Description

Hours: 37 hours

Salary: £25,504.50

Contract:

• x 4 Fixed term until 31st December 2027
• This is a fixed-term contract with the potential to become permanent, subject to the availability of ongoing funding and business requirements.

Location: Sandwell and Walsall

Closing Date: 24th August 2026 at 11:59pm

Interview Date: 3rd September 2026

Job Purpose:

To provide high-quality, person-centred, non-clinical support to individuals affected by gaming and gambling related harms.

The postholder will work alongside specialist treatment providers, supporting clients to address the wider social, financial and personal issues associated with gaming and gambling addiction. The role will focus on helping clients improve their wellbeing, increase independence and access appropriate services.

Working within Citizens Advice Sandwell & Walsall, the postholder will make full use of the organisation's advice services, including debt, welfare benefits, housing, employment and energy advice, ensuring clients receive holistic support tailored to their individual needs.

Key Responsibilities

Client Support

• Provide person-centred, non-clinical support to individuals affected by gaming and gambling harms.
• Build positive, professional relationships that encourage engagement and promote positive outcomes.
• Carry out holistic assessments to identify clients' wider support needs.
• Develop, implement and review individual support plans with clients.
• Support clients to identify and achieve realistic personal goals.
• Encourage independence, resilience and self-management.

Advice, Advocacy and Referrals

• Identify issues relating to debt, benefits, housing, employment, financial hardship, family relationships and wellbeing.
• Refer and support clients to access Citizens Advice specialist services.
• Signpost and refer clients to external agencies including health services, community organisations and specialist support providers.
• Advocate on behalf of clients where appropriate.
• Support clients to attend appointments where required.

Partnership Working

• Work collaboratively with partners, treatment providers and other voluntary and statutory organisations.
• Attend multi-agency meetings where appropriate.
• Develop effective working relationships with local organisations to improve client outcomes.

Case Management

• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation
• Record outcomes and monitor progress against agreed objectives.
• Manage an allocated caseload effectively.
• Ensure that all work conforms to the organisation’s office manual and the Advice Quality standard and funding requirements

Safeguarding

• Identify safeguarding concerns and take appropriate action in accordance with organisational policies.
• Promote the welfare of vulnerable adults and young people.
• Maintain professional boundaries at all times.

Service Development

• Contribute to the promotion of the service within local communities.
• Support engagement activities and awareness events.
• Contribute to service monitoring, reporting and continuous improvement.
• Undertake any other duties appropriate to the role.

Learning, Development and Training

• Keep up to date with legislation, case law, policies and procedures relating to the role and service needs
• To keep up to date with the company’s mandatory training requirements keeping own CPD up to date as required
• Read relevant publications.
• Attend relevant internal and external meetings as agreed with the line manager.

Other duties and responsibilities

• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
• Occasional evening and weekend availability will be required.

Other such duties may be required from time to time due to business needs, which are consistent with the Job Purpose.

Person specification

Experience

• Experience of working with vulnerable client groups
• Experience of recording detailed and accurate information
• Experience of working in a community, voluntary, health or advice setting.
• Experience of IT systems and packages

Knowledge

• Ability to commit to and work within the aims, principles and policies of the Citizens Advice service
• Ability to assess client needs and deliver tailored advice effectively
• Experience in recording and monitoring casework outcomes accurately

Skills

• Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients
• Sensitivity and empathy towards clients in vulnerable situations
• Strong communication skills, both verbal and written, with the ability to explain information clearly

Qualities

• Dedicated and motivated to work with members of the community
• Have an empowering and encouraging approach
• Ability to respond positively to feedback and to modify performance if required

Learning

• A commitment to continuous professional development, including a willingness to develop knowledge and skills
• Keep up to date with current research and national developments and how this may affect the service user

What We Offer Our Colleagues

At Citizens Advice Sandwell & Walsall, we know that our colleagues are at the heart of everything we do. That's why we're committed to creating a supportive, inclusive workplace where you can thrive, grow and make a meaningful difference every day.

As The People's Champions, we believe in recognising and rewarding the dedication of our colleagues. From generous annual leave and flexible working to wellbeing support and professional development, we offer a range of benefits designed to support you both in and outside of work.

How to apply?

If you are interested in this opportunity, please submit:

• An up-to-date CV and
• A covering letter (maximum two A4 pages) explaining how your skills, knowledge and experience meet the requirements of the Person Specification and why you are suitable for the role.