Advice Roles

Citizens Advice LeicesterShire; England; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

Citizens Advice LeicesterShire seeks a Resilience Coach Caseworker to support clients across Leicestershire, delivering Tier 2 sustained casework that blends income maximisation, debt budgeting, and housing stability with trauma-informed coaching.

The role involves travel to branches and venues, some home working, and adherence to GDPR and safeguarding principles. A compassionate, client-focused approach is essential for long-term resilience outcomes.

Qualifications

• Experience delivering advice in client-facing roles.
• Understanding of GDPR and data protection.
• Ability to plan and prioritise workload.
• Excellent communication across methods.
• Willingness to learn and develop.
• Experience with case management systems.

Responsibilities

• Manage an active caseload of clients requiring sustained intervention to achieve long-term financial and personal resilience.
• Apply trauma-informed practice principles to establish empowering, supportive relationships with clients.
• Carry out comprehensive income maximisation, including benefit entitlement calculation and assistance with claims / appeals.
• Deliver non-regulated debt advice, financial capability training, and budgeting plans.
• Identify when a client's debt or housing issues require referrals to Tier 3 Specialists.
• Work with clients to set realistic goals, reviewing progress periodically to ensure independent and sustained resilience.
• Maintain detailed, audit-ready casenotes and action plans on the client record management system.
• Attend internal and external meetings as agreed with your line manager.

Skills

Communication skills

Time management

Active listening

IT skills

Client-facing experience

Emotional resilience

Numeracy

Tools

Google Workspace

Job description

Indicative Job Description & Person Specification

Resilience Coach Caseworker

Typically £25,000 FTE (37 hrs) pro-rata for part-time hours Salary evaluations underway which may result in some salaries being re-evaluated - no salaries will be decreased

Full time and part-time hours considered

Contract

Permanent

Location

Travel across Leicestershire to branches and community venues, plus some home working

Line Manager

Service Manager / Service Supervisor

People Management

This role has no line management responsibilities

DBS Check

This role is subject to a basic DBS check

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role forms part of Tier 2 within the structure.

Tier 3 – Specialist Advice & Complex Casework

As a Resilience Coach, you’ll deliver Tier 2 Sustained casework designed to drive long-term resilience outcomes for clients. Moving beyond one-off advice, you will work intensively with clients over time, combining income maximisation, non-regulated debt/budgeting support, housing stability work, and trauma-informed coaching to build financial capability and personal strength. Ensuring clients are seamlessly routed into Tier 3 Specialist intervention where appropriate.

Main Duties and Responsibilities

Casework and Coaching

• Manage an active caseload of clients requiring sustained intervention to achieve long-term financial and personal resilience.
• Apply trauma-informed practice principles to establish empowering, supportive relationships with clients.
• Carry out comprehensive income maximisation, including benefit entitlement calculation and assistance with claims / appeals.
• Deliver non-regulated debt advice, financial capability training, and budgeting plans.
• Identify when a client's debt or housing issues require referrals to Tier 3 Specialists.
• Work with clients to set realistic goals, reviewing progress periodically to ensure independent and sustained resilience.
• Maintain detailed, audit-ready casenotes and action plans on the client record management system.

Administration

• Attend internal and external meetings as agreed with your line manager.
• Prepare for and attend supervision sessions and team meetings.
• Manage your workload using task lists to make sure work is completed, deadlines are met and cases are closed in good time.
• Contribute case studies for reporting purposes when needed.

Targets

• Work towards agreed targets for your role, keeping your line manager informed if you run into any difficulties.

Learning and Development

• You’ll be supported to learn our client management system and advice resources so you can find, interpret and communicate the right information with confidence.
• Stay up to date with changes to advice, policies and procedures, and take part in training - making sure any mandatory training is completed on time.
• Take ownership of your own development by seeking out learning opportunities, including reading relevant publications.

Research and Campaigning

• Play an active part in local and national campaigns by sharing relevant information, working closely with your line manager.

Other Duties and Responsibilities

• Share our commitment to the aims, principles and values of the advice service.
• Prepare for and participate in regular one to one supervision and team meetings.
• Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
• Look after yourself and your colleagues by following our health and safety guideline s.

Our Values

At Citizens Advice Leicestershire, everything we do is guided by our four core values. We expect all staff, volunteers and apprentices to demonstrate these in how they work

Person Specification

Criteria

Essential / Desirable

Measured by

1

Committed to the aims, principles, and values of Citizens Advice LeicesterShire.

A

2

Able to travel to locations across Leicestershire.

A

3

Respectful and open to views, values and cultures different from your own.

A

4

Excellent communication skills, written and verbal, across a range of methods including face to face, telephone, digital platforms and email.

A, I

5

Able to plan and prioritise own workload, meeting deadlines and targets, with appropriate support.

A, I

6

Excellent IT skills across a range of applications, particularly with Google Workspace.

A, T

7

Able to work with numbers, including percentages.

A, T

8

Experience of delivering advice formally or working in a client-facing or customer-facing role.

A

9

An understanding of confidentiality and data protection responsibilities, including safe handling of sensitive personal information in line with GDPR.

A

10

Able to listen carefully, extract key information, and identify priority or time-sensitive issues.

I, T

11

Able to maintain clear, accurate, and timely records of work carried out with or on behalf of clients.

I

12

Able to receive and act on feedback professionally, and to challenge constructively when appropriate.

I

13

Able to engage with clients in a warm, non-judgmental way, including those who are in distress or in vulnerable circumstances.

I

14

Able to work well as part of a team, with a flexible, self-motivated approach and the ability to work independently when needed.

I

15

A willingness to learn and develop, including completing the Certificate in General Advice (full training provided).

I

16

Able to manage emotionally demanding work, sustain performance under pressure with appropriate support and maintain your own wellbeing over time.

I

17

Experience of working with client management systems (training on our case management system will be provided).

I

18

Working knowledge or experience of income maximisation and non-regulated debt advice.

I

Measured by:

Home/Hybrid Working

For roles that include home working, it is a requirement that you have a reliable internet connection, a private space to work confidentially, and a safe, comfortable setup in line with our home working policy. You'll be trusted to manage your own time and work independently while remote. Because of restrictions on accessing our systems, your primary residence needs to be in England or Wales.