Role purpose
To work as part of the Money Advice Team to provide specialist debt and money advice to clients of Citizens Advice.
Core Duties
* Provide advice and casework covering the full range of debt and money issues. This may be via telephone, email, video or in a face to face capacity.
* Taking client instructions; this may include, but is not limited to; drafting letters/emails to the client and third parties, preparing financial statements and negotiating with third parties.
* Efficiently deal with any communication from the client and third parties
* To be willing to go the extra mile and provide the best possible outcome for clients
* To provide excellent client care and recognise the benefits of this.
* Ensure income maximisation through the take up of appropriate welfare benefits.
* Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.
* To carry and manage own caseload, opening/closing cases appropriately, and carrying out reviews in accordance with MaPS guidance.
* To recognise when a client may be considered ‘vulnerable’ and the policy and procedures in place to provide extra support when required.
* Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.
* To work cooperatively with other staff and volunteers to provide advice and assistance across the whole range of debt and money advice issues.
* Ensure that all casework conforms to the Citizens Advice Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.
* To ensure that Money Advice Services meet FCA, MaPS, and other appropriate Quality Standards
* To accurately record and work towards the achievement of agreed organisational, departmental and individual KPIs and targets
* Maintain accurate case and client records using a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.
* Ensure that all work conforms to the Citizens Advice systems and procedures.
Research and 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 to Citizens Advice management.
Professional Development
* Keep up to date with legislation, case law, policies and procedures relating to debt and money advice and undertake appropriate training.
* Take responsibility for acquiring the required CPD points necessary for contract compliance.
* Read relevant publications.
* Attend relevant internal and external meetings as agreed with the line manager.
* Prepare for and attend supervision sessions/team meetings/management team meetings as appropriate.
* Assist with Service initiatives for the improvement of services.
Administration
* Review and make recommendations for improvements to Citizens Advice services.
* Maintain local information systems.
* 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.
* Attend internal and external meetings as agreed with the manager.
* Maintain close liaison with relevant external agencies.
* Maintain a library of reference material and case law.
Public Relations
* Liaise with statutory and non-statutory organisations and represent the Service on outside bodies as appropriate.
* An ability to establish good working relationships with colleagues and stakeholders including service users and a wide range of agencies.
Other Duties and Responsibilities
* Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service.
* To positively represent Citizens Advice and demonstrate commitment to the aims and policies of the Citizens Advice service.
* Abide by health and safety guidelines and share responsibility for your own safety and that of colleagues.
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