Friendly Trust
Financial Case Officer
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Salary: £30,108 rising incrementally to £33,453
Hours: 37 hours per week
Reports to: Team Manager
Location: Cardiff with hybrid working options (subject to successful completion of probation)
About The Friendly Trust
The Friendly Trust is a Wales-based charity providing specialist information, advice and financial administration for disabled people and other vulnerable adults, and for families planning for the future of someone who may lack capacity. Our work focuses on protecting rights, promoting independence and ensuring financial arrangements support people to live the lives they choose.
Purpose of the Role
Financial Case Officers manage a caseload of Service Users, providing practical support, advice and financial administration. The role combines person-centred casework with welfare benefits work, financial management, advocacy and partnership working.
You will support people to manage their financial affairs, promote choice and independence, and ensure decisions are made in line with relevant legal and safeguarding requirements, including the Mental Capacity Act 2005.
Key Responsibilities
Service User Support and Casework
- Manage an allocated caseload of Service Users.
- Build positive professional relationships with Service Users, families and carers.
- Provide information, advice and practical support on benefits, financial matters and related issues.
- Support people to participate in decisions about their finances wherever possible.
- Promote independence while ensuring appropriate safeguards are in place.
- Undertake visits, meetings and multi-agency work as required.
- Identify and respond to concerns affecting a Service User's wellbeing, including safeguarding issues.
Welfare Benefits
- Support individuals to access welfare benefits and other entitlements.
- Assist with benefit claims, reviews and correspondence.
- Liaise with the Department for Work and Pensions, local authorities and other organisations.
- Challenge or resolve apparent benefit errors, underpayments or adverse decisions.
- Maintain knowledge of welfare benefits relevant to the role.
Financial Administration
- Manage Service Users' financial affairs where authorised.
- Support delivery of The Friendly Trust's responsibilities as a DWP Corporate Appointee where applicable.
- Monitor income, expenditure and financial commitments.
- Work with individuals to develop and review budgets and money plans.
- Arrange payments and other financial transactions in line with policies and delegated authority.
- Help protect Service Users from financial abuse, exploitation and avoidable financial loss.
- Ensure financial decisions are appropriately authorised and recorded.
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Mental Capacity and Decision-Making
- Apply the principles of the Mental Capacity Act 2005.
- Support individuals to make their own decisions wherever possible.
- Ensure actions are taken under the appropriate legal authority where a person lacks capacity for a specific financial decision.
- Maintain clear records of significant decisions.
- Seek guidance where decisions involve significant legal, financial or safeguarding considerations.
Record Keeping and Compliance
- Maintain accurate and up-to-date records.
- Use case management and financial recording systems, including CasparGov.
- Ensure compliance with organisational policies, UK GDPR and relevant legislation.
- Handle personal and financial information securely and confidentially.
Communication and Partnership Working
- Communicate effectively with Service Users, families, carers and professionals.
- Prepare clear correspondence, reports and case records.
- Liaise with agencies including local authorities, healthcare providers, housing organisations and financial institutions.
- Attend meetings and advocate appropriately for Service Users where required.
Team Working and Organisational Contribution
- Work collaboratively with colleagues and contribute to team activities.
- Participate in the office duty rota and provide cover during periods of absence.
- Attend supervision, meetings and training.
- Contribute to service development and continuous improvement.
- Promote the Trust's values, including equality, inclusion and safeguarding.
Hybrid Working
Following successful completion of probation, Financial Case Officers may work on a hybrid basis subject to service requirements.
Staff are normally required to attend the Cardiff office for one two-hour duty session each week. Additional attendance may be required for Service User visits, meetings, training and operational needs.
Person Specification
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Essential Experience
- Experience of supporting people in social care, welfare benefits, advocacy, housing, financial inclusion, community services or similar settings.
- Experience working with disabled people, vulnerable adults, carers or individuals requiring additional support.
- Experience managing competing priorities or a caseload.
- Experience maintaining accurate records and handling confidential information.
Essential Skills and Abilities
- Strong interpersonal and communication skills.
- Ability to explain complex information clearly.
- Good organisation and time-management skills.
- Ability to prioritise work and adapt to changing circumstances.
- Confidence working with financial information and budgets.
- Sound judgement and problem-solving ability.
- Ability to work independently and as part of a team.
- Competent IT skills, including Microsoft Office.
- Level 2 qualification, or equivalent competence, in literacy and numeracy.
Values and Approach
- Commitment to treating people with dignity and respect.
- Understanding of choice, independence and individual rights.
- Empathetic and non-judgemental approach.
- Ability to maintain professional boundaries.
- Commitment to equality, diversity and inclusion.
- Appreciation of confidentiality, safeguarding and accurate record keeping.
Other Requirements
- Full driving licence and access to a vehicle for work purposes.
- Ability to undertake visits and attend meetings as required.
- Ability to attend the Cardiff office when required.
Desirable
- Knowledge of welfare benefits.
- Knowledge of the Mental Capacity Act 2005.
- Experience of financial administration or budgeting.
- Experience of DWP Appointeeship.
- Experience of advocacy or rights-based work.
- Knowledge of Deputyship, Lasting Powers of Attorney or related arrangements.
- Experience of safeguarding adults.
- Experience of multi-agency working.
- Knowledge of CasparGov or similar systems.
- Relevant qualification in social care, welfare rights, advocacy, finance or a related field.
To apply
Please send your CV and a cover letter explaining how you meet the criteria set out in the Person Specification to recruitment@friendlytrust.org.uk.
The closing date for applications is 9am on 12th October 2026.
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