Salary: £32,000 - £34,000 plus included in the salary London allowance.
Interviews will take place on 4 February 2025.
About the role
Reports to: Head of Service
Hours: Full-time (37.5 hours per week)
Contract: Permanent
The role involves supporting residents and their families with debt-related issues to become more resilient and independent, as part of the broader Community Wellbeing Programme.
Responsibilities
1. Providing general debt-related advice.
2. Making applications for Household Support Fund and other grants or hardship schemes.
3. Establishing liability and disputing inaccurate bills.
4. Producing affordable repayment plans.
5. Entering residents into appropriate Debt Respite Schemes.
6. Referring residents to other financial and non-financial support schemes based on individual needs.
Advice Giving
1. Conducting advice interviews using sensitive listening and questioning techniques.
2. Empowering residents to explain their problem-debt/s and prioritize their needs.
3. Researching, interpreting, and communicating relevant information to enable informed decisions.
4. Providing advice on all available debt solutions, including implications of non-payments.
5. Supporting residents with income maximization, including better-off calculations and welfare benefit claims.
6. Making representations to or negotiating with third parties as appropriate.
7. Ensuring all work conforms to the organization’s processes and procedures.
8. Maintaining detailed case records to meet quality standards and funders’ requirements.
9. Complying with data collection requirements for statistical monitoring and report preparation.
Research and Campaigns
1. Assisting with research and campaign work by providing information and case studies.
2. Alerting clients to research and campaign options.
3. Responding to Citizens Advice Network Panel or funders surveys as appropriate.
Professional Development
1. Keeping up to date with relevant legislation, case law, and debt advice publications.
2. Undertaking Continuous Professional Development (CPD) training to comply with quality assurance requirements.
3. Maintaining an up-to-date record of all training sessions.
Administration
1. Attending relevant internal and external meetings as agreed with the line manager.
2. Using IT software for statistical recording and document production.
3. Ensuring all work conforms to the organization’s systems and procedures.
Other Duties
1. Carrying out any task within the scope of the post to ensure effective service delivery.
2. Demonstrating commitment to the aims and policies of Citizens Advice.
3. Abiding by health and safety guidelines.
Person Specification
1. Demonstrable knowledge and experience of debt advice and casework.
2. Hold a MaPS accredited or relevant qualification in debt advice or close to achieving this.
3. Understanding of CONC 8 – FCA Handbook (Debt Advice rules and guidance).
4. Experience dealing with challenging cases or vulnerable debt advice seekers.
5. Willingness to adhere to Debt Advice Quality Standards.
6. Commitment to Continuous Professional Development.
7. Essential IT and telephone skills with the ability to use an online-based Client Management System (CMS).
8. Experience collating data for funders’ monitoring and reporting requirements.
9. Experience or willingness to work in outreach settings.
10. Ability to use sensitive listening and questioning skills to empower clients.
11. Good understanding of the FCA's new Consumer Duty.
12. Up-to-date understanding of Equality, Diversity and Inclusion in the provision of advice.
13. Knowledge and experience in delivering welfare benefits and financial capability advice.
Candidates must demonstrate how they meet the essential criteria to be shortlisted for an interview.
In accordance with Citizens Advice's national policy, the successful candidate will be screened by the DBS. A criminal record will not necessarily be a bar to employment.
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