Debt Advice Caseworker (trainee or qualified)

Application must be made via a completed Citizens Advice application form, not just through Indeed.

For a link to the job pack and to download an application form please visit

Overview
We are recruiting for an adviser to join our team of specialist debt advisers. The role involves assessing clients and giving advice through various channels including telephone, face to face and email, then working with clients to provide advice and options on how to deal with their debts, liaising with creditors, signposting and assisting with next steps as necessary. The post is full time (37 hours per week over 5 days).

Responsibilities

  • Provide advice and casework support to clients presenting with debt queries.
  • Conduct initial assessments and using debt assessment tools to identify next steps. Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the organisation’s resources.
  • Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s).
  • Identify key information about the problem including time limits, key dates and requirements for urgent advice or action (using the CitA public website, scripts and any other diagnostic tools as necessary).
  • Support clients to deal with emergencies
  • Advise on budgeting skills and income maximisation strategies
  • Complete benefit checks for clients
  • Prepare financial statements
  • Advise on debt recovery and creditor actions to help clients identify and progress towards a debt advice strategy
  • Research and explore options and implications so that clients can make informed decisions.
  • Act for the client and negotiate with third parties where necessary using appropriate communication skills and channels, for example by drafting or writing letters and telephoning.
  • Assist clients with other related problems where they are an integral part of their case.
  • Monitor cases and review progress towards outcomes.
  • Signpost or refer clients appropriately (both internally and externally) to suit their needs, following agreed protocols, including making arrangements and informing clients of what to expect.
  • Maintain detailed case records for the purposes of continuity of casework, information retrieval, statistical monitoring and quality control. Take ownership for monitoring own workload eg proactively reviewing progress on current cases, outcome of completed cases, closing cases and responding to quality control measures. Set up and maintain key areas of casework including work brought forward, key dates and deadlines, closure of case and other admin systems as required.

Pay: From £12.95 per hour

Expected hours: 37.0 per week

Benefits:

  • Company pension

Work Location: In person

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