CAP’s debt help is our flagship service delivered in partnership with our network of local churches across the UK. All regulated activities and the operational service to clients happens in the Debt Operations department, operating from CAP head office in Bradford. The Debt Service Support Teams sit within the Debt Operations department and are made up of Case Officers who carry out a variety of essential work to ensure cases can be progressed on behalf of CAP clients. Job Description Purpose: The role of the Debt Service Support Team Case Officer is pivotal in ensuring a client progresses through Debt Operations. They are responsible for overseeing a number of key tasks within the management of clients cases, providing excellent customer service throughout. This includes responding to incoming client, creditor, and debt coach communication; decisively interpreting and triaging significant amounts of information to ensure an accurate and smooth transition through Debt Operations. Personality: We are extremely organised, efficient and effective communicators who find fun amidst the detail. We have a strong drive to work as a team, whilst also taking our own initiative and delivering excellent service to our clients, creditors, team of advisors and Front Line staff. Reports to: Debt Ops Team Manager Passion: The Debt Service Support Teams are passionate about providing a consistent and excellent level of customer service to our Clients, Debt Advice Teams, Creditors and Front Line Staff. Responsibilities Accountabilities: To complete a variety of tasks to underpin essential case progression whilst complying with CAP’s Debt Help Policy and Procedures at all times: Tasks are primarily computer-based, utilising both internal and external systems. These responsibilities entail meticulous attention to detail, often involving complex data entry processes. To regularly take on a task that sits within another support team if needed. This will involve keeping up to date with training, updates and meeting the expected measurable outputs on this task. To support and collaborate with Debt Operations Debt Advice teams. Any other tasks relating to the current role as seen necessary by your line manager. To work proactively towards CPD goals set through both assigned and self-led training sessions. To download paperwork from NextCloud (online document storage system) and upload it to a client’s file on HOPE (CAP’s internal system). To complete a detailed check of each case to ensure we have the correct information to prepare a budget, including ensuring debts are not missed and all paperwork is correct. This will involve a high level of deciphering and interpreting paperwork. To have a sound understanding of what constitutes towards the minimum requirements of a case being ready to be progressed. To liaise with debt coaches to ensure missing paperwork/ information is obtained prior to advice preparation by Debt Advisors. To input clients’ details onto HOPE, navigating multiple systems and a variety of paperwork, actioning as necessary. To accurately input a clients’ non-priority debts and creditor information onto a clients’ CAP case cross referencing a credit report, paperwork and information from the EFF (Electronic Fact Find, an internal CAP system). To keep up to date with the extensive and often varying information regarding non-priority debts acknowledging the level of risk that team members are accountable for when processing complex client data. To action paperwork sent in from debt coaches and clients as required from pre-budget to activation stage. Identify potential enforcement action against clients, taking urgent action to reduce the risk of detriment to the client. Other responsibilities include: Being willing to pray with staff and fully engaged with our Christ-centered culture. Encouraging friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives. Attendance at annual CAP staff conferences. Completing all compulsory CAP training within given timescales. This role falls within the scope of the FCA’s conduct rules, and you will be provided with training as to how these apply to the role. It is your responsibility to ensure that you follow these conduct rules. The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment. It may change from time to time to reflect changing circumstances Skills required Experience: Essential Experience of having to meet deadlines and targets Experience of working as part of a team Experience offering excellent customer service via email, letter and telephone Excellent administrative skills Strong computer literacy Skills/abilities: Excellent problem solving, analytical and evaluation skills A confident, adaptable learner Ability to consistently achieve expected outputs Driven to achieve every day Confident, friendly and professional communication style Confident numeracy skills Good written communication skills Excellent organisational skills Ability to work in a decisive and efficient manner Ability to work accurately and pay attention to detail Able to work well to prescribed processes and also take initiative where necessary Ability to work independently on set tasks Ability to work well as part of a team Confident computer user including bespoke systems, Google docs, Google sheets, Google calendar and the internet Ability to maintain own emotional wellbeing; taking initiative where necessary to access the appropriate support. Educational requirements GCSE maths and English Rewards and wellbeing CAP offer a generous Rewards & Well-being package, including: 6.5% employer pension contribution 34 days annual holiday (including flexible bank holidays) 1 additional days holiday for each full year of service (up to a max of 5 additional days) 2 paid Mental Health days and up to 5 days Family Emergency leave per year Paid ‘Revive’ days to take time out with your team during the year Enhanced paid sickness, maternity, paternity and adoption leave Access to Employer Assistance Programme Gym membership discount Hybrid working Flexitime from day one (start/finish earlier or later in the day, accrue extra time off & achieve that work/life balance) Genuine occupational requirements Under the 2010 Equality Act, schedule 9, we have a genuine occupational requirement for all employees and volunteers to be practising Christians. Diversity and inclusion CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. Safeguarding All adults working in, or on behalf of the CAP have a responsibility to safeguard and promote the welfare of children and adults.