Citizens Advice Lindsey
Hybrid remote in Lincoln
Job details
Here’s how the job details align with your profile.
Pay
Job type
Shift and schedule
BenefitsPulled from the full job description
Debt Call Centre – Debt Caseworker/Trainee Debt Caseworker
Salary: £26,882 100% proficient
Full time – 37.5 hrs weekdays as well as evenings and Saturday morning shifts
Contract term: Permanent
Main base: Lincoln
Start Date: Feb/March 24
Benefits include:
Pension: Nest Workplace Pension Scheme
Annual leave: 33 days paid holiday per year including bank holidays
Sick pay: Contractual
Hybrid working available
Citizens Advice
Citizens Advice Lindsey offers free confidential, impartial advice. We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. We help with everything from money issues to problems at work, housing to consumer rights.
Role Responsibilities
We are looking for a well organised trainee or fully competent Debt Caseworker to join our new national call centre. The successful candidate will undertake relevant training to provide an in-depth casework service to clients, working on telephone and digital services. This will include full support and development offered.
The successful candidate will need a good working knowledge of money and debt advice, or transferable skills to meet the Financial Conduct Authority , Money Advice and Pensions Service and other standards and achieve high quality outcomes. Must have the ability to prioritise cases, manage a full caseload efficiently as well as the ability to work as part of a team. Ideally, a background working with clients in a financial setting would be an advantage. However, if you feel you have the potential and transferable skills please apply.
How to apply:
Please submit your CV and covering letter.
Job Description
Context of role: The post of the telephone and digital Debt adviser is based at Citizens Advice Lindsey and reports to the Specialist Supervisor. The post holder will provide debt and budgeting advice to clients calling the National Citizens Advice debt helpline . Ideally you will be a fully trained money adviser however a trainee would be considered as full training is available.
Core Duties:
Provide advice and casework covering the full range of debt and money issues. This will be via telephone, webchat, email and video chat
Taking client instructions; this may include, but is not limited to; drafting letters/emails to the client and third parties, preparing financial statements and negotiating with third parties.
- To efficiently deal with any communication from the client and third parties.
- To be willing to go the extra mile and provide the best possible outcome for clients.
- To provide excellent client care and recognise the benefits of this.
- To ensure income maximisation through the take up of appropriate welfare benefits.
- To prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.
- To carry and manage own caseload, opening/closing cases appropriately, and carrying out reviews in accordance with MaPS guidance.
- To recognise when a client may be considered ‘vulnerable’ and the policy and procedures in place to provide extra support when required.
- 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 work cooperatively with other staff and volunteers to provide advice and assistance across the whole range of debt and money advice issues.
- To ensure that all casework conforms to the Citizens Advice Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
- To ensure that Money Advice Services meet FCA, MaPS, and other appropriate Quality Standards
- To accurately record and work towards the achievement of agreed organisational, departmental and individual KPIs and targets
- To maintain accurate case and client records using a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- To ensure that all work conforms to the Citizens Advice systems and procedures.
Research and Campaigns:
- Assist with research and campaigns work by providing information about clients’ circumstances.
- Provide statistical information on the number of clients and nature of cases and provide regular reports to Citizens Advice management.
Professional Development:
- Keep up to date with legislation, case law, policies and procedures relating to debt and money advice and undertake appropriate training.
- Take responsibility for acquiring the required CPD points necessary for contract compliance.
- Read relevant publications.
- Attend relevant internal and external meetings as agreed with the line manager.
- Prepare for and attend supervision sessions/team meetings/management team meetings as appropriate.
- Assist with Service initiatives for the improvement of services.
Administration:
- Review and make recommendations for improvements to Citizens Advice services.
Maintain local information systems.
- Use IT for statistical recording, record keeping and document production.
- Keep up to date with policies and procedures relevant to Citizens Advice work and undertake appropriate training.
- Attend internal and external meetings as agreed with the manager.
- Maintain close liaison with relevant external agencies.
- Maintain a library of reference material and case law.
Public Relations:
- Liaise with statutory and non-statutory organisations and represent the Service on outside bodies as appropriate.
- An ability to establish good working relationships with colleagues and stakeholders including service users and a wide range of agencies.
Other Duties and Responsibilities:
- Support and mentor other colleagues and share learning where required to ensure the effective delivery and development of the service.
- Carry out any other tasks that may be within the scope of the posts to ensure the effective delivery and development of the service.
- To positively represent Citizens Advice and demonstrate commitment to the aims and policies of the Citizens Advice service.
- Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
Person specification:
Essential
Numerate with the ability to analyse data and draw conclusions
Effective communication skills (oral & writing) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
Fully understand the issues involved in interviewing clients and demonstrate an understanding of social trends and their implications for clients and the service.
Have an ordered approach to casework and an ability and willingness to follow and develop agreed procedures. Utilising IT in the provision of advice and the preparation of financial statements and reports.
Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
Ability and willingness to work as part of a team
Understanding of and commitment to the aims and principles of the organisation’s service and its equality and diversity policies.
Desirable
In-depth knowledge and experience of the debt advice work
Qualification as a DRO intermediary
Attitude and motivation:
Interest/enthusiasm for debt advice work.
A commitment to continuous professional development (CPD), including a willingness to develop knowledge and skills in required areas.
Ability to work as part of a team.
Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met.
Job Types: Full-time, Permanent
Salary: £23,353.00-£26,882.00 per year
Application question(s):
- Criminal convictions: having a criminal record will not necessarily bar you from working with CALindsey – much will depend on the type of job you have applied for and the background and circumstances of your offence. If you have any previous convictions not regarded as spent under the Rehabilitation of Offenders Act 1974 please provide details of the offence and the date of conviction
- Have you uploaded your Covering Letter (describing how you meet the person specifications) with this application? (Please note that applications submitted without a covering letter will NOT be considered).
- Are you able to work occasional shifts across 9am to 8pm Mon to Fri and Saturday from 9am to 1pm.
- Are you a current client of Citizens Advice?
Education:
- GCSE or equivalent (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Application deadline: 19/02/2024
Apply here Citizens Advice Lincoln Lindsey Jobs | Indeed.com
