Debt / Trainee Debt Caseworker

7 months ago

Doncaster, United Kingdom Citizens Advice Doncaster Borough Full time

We are looking for a Debt Caseworker or trainee debt adviser to provide debt advice services to clients across Doncaster. If you have advice experience, are passionate about supporting individuals and families in need and interested in joining a dedicated, professional team we would love to hear from you.

You will work to achieve the best outcomes for clients, and demonstrate commitment to the aims and principles of the Citizens Advice Service.

You will thrive under pressure and enjoy working on your own initiative as well as being an integral part of our team and will go the extra mile to get the job done, be confident and pro active when dealing with clients, partners and colleagues and will demonstrate commitment to the aims and principles of the Citizens Advice Service.

A flexible approach and the ability to work in various locations as needed is required and includes but is not limited to Doncaster, Mexborough and Stainforth

**Responsible to Operations Manager**

**Role purpose**

To undertake all work related to the debt project and first-stage assistance to debt clients. Duties include but are not restricted to
- Provide or Progress to providing casework covering full range debt.
- Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.
- Negotiate with third parties as appropriate.
- Ensure income maximisation through the take up of appropriate benefits.
- 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.
- Ensure that all debt advice and casework conforms to the bureau's Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
- Maintain quality assured case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
- Ensure that all work conforms to the CADB and Funder systems and procedures.
- Using electronic debt assessment systems to triage and direct clients appropriately
- Assess client’s situation and provide information and advice on options and next steps, using effective communication skills to obtain financial information
- Updating clients on case progression and chasing any outstanding documentation/ action
- Using Citizens Advice client recording systems appropriately and as required to produce and maintain client records, case files and financial information / reports
- Manage and build positive working relationships with referral partners and external agencies

**Personal Development**
- Undertake training for this role as required by Money Advice and Pension Service via Citizens Advice
- Keep up to date with legislation, case law, policies and procedures relating to debt and undertake appropriate training.
- Read relevant publications.

**Research and Campaigns**
- Assist with social policy work by providing information about clients' circumstances through the appropriate channel.

**Other duties and responsibilities**
- Help to arrange and attend events as required
- Abide by health and safety guidelines and share responsibility for own safety and that of colleagues
- Any other relevant administrative and support duties required to ensure the smooth running of the service and organisation
- Ensure that work undertaken reflects and supports the Citizens Advice service’s equality and diversity strategy

**Person specification**

A reliable,conscientious team player who works well under pressure and strives to achieve and support organisational, project and individual goals You will require
- Excellent organisational, IT and administrative skills
- Commitment to providing the best experience and outcomes for clients
- A Commitment to working within the aims, principles and policies of the Citizens Advice service
- Understanding and experience of debt casework.
- Experience of working to targets.
- Ability to provide advice and support through a variety of channels, Face to face, webchat and telephone.
- The ability to plan and organise own workloads and prioritise effectively to meet deadlines under pressure
- Ability to monitor and progress own standards and skills through continuous professional development and training
- Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively
- Excellent verbal communication skills, including the ability to deal appropriately with a range of people both face-to-face and by telephone and webchat
- Excellent numeracy skills and understanding of effective debt assessment process
- IT skills including word/ spreadsheets / database packages
- Ability to prioritise own work,meet deadlines,monitor and maintain own standards.
- Keep up to date with legislative changes in relation to debt advice
- Qualified Debt Relief Order Intermediary or willingness to obtain

Full time 37 hours per week Monday - Friday

Debt Specialist

£24,640 - £

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