Welfare Benefits Case Worker

Hours: 37 hours

Salary: £29,447.81

Contract: We have two opportunities available

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• 1 x Permanent
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• 1 Fixed term to 31/03/2027 (with the potential to become permanent, subject to the availability of ongoing funding and business requirements)
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Location: Sandwell and Walsall

Closing Date: 18th August 2026 at 11:59pm

Interview Date: 25th August 2026

Job Purpose:

The Welfare Benefits Adviser provides specialist advice, advocacy, and support to individuals seeking assistance with welfare benefits. The postholder will ensure clients understand their rights and entitlements, helping them to navigate complex welfare benefits systems while providing support with benefit applications, mandatory reconsiderations, and appeals.

The role plays a key part in delivering high-quality, client-centred advice that enables individuals to maximise their income, improve their financial resilience, and access the support to which they are entitled. Through effective casework and advocacy, the postholder will contribute to the organisation's wider mission of reducing poverty, promoting financial stability, and improving the overall well-being of clients.

The position is based across Sandwell and Walsall and requires the postholder to travel throughout these areas to meet with clients at a variety of community venues and outreach locations, ensuring services remain accessible and responsive to local needs.

Key Responsibilities:

Client Support & Casework

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• Provide accurate, up-to-date advice on all aspects of welfare benefits, including Universal Credit, disability benefits, housing-related benefits, and legacy benefits.
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• Conduct holistic assessments of clients’ needs and circumstances.
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• Assist clients with completing benefit applications, mandatory reconsiderations, and appeal submissions
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• Represent clients at tribunals where appropriate (or prepare detailed submissions if not attending).
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• Maintain a caseload, ensuring timely progress and high-quality casework standards.
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Information & Advocacy

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• Advocate on behalf of clients with external agencies such as the DWP, local authorities, housing providers, and health professionals.
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• Liaise with our internal services and partner organisations to coordinate support and ensure clients receive comprehensive, joined-up assistance.
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• Provide outreach or home visit services where required.
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Record Keeping & Compliance

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• Maintain detailed, accurate, and confidential case records in line with GDPR and organisational policies.
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• Keep abreast of welfare reform changes and participate in training to maintain specialist knowledge.
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• Contribute to service monitoring, evaluation, and reporting for funders and stakeholders.
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• Keep Quality above 90% on each case to ensure that the quality of advice is the highest possible
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Service Development & Teamwork

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• Support the development of information materials, workshops, or group sessions on welfare benefits.
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• Lead on training with colleagues across the organisation on Benefits related activities
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• Work collaboratively with colleagues to ensure consistent service delivery.
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• Identify systemic issues affecting clients and feed into research, campaigns, or policy work where applicable.
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Learning, Development and Training

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• Keep up to date with legislation, case law, policies and procedures relating to the role and service needs
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• To keep up to date with the company’s mandatory training requirements keeping own CPD up to date as required
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• Read relevant publications.
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• Attend relevant internal and external meetings as agreed with the line manager.
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• Prepare for and attend supervision sessions/team meetings and forums as appropriate.
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• Assist with Service initiatives for the improvement of services.
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Other duties and responsibilities

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• Carry out tasks that may be asked of you by your line manager to ensure the effective delivery and development of the service needs.
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• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
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• Occasional evening and weekend availability will be required.
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• Understanding of and commitment to the aims and principles of the CAS&W service including our Roots values as well as our equality and diversity policies
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Other such duties may be required from time to time due to business needs, which are consistent with the Job Purpose.

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.