CEDA Technical Support Officer

Citizens Advice Ltd; Grantham; On-site; GBP 27,000 - 36,000; Full time

Job summary

Citizens Advice Ltd in Grantham is seeking a Technical Support Officer to provide debt advice support to debt advisers and caseworkers, helping clients experiencing consumer debt, with a focus on energy debt.

You will conduct file reviews, provide observations and feedback, measure against quality frameworks, share best practices, and help identify training needs while developing processes to sustain high-quality advice.

Responsibilities

• Provide technical guidance to debt advisers and caseworkers on debt-related cases.
• Undertake file reviews, observations and feedback sessions with caseworkers.
• Measure and evaluate file reviews against quality frameworks.
• Identify and share best practice with caseworkers.
• Ensure training and development needs of caseworkers are identified.
• Develop processes and procedures to improve or sustain the quality of advice.

Job description

With offices in Grantham, Spalding and Stamford, plus outreach centres across the region, we support a population of 225,000 people. Last year, we helped 14,000 clients with 60,000 issues and secured over £7 million of additional income for them. We are here for everyone to help people move on with their lives. We are seeking a Technical Support Officer to join our team and provide debt advice support through a range of channels to our debt advisers and caseworkers, who are helping clients who are experiencing consumer related debt (with a focus on energy debt). This will involve providing caseworkers with technical guidance where needed; undertaking file reviews, observations and feedback sessions with caseworkers; measuring and evaluating file reviews against quality frameworks. The successful applicant will also identify and share best practice with caseworkers and ensure that the training and development needs of caseworkers are identified. They will also develop processes and procedures that improve or sustain the quality of advice given. Full training will be provided.

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