in the city, which we are continually reviewing to ensure we are reaching the people most in need of our services. We have also developed a mobile phone app which acts as a single point of access for Citizens Advice in Liverpool, showing where to find advice in real time, access to self-help information, and telephone, WhatsApp, email & webchat advice.

We are a member of "National Citizens Advice", which provides the extensive information system we use to advise clients and sets standards for advice, training, equal opportunities and accessibility in our offices.

We receive funding from Liverpool City Council; which helps support our generalist advice service which gives advice on a wide range of subjects such as; benefits, work, debt & money, consumer, family, housing, law & courts, immigration and health. We also receive funding from other major contributors which helps run our specialist advice projects.

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