Debt Adviser (Experienced and Trainee) (full- or part-time)
Hours: Full- and part-time positions
Contract: Permanent
Location: CAML charity offices and outreach venues
Salary (pro rata for part time): From £28,000 per annum
Annual Leave: 25 days (pro rata for part time), Charity Day, plus public holidays
Pension: The charity operates a pension scheme
The charity offers an employee assistance programme
Deadline: 6pm, Thursday 16th May 2024
Citizens Advice Merton and Lambeth (CAML) is the leading advice charity supporting individuals and families across the London boroughs of Lambeth, Merton and beyond. We provide a range of information, support and advice services. We also work to raise awareness and understanding of the challenging issues affecting our clients and communities.
We are looking for an accredited Debt Adviser to provide comprehensive debt advice and support to those in need. If you have at least one year’s experience as an accredited debt adviser, passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you.
If you are not an accredited Debt Adviser but you are an accredited Generalist Adviser with at least one year’s experience, are willing to complete the relevant training, passionate about supporting Merton and Lambeth residents, we would love to hear from you.
The successful candidate will have excellent interpersonal skills and be able to work flexibly with clients. You will be meticulous in your work, especially when supporting clients and maintaining case records for continuity of casework. You will also be very well informed with regards to legislation, case law and policy changes relating to debt and benefits.
Our offices have excellent public transport links and Mitcham also has a carpark. We offer a friendly and welcoming work environment and can provide flexible work opportunities dependent on service demands.
Main duties and responsibilities
Provide comprehensive, full range of debt advice in line with Financial Conduct Authority and Debt Advice Quality Framework
Commit to train for debt adviser (if trainee) and ongoing training/development (all roles) as requested by the charity
Provide generalist advice in benefits, income maximisation and housing as required
Complete Debt Relief Orders on behalf of clients (if accredited)
Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor approach to advice accordingly
Provide a clear plan of action and follow-up on actions relating to cases as appropriate
Follow-up on actions relating to cases as appropriate
Identify and escalate serious problems, including safeguarding, appropriately
Ability to work to own initiative within a team environment.
Work closely with service colleagues and wider CAML team
Support clients in CAML offices and outreach venues
Monitoring Quality and Case Recording
Ensure all client engagement and support is comprehensively and accurately recorded
Review your work, and monitor quality standards, as per the Citizens Advice quality framework
Ensure data protections regulations are adhere and office procedures followed
Work with your line manager, senior managers and charity colleagues to develop and improve services, and your own standards.
Other Duties and Responsibilities
With wider charity team and other organisations, ensure clients are supported with related advice issues
Ensure all work is fully compliant with our policies and procedures and Citizens Advice Quality Standard
Assist and contribute to the charity’s communications, research and campaigns work
Maintain positive working relations with our stakeholders
Professionally represent Citizens Advice Merton and Lambeth
Other duties as requested by your line manager, senior manager and Chief Executive
Professional Development
All our team receive comprehensive induction to the charity and our work. We support Advisers in their professional development to ensure we’re up to date with recent legislation, case law, policies and procedures relating to benefits and debt and undertake appropriate training as agreed with your line manager (Head of Advice Services).
Person Specification
Generalist Adviser certificate (Citizens Advice or equivalent) – Essential
Accredited debt adviser (either through relevant Citizens Advice debt training, Wiser Adviser training). – Essential for accredited role
Willingness to undertake training and development to comply with Citizens Advice quality standards
Experience of using client management databases (we use Casebook) - Desirable
Ability to prioritise work, meet deadlines and manage caseload - Essential
IT competency and experience - Essential
Ability and willingness to work as a team - Essential
Understanding of and commitment to the aims and principles of Citizens Advice service - Essential
This job description and personal specification does not form part of any contract.
If you’re interested in the role and joining us, we would be delighted to hear from you. Please send the completed application form (together with equality monitoring information) to recruitment@caml.org.uk (please note we will not consider CVs for this role).
The deadline for applications is 6pm, Thursday 16th May 2024.
If you do not hear from us, we are afraid your application was unsuccessful.
We reserve the right to close applications early if we receive sufficient applications for the role.
We are registered with the Information Commissioner's Office and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. Please refer to our online Privacy Policy at www.caml.org.uk for more information on how your personal data will be processed and stored.