Resilience Coach: Client-Centric Financial Empowerment Hybrid

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

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.