Permanent, (4 or 5 day roles)
We are looking for accredited Debt Advisers to provide comprehensive advice and support to clients in Merton and Lambeth. If you have at least one year’s post certificate training, are accredited to give debt advice, are passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you.
The successful candidates 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 follow up advice and casework. You will also be very well informed with regards to legislation, case law and policy changes relating to debt and benefits.
You must be prepared to work flexibly, currently due to the Covid-19 Pandemic, work will be home based until a time when our offices (Mitcham, Morden and Streatham Hill) and outreach venues re-open. 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 advice/casework in line with Financial Conduct Authority
- Provide generalist advice in benefits and housing as required
- Complete Debt Relief Orders on behalf of clients
- Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor approach to advice accordingly
- 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
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
- Work with your line manager, Head of Advice Services 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 Head of Advice Services and Chief Executive
- 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.
- Generalist Adviser certificate (Citizens Advice or equivalent)
- Accredited debt adviser (either through relevant Citizens Advice debt training, Giving Good Debt Advice or Wiser Adviser training).
- Debt Relief Intermediary or willing to train
- Ability to prioritise work, meet deadlines and manage caseload
- IT competency and experience
- Ability and willingness to work as a team
- Understanding of and commitment to the aims and principles of Citizens Advice service
- Experience of working with clients affected by mental health
- Experience of using client management databases (we use Casebook)
Terms and Conditions
Full time or part time positions, 37.5 hours (5 day week) or 30 hours (4 day, Mon to Thurs)
Location: Charity offices and outreach (but currently home working owing to Covid-19)
Salary: £28,000 per annum
Annual Leave: 25 days (pro rate for part time), Charity Day, plus public holidays
Pension: The charity operates a group pension scheme
Child Care Vouchers
Employee Assistance Programme
HOW TO APPLY
Please send the completed Application Form, together with Equality Monitoring Information to firstname.lastname@example.org (please note we will not consider CVs for this role). If you wish to confidentially discuss the role with Karen Brunger, our Head of Advice Services, please email Karen on email@example.com in the first instance.
The deadline for applications is 6 pm on Thursday 17 September. Interviews will take place via Zoom Tuesday 22 September 2020. If you do not hear from us, we are afraid your application was unsuccessful.
We look forward to hearing from you.