Generalist Debt Adviser

Citizens Advice Ltd; Lewisham; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Citizens Advice Ltd is seeking a Debt Advice Worker to support over-indebted Londoners with free, face-to-face advice. You will maintain detailed case records and stay updated with relevant debt legislation, policies and CPD requirements.

The role is hybrid (home-based with travel across Lewisham) and full-time (35 hours per week). You will provide practical, tailored guidance, research options, and assist clients in maximising income while ensuring high-quality service and compliance with

Qualifications

• Experience delivering debt advice in non-profit settings.
• Money Advice Service qualification at level 3 or higher.
• Experience delivering high-quality advice and casework with data collection for funder monitoring.
• IT skills and ability to use a CMS to deliver advice across multiple channels.

Responsibilities

• Provide free, face-to-face debt advice to over-indebted Londoners.
• Maintain detailed case records and ensure quality standards.
• Keep up to date with debt legislation, policies and training requirements.
• Work to a plan, manage workload, and meet targets and milestones.
• Undertake additional tasks defined by management.

Skills

Effective communication

Negotiation

Customer service

Case management

Sensitive listening

Financial awareness

Education

Money Advice Service qualification (level 3+)

Cert MAP (Desirable)

Tools

CMS / Client Management System

Job description

Job summary

Salary £29,000 per annum

Location Hybrid working (home-based, with travel across Lewisham required).

Reports to: CAL Debt Supervisor, Line Manager

Full-time: 35 hours per week

Location: Hybrid working (home-based, with travel across Lewisham required).

Salary: £29,000 per annum

Job purpose:

• 1. To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances
• 2. To maintain detailed case records
• 3. Keep up to date with legislation, policies and procedures and undertake appropriate training

Main duties and responsibilities:

• 1. To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances This includes:
  • ∙ Interviewing those that access our service using sensitive listening and questioning skills in order to allow them to explain their problem(s) and empower them to set their own priorities
  • ∙ Researching and exploring options and implications so that those accessing our service can make informed decisions
  • ∙ Ensuring income maximisation through the appropriate take up of income, including those relating to water charges, benefits, tax and housing
  • ∙ Providing in-depth quality advice and on-going casework, including acting for the client where necessary using appropriate communication skills and channels
  • ∙ Maintaining detailed case records, ensuring that all work meets all auditing and quality standards and the requirements of the funder
• 2. To maintain detailed case records This includes:
  • ∙ Ensuring that all work meets all auditing and quality standards and the requirements of the funder
  • ∙ Ensuring all case records are written up in a timely manner
• 3. Keep up to date with legislation, policies and procedures and undertake appropriate training This includes:
  • ∙ Ensuring you complete a minimum of 16 hours/equivalent of technical debt advice CPD accredited training or qualifying activity and maintaining an up-to-date record of all training sessions
• 4. Contribute to team
  • ∙ Work to an agreed work-plan, meeting targets and milestones
  • ∙ Prioritise and manage your own workload
  • ∙ Be an active member of the team, identifying opportunities for your own development
  • ∙ Compliance with CAL policies and procedures, including health and safety
  • ∙ Demonstrate financial efficiency and value for money throughout work
  • ∙ Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice
• 5. Other
  • ∙ Undertake additional tasks as defined by the CEO and Line Manager

Person specification:

Attributes and Behaviours

• - Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies.
• - An ordered approach to casework and an ability to follow set procedures concerning casework and file management to achieve the expected standard required of the role.
• - Effective oral communication skills with particular emphasis on negotiating and representing.
• - Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
• - Numerate to the level required in the tasks.
• - Understand the issues involved in interviewing clients.
• - Ability to remain non-judgmental.
• - Ability to provide outstanding customer service.
• - Ability to prioritise own work, meet deadlines and manage caseload.
• - Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
• - Ability to give and receive feedback objectively and sensitively.
• - Understanding of the debt advice model with proven casework skills and experience of dealing with complex and challenging cases.
• - A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.

Knowledge and Experience

• - Previous experience of providing debt advice in non-for-profit organisations. At least one year, or equivalent, competencies in debt advice (Essential)
• - Hold a valid Money Advice Service accredited qualification in debt advice to level three, or higher (Essential)
• - Experience of delivering high quality advice, casework and financial capability sessions to meet targets whilst ensuring collection of data to support funder’s monitoring and reporting requirements (Essential)
• - Have essential IT and telephone skills and ability to use an online based Client Management System (CMS) to deliver advice across multiple channels and maintain case records (Essential)
• - Hold a Certificate in Money Advice Practice (Cert MAP) from the IMA in partnership with the University of the West of England (UWE) (Desirable).