Money Advice Caseworker

Citizens Advice Bureau; Barnstaple; On-site; GBP 13,000 - 18,000; Part time

Benefits offered by this job

Loyalty based holiday entitlement

Employer auto enrolment contribution

Christmas shutdown

Job summary

Citizens Advice Torridge, North, Mid and West Devon is looking for a dedicated Money Advice Caseworker to provide money and debt guidance to clients across face-to-face, video, digital or telephone channels. The role supports those with complex needs and language barriers within a responsive team.

You will gather information, research options, refer to specialists, keep accurate records, and travel across our offices and outreach locations as required.

Qualifications

• Recent customer service experience across face to face, telephone and/or digital channels.

Responsibilities

• Provide money advice to external clients through face to face, video, digital appointments or on the telephone.
• Research options impartially and communicate clearly to clients.
• Undertake administrative duties to support the Money Advice Team.
• Work with specialist services and make referrals as appropriate.

Skills

Customer service

Sensitive listening

Interpersonal skills

IT skills

Travel across area

Feedback handling

Equity, Diversity & Inclusion

Tools

IT tools

Job description

Are you an excellent communicator and passionate about helping people in need? Citizens Advice Torridge, North, Mid and West Devon wants to hear from you!

We are looking for a dedicated and enthusiastic individual to provide effective and high quality money/debt advice solutions to clients, working within a client focussed and responsive team.

This role supports people with complex needs and those for whom language or communication may be a barrier. As such, you will need to be a strong communicator with excellent interpersonal skills, committed to developing your knowledge and happy to work flexibly across offices and outreach locations.

You will have excellent listening and questioning skills and understand how to adapt to the needs of others whilst embracing the charity's twin aims.

This role will be based at one of our Torridge, North, Mid and West Devon offices, with the expectation that travel may be required to other offices across our geographical area.

JOB SPECIFICATION

Main purpose of the job

• Provide money advice to external clients through face to face, video, digital appointments or on the telephone.
• Research all of the options available to the client, adopting an impartial and non-judgmental stance.
• Undertake administrative duties to support the Money Advice Team.
• Work alongside specialist services and make referrals in to them as appropriate.

Gather information to support our Research and Campaigns Team.

Advice giving:

• Interview clients using sensitive listening and questioning skills.
• Use the Citizens Advice resources to find, interpret and communicate the relevant information.
• Research and explore options and implications so that clients can make informed decisions.
• Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
• Negotiate with third parties such as statutory and non-statutory bodies as appropriate.
• Refer internally or to other specialist agencies as appropriate.
• Ensure that all work conforms to the Advice Quality Standard and regulatory bodies requirements.
• Ensure that work reflects and supports the Citizens Advice service equity and diversity strategy.

Administration:

• Use IT for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production.
• Ensure all compliance training is completed on an annual basis.

Other duties:

• Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
• Demonstrate commitment to the aims and policies of the Citizens Advice service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
• Comply with all Citizens Advice information assurance guidelines.
• Keep up to date with legislation, policies and procedures and undertake appropriate training.
• Complete necessary CPD activities as directed.
• Attend relevant internal and external meetings as agreed with the Team Leader.

PERSON SPECIFICATION

• Recent customer service experience with one or all of the following channels – face to face, telephone and/or digital (webchat or email).
• Proven ability to use sensitive listening and questioning skills with clients/customers to get to the root of the problems whilst maintaining the
  structure of the interview.
• Ability to travel across our geographical area as required, sometimes at short notice.
• Proven ability to give and receive feedback objectively and sensitively, and a willingness to challenge constructively.
• Demonstrable high level IT skills, with an ability to support clients/customers with their own IT needs. Including research skills using online resources.
• Experience in using sensitive listening and questioning skills.
• A commitment to continuous professional development including a willingness to develop knowledge and skills in advanced topics.
• An understanding of and ability to work within the aims and principles of the Citizens Advice service with a strong focus on Equity, Diversity and Inclusion.
• Experience of working in the charitable or third sector.
• Knowledge of the benefits system and/or debt remedies.
• An understand ing of social trends and their implication s for clients and service provision.

Interviews for this role will be held on 17th and 18th September.

Benefits

• Loyalty based holiday entitlement
• 3% employer auto enrolment contribution (where applicable)
• Additional Christmas shutdown

Competitive

09-09-2026

Hours

22.2 hours per week

Job attachments

Money_Advice_Caseworker_Recruitment_Pack_4_.pdf