Technical Support Officer — Debt Advice & Quality Coach

Citizens Advice; Grantham; On-site; GBP 25,000 - 34,000; Full time

Job summary

Citizens Advice in Grantham is seeking a Technical Support Officer to join our debt advice team and provide technical guidance to caseworkers delivering consumer debt advice, including energy debt support, across multiple channels.

You will conduct file reviews, provide feedback, and help measure quality against established frameworks while sharing best practices and identifying training needs for staff. Full training will be provided to support your success.

Qualifications

• Provide debt advice support through a range of channels to debt advisers and caseworkers.
• Provide technical guidance where needed to 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.

Responsibilities

• Provide debt advice support through a range of channels to debt advisers and caseworkers, with a focus on energy debt.
• Undertake file reviews, observations and feedback sessions with caseworkers.
• Measure and evaluate file reviews against quality frameworks.
• Identify and share best practice with caseworkers and ensure training needs are identified.
• Develop processes and procedures that improve or sustain the quality of advice given.

Job description

Citizens Advice in Grantham is seeking a Technical Support Officer to join our debt advice team and provide technical guidance to caseworkers delivering consumer debt advice, including energy debt support, across multiple channels.

You will conduct file reviews, provide feedback, and help measure quality against established frameworks while sharing best practices and identifying training needs for staff. Full training will be provided to support your success.