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Citizens Advice Mid Mercia; East Midlands; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Citizens Advice Mid Mercia invites applications for a full‑time Housing and Debt Telephone Caseworker in Derby. You will join the Derby‑based team delivering the Legal Aid Specialist Telephone Advice Service (TAS) and provide telephone housing and debt advice to clients.

You will open and manage cases, communicate options to clients and maintain strict confidentiality while working to KPIs and deadlines. The role emphasises sensitive listening and accurate case management in a collaborative

Responsibilities

• Open and action cases quickly according to KPI set by line manager
• Maintain cases to a high standard on the case management system
• Meet deadlines and performance targets set by line manager
• Assist the Legal Services Manager and other team members as required
• Interview clients with sensitive listening and questioning skills to understand problems and priorities
• To interpret information and present options to clients
• Assist clients with related problems and refer to other advisers or specialist agencies as appropriate
• To maintain confidentiality, use discretion and sound judgement in undertaking all areas of responsibilities

Job description

Legal Aid Caseworker (Housing and Debt)

Company: Citizens Advice Mid Mercia

Salary: £26,436.80 to £27,108 a year

Hours: Full-time

Location: Derby, DE24 8BG

Working pattern: On-site

Job type: Contract

Closing date: 25 Sept 2026

We are looking for a full‑time Housing and Debt Telephone Caseworker to join our Derby‑based team, supporting the delivery of the Legal Aid Specialist Telephone Advice Service (TAS). The role will be to deliver telephone advice to clients with housing and housing related debt matters.

Responsibilities / Key Tasks:

• Ensure that cases are opened and actioned in a swift time and manner according to the relevant KPI as advised by your line manager
• Maintain cases to a high standard on the case management system
• Meet deadlines and performance-based targets set by your line manager
• Assist the Legal Services Manager and other team members as required
• Interview clients using sensitive listening and questioning skills to allow clients to explain their problem(s) and empower them to set their own priorities
• To interpret information and present options to clients
• Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate
• To maintain confidentiality, use discretion and sound judgement in undertaking all areas of responsibilities

Benefits / Perks:

• Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.