This vital role supports the work of our busy Money Advisers, who work with local clients to help them deal with their debts. The postholder will need to within the aims, policies, and principles of the Citizens Advice service.
Responsibilities
* Monitoring incoming referrals via our case management system and process these in line with office procedures
* Monitoring incoming emails and process these in line with office procedures.
* Manage clients’ debtors/creditors/agencies, diarising where necessary to keep cases up to date and progressing as efficiently as possible towards successful outcomes for clients.
* Preparing Debt Relief Order and Bankruptcy applications
* Supporting clients to apply for benefits such as Discretionary Housing Payment or Council Tax Reduction
* Writing letters, preparing factsheets and other information sources and sending to clients
* Support clients to obtain or prepare information needed to progress their case
* Conducting review appointments with clients using sensitive listening and questioning skills, to allow clients to explain their progress and any barriers, and empower them to set their own priorities by agreeing next steps
* Complete all necessary photocopying, scanning and filing
* Support case workers with their administrative tasks as required
* Assist clients with queries relating to their case
* Answer telephones and transfer calls or take messages as required
* Ensure all work completed conforms to the organisation’s systems, policies and procedures
* Conform to current GDPR rules and regulations
Qualifications
Educated to at least a Level 3 qualification, which includes A Levels, T Levels, level 3 general national certificate or diploma, or advanced vocational certificate.
Has excellent verbal communication skills to be able to understand information and talk to people from all backgrounds and talk to people from all backgrounds and at all levels
Ability to discuss personal and sensitive information with clients in a confident, respectful and non-judgemental manner
Excellent written communication skills
Strong organisational skills and attention to detail
Numeracy skills and the ability to work with numbers, performing simple calculations and understanding the data.
Proficient with Microsoft Office packages (intermediate level)
Has knowledge of current GDPR legislation
Has knowledge of effective organisational tools and techniques
Experience of working in a customer facing role
Experience of working in an office-based environment
Experience of working with a diverse range of people
Talking to customers on the phone and in person
Has extensive experience of using computer packages
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