Research & Campaigns

• Assist with research and campaigns work by providing information about clients’ circumstances.
• Provide statistical information on the number of clients and nature of cases and provide regular reports as required.

Professional Development

• Keep up to date with legislation, case law, policies and procedures relating to specified area and complete appropriate training.
• Attend relevant internal and external meetings as required
• Participate in Citizens Advice Debt Quality processes and procedures.
• Prepare to attend supervision session/team meetings/management team meetings as appropriate.

Administration

• Use IT for statistical recording, record keeping and document production.
• Maintain a library of reference material and case law.
• Liaise with statutory and non-statutory organisations and represent the service as appropriate.

Other duties

• Any other relevant duties as required to ensure the effective provision of the advice service.
• Abide by health and safety guidelines and share responsibility for own safety and that of colleagues.
• Use a range of IT in the provision of debt advice, including but not limited to: webchat, email, telephone, bespoke money advice toolkits and the Debt assessment.
• Demonstrate commitment to the aims and policies of the Citizens Advice Service.

Person specification

Essential Criteria

• A good standard of numeracy and literacy, which usually means 5 GCSE’s or equivalent including maths and English or other relevant qualification/experience.
• In-depth knowledge and experience of debt advice casework (training will be provided as required).
• Effective communication skills (oral & writing) with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence.
• Ability to respond sensitively to clients from a variety of backgrounds who are under pressure and negotiate with third parties in order to minimise conflict.
• Fully understand the issues involved in interviewing clients
• Demonstrate an understanding of social trends in relation to money advice and their implications for clients and the service.
• Organised approach to casework and an ability and willingness to follow and develop agreed procedures.
• Ability to utilise IT in the provision of advice and the preparation of reports and submissions.
• Understanding of and commitment to the aims and principles of the organisations service and its equality and diversity policies.
• Ability to work independently, monitor and prioritise own work, comply to set standards, meet deadlines and manage caseload.
• Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
• Ability to maintain own standards and work as part of a team including providing support to colleagues.
• Understanding of the barriers facing people with mental health problems, learning disabilities and physical disabilities.
• Full Driving license and access to a vehicle is required.
• Qualified DRO Intermediary would be of benefit, but training will be provided.
• Ability to speak Welsh would be great.

In accordance with Citizens Advice national policy we may require the successful candidate to be screened by the DBS. However, a criminal record will not necessarily be a bar to your being able to take up the job.