1 full time role available and 1 part time role available.

Position: Debt caseworker

Permanent role: start immediately

Location: Hybrid some office attendance (Redhill; Banstead) and work from home – minimum of one day per week office attendance.

We want to create an environment with as much flexibility as possible, whilst still meeting the needs of our community. All staff work hybrid, from home, outreach locations or at our offices. Currently, as a minimum you would be required to attend the office one day per week but all colleagues are invited to attend the office more frequently to suit their circumstances. To maximise on engagement with our clients we deliver debt advice via face-to-face, telephone, email. Where appropriate we also engage with clients via whatsapp/text messages and visually enabled technology through ‘Google meet’.

Closing date: 5th December 2022

The opportunity

Citizens Advice Reigate and Banstead offer a range of options to help our clients manage their debt. Some of these options involve early intervention with advice on budgeting, maximising income opportunities, looking for cost savings through better utility deals and reducing non-essential outgoings. Often advice is sought at a later stage when clients already have unmanageable debt and may be also facing eviction or bailiff action. The role involves helping clients deal with their debt situation including negotiating repayment plans with creditors, and may include assisting with Debt Relief Order (DRO), or Bankruptcy applications. You will consider whether to advise clients to investigate the use of Individual Voluntary Arrangements (IVA).

The role involves advice via different channels and includes developing a good understanding of the welfare benefits system to ensure clients are maximising their income. ‘face to face’ meetings with members of the public can take place in our offices or at specified locations within the borough of Reigate and Banstead.

This is an excellent opportunity to work with an organisation affiliated to the national Citizens Advice Service, a nationally recognised advice organisation. We are looking for a trained Debt Adviser (to casework level or above) but we will consider offering a trainee position to the right candidate with relevant knowledge and experience.

You will receive high quality training and personal development that will be career building. You will develop project management and communication skills. You will work with a skilled and highly motivated team and be continuously supported in your role. Following successful completion of the Debt related Citizens Advice Modules you will study to become an approved DRO intermediary and work towards gaining the Certificate in Money Advice Practice. In addition, you may be encouraged to study for other qualifications as appropriate.

As your knowledge and skills progress, we expect other opportunities will arise that will be of interest and relevance to the experience you will have gained during the project.

Person Specification

You must have a drive to acquire the relevant knowledge and constantly keep up to date and have an aptitude to learn quickly. You will possess the key skills set out below. In addition, you must be well organised so that you are on time for face to face, telephone or visually enabled appointments on time, every time. You will be methodical and have a natural inclination to pay attention to detail. You must be able to demonstrate that you are honest and reliable with excellent time keeping skills. Integrity will be second nature to you.   You will possess an empathy for people who have got into financial difficulties and have the patience to help them gather the information and confidence to move forward with financial coping skills.

Key skills – essential

• Excellent communication skills
• Highly numerate
• Excellent IT skills
• Excellent attention to accuracy and detail
• An ability to recognise client needs and issues outside your own knowledge and act to refer clients to team Advisors with relevant expertise
• Excellent case write-up skills summarising client issues that have emerged and progress achieved during the meeting
• Ability to write reports succinctly and clearly demonstrate quantitative and qualitative outcomes
• Ability to work with people in an empathetic, helpful and understanding manner
• Ability to interview clients using sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings.
• An enabling attitude focussed on clients becoming computer and financially literate and understanding the steps they need to take
• Ability to learn a new knowledge and processes and develop expertise
• Ability and willingness to work in a highly regulated sector and follow strict guidelines
• Self-motivated and disciplined character able to comply with processes and procedures
• Ability to work with the public sometimes under pressure 
• Demonstrate an understanding and willingness to commit to the aims and principles of the Citizens Advice Service

The offer

Job title:  Debt and Financial Management Adviser

Location: home-based by phone and webchat and visually enabled virtual meetings

Salary: Starting salary trainee £23,458 FTE; rising to £26,320 on passing Citizens Advice Debt modules, 1,2, and 3, rising to £27,348 on becoming a DRO intermediary and rising £28,226 on achieving the Certificate in Money Advice Practice.

London allowance:  No

Hours per week: 1.0FTE (37.5hrs per week) and 0.4FTE (15hrs per week). We are very happy to accept part-time applications of 0.6FTE (22.5hrs per week) or 0.8FTE (30hrs per week). 

Type of contract: Permanent

Pension: Employers contribution: 6% of salary; employee contribution: 2% of salary

Holidays: 28 days per annum including Bank Holidays and fixed days FTE pro rata

Interview Date: Monday 12th December 2022

Closing date for applications: 5th December 2022

How to apply: Request an application pack (CVs not accepted), please email: recruitment@carbs.org.uk

Citizens Advice values diversity, promotes equality and challenges discrimination. We value applications from people of all backgrounds. We are an equal opportunities employer. Citizens Advice Reigate and Banstead Limited. Charity Registration Number: 1104970 www.carbs.org.uk