Locations: The Old Library, Church Road, Addlestone, KT15 1RW, Sunbury Library, Staines Rd West, Shepperton, Sunbury-On-Thames TW16 7AB, as well as outreach locations in Spelthorne and Runnymede.
Interview: March in person.
Hours: 37 hours (part-time considered).
Contract type: Permanent.
Reporting to: Lead Money Adviser.
Thank you for your interest in working at Citizens Advice Runnymede and Spelthorne (CARS). We are excited to have been granted 4-year funding from the National Lottery Community Fund to set up and run a money advice hub from our offices.
This job pack should give you everything you need to know to apply for this role and what it means to work at Citizens Advice Runnymede and Spelthorne.
After reading this job pack, if you would like to proceed with an application please email recruitment@randscab.org.uk. You will be asked to complete a Personal Statement detailing how your skills and experience fit each of the Person Specification Criteria outlined in this job profile by 19th March 2025.
If you do not hear from us within 2 weeks of the closing date this means your application has not been successful on this occasion.
We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds.
Purpose of the role
* To deliver advice by telephone and face to face to residents of Surrey providing comprehensive and full range of money/debt advice in line with Financial Conduct Authority regulation and Debt Advice Quality Framework.
* To deliver money advice support across Citizens Advice Runnymede and Spelthorne (CARS) staff and volunteers.
* To promote and develop good money/debt advice practice within CARS.
* To promote and deliver the money advice service of the organisation by attending outreach locations and clients’ homes where required.
Money Advice Delivery
* Provide comprehensive debt/money advice in line with the Financial Conduct Authority regulations including the Consumer Duty, and Debt Advice Quality Framework.
* Provide advice in income maximisation, benefits, budgeting, financial capability and housing.
* Complete Debt Relief Orders on behalf of clients (if accredited).
* Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor approach to advice accordingly.
* Visit Outreach locations to deliver advice and if required clients’ homes.
* Provide a clear plan of action and follow-up on actions relating to cases as appropriate.
* Identify and escalate serious problems, including safeguarding, appropriately.
* Ability to work on own initiative as well as within a team.
* Support clients in via telephone and outreach venues.
* Commit to ongoing training/development.
* Ensure that work reflects and supports the Citizens Advice service's equality and diversity strategy.
* Maintain detailed case records for the purpose of continuity of advice, information retrieval, statistical monitoring and report preparation.
* Complete the required training to comply with quality assurance processes.
* To carry out community outreach projects in the boroughs in which we work as required.
Person specification
* Hold an up-to-date Generalist Adviser certificate (Citizens Advice or equivalent).
* Proven ability to interview clients using sensitive listening and questioning skills to get to the root of issues and empower clients, whilst maintaining structure and control of meetings.
* Knowledge of multiple enquiry areas (ie debt, benefits, housing, employment, financial capability).
* Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing.
* Ability to communicate effectively verbally and in writing.
* A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
* A good up to date understanding of equality and diversity and its application to the provision of advice.
Other requirements
* Car insurance that covers occasional business use.
* To take up this post you must have the right to work in the UK.
Criminal Convictions
Having a criminal record will not necessarily bar you from working for Citizens Advice– much will depend on the type of job you have applied for and the background and circumstances of your offence.
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