Trainee Money Advice Caseworker

Citizens Advice Ltd; Liverpool; Presencial; GBP 26 000 - 36 000; Tempo integral

Resumo da oferta

Citizens Advice is seeking a Debt Advice Caseworker in Liverpool to provide in-person debt and money management advice. The role involves mentoring colleagues, handling complex information, and working collaboratively to deliver high-quality service across multiple channels.

You will support clients through debt relief orders, insolvency options, and welfare benefits, while meeting performance targets and CAB quality standards. Flexibility to cover across sites is required.

Qualificações

• Experience in debt and money advice, including complex casework and insolvency options.
• Willingness to undertake training to meet Money and Pensions Service standards.
• Ability to hit performance targets and quality KPIs.
• Strong communication and numeracy skills, both written and verbal.
• Ability to prioritise workloads and meet deadlines under pressure.
• Comfort with using IT tools and case management systems.

Responsabilidades

• Provide a full debt and money management casework service, including debt relief orders and bankruptcies.
• Deliver services via phone, digital channels, drop-ins, appointments, outreach, and home visits.
• Draft letters, budgets, financial statements, and negotiate with third parties on behalf of clients.
• Maximise income through welfare benefits take-up.
• Prepare cases for tribunals and courts when required.
• Refer clients to appropriate agencies and advisers as needed.
• Maintain service standards and comply with CAB quality frameworks.
• Monitor and report on activity and outcomes.
• Collaborate with colleagues to meet KPIs and target service levels.
• Provide emergency cover and support across the service when needed.
• Analyse complex information and present it clearly in writing for negotiation.

Conhecimentos

Debt casework

Performance targets

Communication skills

Numeracy

Prioritising workload

Teamwork

Feedback and challenge

IT literacy

Cross-site collaboration

Formação académica

IMA Certificate or MaPS accreditation

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Interviews will take place on 11 November 2026.

About the role

Role Purpose:

Do you enjoy helping people? Are you a compassionate and people focused person?

Do you want to make a real difference to the lives of people who are in problem debt and help them find a way forward?

The Debt Advice Caseworker will provide an in-person high-quality debt advice and casework service to the organisation’s clients.

The Debt Advice Caseworker will provide mentoring and support to their co-workers, which will help develop their skills and expertise in debt and money management service, ensuring they deliver our clients with the best possible service.

A demanding role, whereby the Debt Advice Caseworker will have the ability to understand and deal with complex information.

They will work collaboratively with their team, management and external organisations.

Flexibility is a key characteristic of all our posts, and the post-holder may be asked to carry out other tasks consistent with the grade from time to time.

Person specification

To be appointed as a Debt Advice Caseworker, you will need to have:

• 1. Knowledge and experience of complex debt casework, covering priority and non-priority debt advice, options and insolvency solutions.
• OR
• To be appointed as a Trainee Money Advice Caseworker, you will need to have knowledge of advice areas and money advice issues and have experience of giving advice. We’re not looking for the finished article, if you have the right attitude then we can help to develop your skills.
• 2. Experience of achieving performance and quality targets/KPIs.
• 3. Ability and willingness to undertake training and development to comply with Money and Pensions Service and Citizens Advice quality standards.
• 4. Effective oral/written communication skills and be numerate to the level required by the tasks.
• 5. Ability to prioritise own work, meet deadlines, manage workload and targets in a pressured environment.
• 6. An ordered approach to casework and an ability and willingness to follow and develop agreed procedures.
• 7. IT literacy with an ability to use software packages including Microsoft Office products in the provision of advice and preparation of formal written materials.
• 8. Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• 9. Ability and willingness to work as part of a team.
• 10. Understanding of and commitment to the aims and principles of the Citizens Advice service and its equalities and diversity policy
• 11. Ability to work across different sites within Liverpool.
• 12. Institute of Money Advisers Certificate in Money Advice Practice or MaPS Caseworker accreditation equivalent.

Equality and Diversity:

All staff members are expected to demonstrate a commitment to equality and diversity. We recognise and celebrate the positive value of diversity, promote equality and challenge discrimination.

Responsibilities:

• 1. Provide a casework service covering the full range of debt and money management advice, including debt relief orders, bankruptcy, and debt management plans.
• 2. Deliver our service by a range of methods required, including telephone/digital channels, drop-in sessions, appointments, outreach work, and home visits.
• 3. Act for clients where necessary; this includes drafting letters, budgets, financial statements, and negotiating with third parties.
• 4. Ensure income maximisation through the take up of appropriate welfare benefits.
• 5. Prepare and present cases to statutory bodies, tribunals, and courts when required.
• 6. Assist clients with issues, where they may be an integral part of a case, and refer them to the appropriate agencies and advisers.
• 7. Maintain standards of service delivery and ensure that casework conforms to the Citizens Advice membership requirements, the Advice Quality Standard, and the Money and Pensions Service Advice Quality Framework.
• 8. Comply with systems for monitoring and reporting purposes.
• 9. Work collaboratively with colleagues to ensure that the service area meets key performance indicators and targets.
• 10. Assist in the smooth running of the organisation and provide emergency cover for other parts of the service when necessary.
• 11. Analyse and interpret complex information, communicating this effectively in writing with particular emphasis on negotiation and representation.

Research and Campaigns

• 1. Keep up to date with current research trends and campaign issues.
• 2. Participate in research and campaigns activity by providing information on client’s circumstances and acting on behalf of the client.

• 1. An understanding of and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.
• 2. An understanding of the problems and issues associated with unmanageable debt and their implications for clients and advice service provision.
• 3. Recent experience of providing advice to the Advice Quality Standard and/or the willingness and ability to complete full debt advice training.
• 4. A good understanding of the skills and techniques used in interviewing clients through a range of channels including telephone, digital and face-to-face.
• 5. The ability to understand the needs of others and to empower clients to take action for themselves.
• 6. The ability to monitor and maintain own standards, prioritise work and meet deadlines and targets.
• 7. The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• 8. The ability to work as part of a team and to respond positively to change.

We’re Disability Confident

Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.