Citizens Advice Liverpool – Debt Advice Caseworker (Trainee)

Posts available: 2.Contract: 1 Permanent and 1 Fixed term until 30 June 2027.Salary: £27,096 (£30,106 after 6 months, when training requirements are met.)Hours per week: 35 hours.Reporting to: Head of Money Advice and Financial Inclusion Services.Location: Various locations across the Liverpool area. Some flexible hybrid working – 4 days office based, 1 day work from home.

Benefits

• Generous annual leave of 27 days plus bank holidays (with an additional day per year after 4 years’ service up to a maximum of 32 days plus bank holidays)
• Hybrid Working Scheme
• Interest-free travel loans
• Employee Assistance Programme
• Pension Scheme
• Cycle to Work Scheme
• Enhanced maternity, paternity, and adoption leave pay
• Free VDU eye care test
• Professional and advice sector recognised training.

Job Description

• 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.

Responsibilities

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

Research and Campaigns

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

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.

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