Citizens Advice Runnymede and Spelthorne
Money Adviser
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Citizens Advice Runnymede and Spelthorne is a registered charity and a member of Citizens Advice. Our office helps over 8,000 people every year with over 20,000 different issues. We are an expanding local charity with 22 staff members working alongside 40 volunteers to provide advice across Runnymede, Spelthorne and nearby boroughs. We are a local charity at the heart of our community entirely funded by grants and donations, and a member of the national Citizens Advice network. We are proud of the high-quality service we provide to our clients, empowering people to help themselves and find a way forwards as well as shape a society where people face far fewer problems.
What we give our staff:
- Fantastic opportunities to launch and develop careers in the voluntary sector developing a wealth of useful knowledge, skills and experience
- Excellent training opportunities
- An organisation that is committed to its employees, valuing their knowledge, well-being, creativity and flexibility
- The chance to work with amazing people within a nationally recognised charity
- 5 weeks holiday (pro-rata for part-time staff) plus bank holidays
- A pension scheme with an employer contribution of 5%
Role Description
Deliver debt and money advice in accordance with FCA regulations, Consumer Duty requirements, and the Debt Advice Quality Framework. Support clients with debt solutions, income maximisation, benefits, budgeting, financial capability, and housing issues.
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- Provide client-centred advice through face-to-face appointments, outreach services, home visits, and telephone support.
- Develop tailored action plans, maintain accurate case records, identify safeguarding concerns, and work collaboratively with internal and external partners to achieve positive outcomes.
- Contribute to research and campaigns activity through case studies, data collection, and client engagement, helping to highlight issues affecting local communities.
- Support community outreach projects and promote Citizens Advice services across the borough.
- Maintain up-to-date knowledge of legislation, policies, and advice practices through ongoing professional development and training, while ensuring compliance with organisational procedures, quality standards, and equality and diversity principles.
Person Specifications
Essential
- Hold an up-to-date Generalist Adviser certificate (Citizens Advice or equivalent) or completed debt/money advice trainings that are accredited by the Money and Pension Service (MaPS); those who do not have this prerequisite will be recruited as Trainee Money Adviser
- Proven ability to interview clients using sensitive listening and questioning skills to get to the root of issues and empower clients, whilst maintaining structure and control of meetings
- Knowledge of multiple enquiry areas (i.e., debt, benefits, housing, employment, financial capability)
- Ability to research, analyse and interpret complex information and produce and present clear reports verbally and in writing
- Ability to understand statistics and check accuracy of calculations
- Ability to communicate effectively verbally and in writing
- Ability to make use of telephony and IT systems to deliver service
- Proven ability to monitor and maintain service delivery against agreed targets and quality assurance
- Ability and willingness to work as part of a team and to build excellent relationships in an external setting
- A commitment to continuous professional development, including a willingness to develop knowledge and skills in other advice topics beyond debt/money advice
- Ability to commit to and work with the aims, principles and policies of the Citizens Advice service
- A good up-to-date understanding of equality and diversity and its application to the provision of advice
- Ability to prioritise own work to meet deadlines and manage workload
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Desirable
- Accredited money/debt adviser (either Citizens Advice training, Wiser Adviser training or equivalent)
- Appreciation of the local community and social challenges in the area
Other requirements
- Car insurance that covers occasional business use
- Pass the Enhanced DBS check
- To take up this post you must have the right to work in the UK. Please note that Citizens Advice does not hold a sponsor licence and, therefore, cannot issue certificates of sponsorship under the points-based system.
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