Adviser and Caseworker Roles – Aviva Telephone Referral Service

Advisers (up to 6 positions available)

£28,000 FT or part time equivalent

Caseworkers  (up to 3 positions available)

£30,000 or part time

Are you passionate about making a difference in people’s lives? Do you have a knack for problem-solving and a desire to support those in need? Citizens Advice Essex, is seeking dynamic individuals to join our Aviva Telephone Referral Service as Advisers and Caseworkers.

About the Aviva Telephone Referral Service

Funded through a unique collaboration between Aviva and Citizens Advice, this vital service, delivered through a number of the local Citizens Advice offices in Essex which form part of the Citizens Advice Essex consortium, provides tailored advice to clients referred via Aviva using an online referral tool. Our mission is to support people facing challenges related to welfare benefits, debt, housing, and income maximisation. With a target to assist 16,000 clients annually, this new service will play a critical role in improving the lives of those in need across the UK and reflects a real commitment by Aviva to the wellbeing of their customers.

This innovative project combines the expertise of Citizens Advice nationally and locally with cutting-edge tools, including the Citizens Advice Referral Tool, to streamline support and provide timely advice. Additionally, it will integrate dedicated caseworkers to support clients with complex needs, ensuring holistic care and effective outcomes.

Why Join Us?

• Fully remote roles: Flexibility to work from anywhere, with the option of hybrid working if preferred.
• Meaningful impact: Help clients navigate complex issues, providing essential advice and advocacy.
• Supportive environment: Join a collaborative team committed to delivering high-quality services.
• Professional growth: Gain access to training opportunities to enhance your skills and knowledge.

Adviser Role

As an Adviser, you will provide initial advice and guidance to clients on welfare benefits, housing, debt, and income maximisation issues and ideally possess experience delivering advice or guidance in areas such as welfare benefits, debt, housing, or income maximisation. You will need strong communication skills, particularly over the telephone and digital channels, comfortable using multiple applications concurently,  and possess a proven ability to research and document your work quickly

Caseworker role

As a Caseworker, you will mnage complex client cases, going beyond the initial enquiry and offer ongoing support and advocacy – all towards the aim of  mximising client income, ensuring they receive all entitled benefits and support or other matters relating to their financial wellbeing. You will also directly advocate or represent clients with third parties. You will have all the same skills necessary for the adviser role but you will very likely have a background in advice work and also need some experience of the disciplines and requirements of delviering casework.

How to Apply

If you are ready to make a real difference and join a team that values compassion, professionalism, and collaboration, we want to hear from you!

Please to apply for these roles. The closing date for applications is February 14th

Citizens Advice is committed to promoting equality, diversity, and inclusion. We encourage applications from all sections of the community, particularly those from underrepresented groups.

Join us in delivering advice that changes lives.