Company Overview
Citizens Advice Bournemouth Christchurch and Poole is part a network of 230 independent charities across that provide free, confidential information and advice to help individuals navigate money, legal, consumer, and other challenges. We are dedicated to empowering people through accessible support and guidance.
Role Overview
Casework
- Provide casework covering the full range of debt advice and financial capability
- 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 and the use of available grants if available
- Support clients through the referral for insolvency process such as Debt Relief Order (DRO) and bankruptcy application
- Assist clients with other related problems where they are an integral part of their case and refer to other projects or specialist agencies as appropriate
- Provide advice and assistance to other staff across the whole range of debt and financial capability issues
- Ensure that all casework conforms to Citizens Advice Quality standard. Adhere to casework requirements specific to debt, which will incorporate all letters and advice being FCA compliant. Ensure that FCA regulations and principles are followed at all times.
- Maintain case records for the purpose of continuity of casework, information retrieval and statistical monitoring and report preparation.
- Work with Quality Officer in respect of remedial action as the result of an independent file review on a monthly basis
- Ensuring that Breathing Space is used effectively and BS regulations are adhered to
Research and Campaigns
- Assist with social policy work by providing information about clients’ circumstances
- Provide statistical information on the number of clients and nature of cases and provide regular reports to management
- Monitor service provision to ensure that it reaches the widest possible client group with the BCP borough
- Alert other staff to local and national issues
Professional Development
- Keep up to date with legislation, case law, policies and procedures relating to debt, money advice and financial capability and undertake appropriate training
- Read relevant publications
- Attend relevant internal and external meetings as agreed with the line manager
- Prepare for and attend supervision sessions, team meetings and management team meetings as appropriate
- Assist with service initiative for the improvement of services
- To keep training records
- To study and sit the Institute of Money Advice examination when appropriate and to then fulfil the requirements of the IMA CPD annual scheme.
- Willingness to train as a DRO Intermediary in the future, if deemed necessary
- To work in line and within the standards and regulations of Money Advice Pension (MAPs), Institute of Money Advisers (IMA) and Financial Conduct Authority standards.
Administration
- Review and make recommendations for improvements to services
- 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.
Public Relations
- Liaise with statutory and non-statutory organisations and represent the service to outside partners as appropriate.
We are seeking a proactive and detail-oriented Debt Caseworker to join our team. In this vital role, you will assist clients in managing their debt issues by providing expert advice, conducting thorough data entry, and supporting them through the resolution process. Your efforts will help individuals regain financial stability while ensuring compliance with organisational procedures.
Join us to make a meaningful difference! As a Debt Caseworker, you’ll play a crucial role in helping individuals overcome financial difficulties by providing clear guidance, compassionate support, and practical solutions. We value energetic professionals who are eager to contribute their skills toward empowering others.
Pay: £24,573.33-£26,218.16 per year
Benefits:
- Bereavement leave
- Casual dress
- Company pension
- Health & wellbeing programme
- Sick pay
Work Location: In person
