Job Details

The Debt Advice Caseworker will provide mentoring and support to their co-workers, which will help develop their skills and expertise in debt and money management service, ensuring they deliver our clients with the best possible service.

A demanding role, whereby the Debt Advice Caseworker will have the ability to understand and deal with complex information. Working collaboratively with their team, management, external organisation’s, and Head of Service.

Flexibility is a key characteristic of all our posts and the post-holder may be asked to carry out other tasks consistent with the grade from time to time.

• Providing a casework service covering the full range of debt and money management advice, including debt relief orders, bankruptcy, and debt management plans.
• Delivering our service by a range of methods required, including telephone and digital channels, drop-in sessions, appointments, outreach work, and home visits.
• Acting for clients where necessary; this includes drafting letters, budgets, financial statements, and negotiating with third parties.
• Ensuring income maximisation through the take up of appropriate welfare benefits.
• Preparing and presenting cases to statutory bodies, tribunals, and courts when required.
• Assisting clients with issues, where they may be an integral part of a case, and referring them to the appropriate agencies and advisers.
• Maintaining standards of service delivery and ensuring that casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard, and the Money and Pensions Service Advice Quality Framework.
• Complying with systems for monitoring and reporting purposes.
• Working collaboratively with colleagues to ensure that the service area meets key performance indicators and targets.
• Assisting in the smooth running of the organisation and providing emergency cover for other parts of the service when necessary.
• Analysing and interpreting complex information, communicating this effectively in writing with particular emphasis on negotiation and representation.

Research and Campaigns

• Keeping up to date with current research trends and campaign issues.
• Participating in research and campaigns activity by providing information on client’s circumstances and acting on behalf of the client.

•  An understanding of and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.
• An understanding of the problems and issues associated with unmanageable debt and their implications for clients and advice service provision.
• Recent experience of providing advice to the Advice Quality Standard and/or the willingness and ability to complete full debt advice training.
• A good understanding of the skills and techniques used in interviewing clients through a range of channels including telephone, digital and face-to-face.
• The ability to understand the needs of others and to empower clients to take action for themselves.
• The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
• The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• The ability to work as part of a team and to respond positively to change