Job Title:                    Benefit Caseworker (trainees considered)

Location:                   Based in the High Wycombe office

Responsible to:        High Wycombe Service Manager

Hours:                        37.5 hrs/week (Part-time/job share will be considered)

Duration:                  Permanant

Salary:                       Competitive

Closing date:            11/03/20

Interview date:        18/03/20 & 19/03/20

  • Purpose of the post

Citizens Advice High Wycombe is looking for a full-time benefit caseworker to deliver effective benefit advice to clients.

  • Role profile
  • Undertake appropriate training to meet quality standards for the delivery of high quality benefit advice.
  • Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
  • Assess clients’ needs and provide one off benefit advice and ongoing casework through a mixture of channels (face to face, telephone, digital).
  • Explore options and implications to enable clients to make informed decisions.
  • Give information and advice for clients to empower them to act on their own behalf including signposting to other agencies.
  • Produce and validate detailed and accurate benefit check calculations in accord with local practices. 
  • Ensure income maximisation through the appropriate take up of benefits.
  • Liaise with third parties, including statutory and non-statutory organisations as required.
  • Where work falls outside the scope of the role, refer internally or to other specialist agencies as appropriate.
  • Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
  • Ensure that all work meets all auditing and quality standards and the requirements of funders.
  • Maintain delivery of key areas of casework such as work brought forward, key dates and deadlines, closure of cases etc.
  • Use IT for statistical recording, record keeping and document production.
  • Participate in peer and file review systems organised within the office or by external funders or bodies.
  • Meet the performance targets set by the organisation and inform the Supervisors as a matter of urgency with regard to any problems in meeting performance targets.
  • Maintain an up to date knowledge of the benefits system (and related areas of enquiry), case law, and policies and procedures relevant to the post.  
  • Assist with initiatives for the improvement of services, including supporting a benefit form filling team, and delivery of a home visiting service.
  • Ensure that work reflects and supports the Citizens Advice service’s equality and diversity strategy.
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
  • Perform any other tasks commensurate with the role, as directed by a supervisor or Manager.
  • Person Specification


  1. At least 6 months experience in a role advising clients.
  2. Good understanding/experience of the processes required to give advice within a regulated framework.
  3. Knowledge of the different types of benefits.

Skills and abilities

  • Willingness to participate in training to become a Benefit Caseworker, including attending face to face training, undertaking shadowing, and using online training packages.
  • Effective oral communication skills with particular emphasis on negotiation and representation.
  • Effective writing skills with the ability to draft correspondence, and reports.
  • Good numeracy skills with the ability to carry out efficient calculations and prepare benefit checks for clients.
  • An ordered approach to work and willingness to follow and develop agreed procedures. 
  • The ability to prioritise tasks, to identify and work to deadlines and to manage time effectively under own initiative.
  • The ability to communicate effectively and sensitively with clients.
  • An understanding of the need for confidentiality and a non-judgmental approach to advice provision.
  • The ability to work effectively as part of a team.
  • The ability to give and receive feedback objectively and a willingness to challenge constructively.
  • The ability to liaise with statutory agencies and other voluntary sector agencies.
  • The ability to use IT in the provision of advice and the preparation of  statistical reports and submissions; including recording work on Casebook, or a similar client record management system.
  • Demonstrate an understanding of social trends and their implications for clients and service provision.
  • An understanding and commitment to work within the aims and principles of the Citizens Advice service or other employing agency and its equal opportunities policies.

To apply, please send CV to

March 19, 2020
December 12, 2019
July 17, 2019