Role description
To apply please complete the Application form and Diversity monitoring form and send to: enquiries.malvern@citizensadvicesw.org.uk
Please note we do not accept CVs.
Closing date 2nd October 2026. Provisional interviews 13th and 15th Oct 2026.
This is a permanent position subject to available resources.
Main duties and responsibilities:
- To provide a generalist advice service to users of the Malvern Hills Foodbank network at a number of locations with some casework as required.
- Interview clients using sensitive listening and empathetic questioning skills to allow clients to explain their problems and empower them to set their own goals and priorities.
- Use the Citizens Advice Advisernet resource, find, look up, interpret and communicate information to assist service users.
- Research and explore options and implications so clients can make informed decisions.
- Identify and make referrals where clients require specialist casework services.
- Adhere to all safeguarding and confidentiality processes/protocols as required by the Foodbank and Citizens Advice.
- Act for clients as required by calculating, negotiating, drafting or writing letters and or making phone calls. Negotiate with third parties including statutory agencies (either local or national) as appropriate.
- Ensure all work conforms to the ethos of the project, meeting Citizens Advice quality standards as well as ensuring it is compatible with the policies and practices of the Trussell Trust.
- Maintain detailed case records using Casebook for the purpose of Casework continuity, information retrieval, and statistical monitoring and report preparation.
- Monitor and follow processes to ensure where possible work undertaken meet project targets /outputs.
- Record all relevant information as required by Citizens Advice and the Trussell Trust in order to monitor outputs and collate anonymous case studies where required. Produce reports for Citizens Advice / Malvern Hills Food Bank and the Trussell Trust in order to determine impact of project and adjust service delivery where required.
- Attend progress meetings with the Food Bank manager to keep communications open and update on issues arising as required. Proactively work with all partners to ensure barriers to service delivery are minimised
- Participate in Citizens Advice staff and team meetings as required supply data to Malvern Hills Food Bank on a periodic basis to meet their project reporting requirements in accordance with GDPR.
- Supply anonymised case studies to promote project and support reporting requirements.
- Keep accurate timesheets where required.
- Attend internal /external meetings, publicity events as appropriate.
Learning, development and training:
- Identify your own personal learning and development needs and seek to address them.
General:
- Ensure Citizens Advice/Malvern Hills Foodbank aims, policies and procedures are followed.
- Ensure that work supports the Citizens Advice service’s equality and diversity strategy.
- Keep up-to-date with and promote research and campaigns priorities relevant to the role.
- Maintain effective administrative and records relevant to the role.
- Abide by health and safety guidelines and share responsibility for own health and safety and that of colleagues.
- Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.
Person specification:
- The ideal candidate will have experience of helping and advising people in an advice capacity. Suitable candidates with transferable skills may be considered if they meet the person specification.
- Ability to use sensitive listening and questioning skills in a professional and non-judgemental way to build rapport and understand the needs of others.
- Proven ability to research, analyse and interpret complex information and present clear reports verbally and in writing.
- Ability to commit to, and work within, the aims, principles and policies of the Citizens Advice service and Malvern Hills Foodbank.
- A good, up-to-date understanding of equality and diversity and its application to the provision of advice.
- A self-starter, able to work own initiative and prioritise work , meet deadlines, manage workload and deliver results to specified project targets and outcomes in a busy and sometimes challenging environment.
- Flexibility and willingness to work as part of a diverse team.
- A good understanding of the current issues affecting society and their
Implications for client and service delivery:
- Ability to communicate effectively verbally and in writing.
- Ability to deal tactfully and effectively with internal/external stakeholders.
- Ability to use IT systems and packages, and electronic resources in the provision of advice and the preparation of reports.
- A commitment to continuous professional development.
- Ability to travel between sites as needed. For this reason, ideally a car driver with access to a vehicle.
Ready to apply?
Please download and complete the Application form and Diversity monitoring form.
Completed forms can be sent via email to enquiries.malvern@citizensadvicesw.org