Experienced​/Trainee Telephone Debt Caseworker

Experienced / Trainee Telephone Debt Caseworker

Experienced Debt Caseworker - £30,237.90 per annum (pay award pending). We are looking for an accredited Debt Caseworker who is passionate about supporting people to understand their options and move towards practical, sustainable solutions. You will join our well-established Social Welfare Advice Team and provide telephone advice and casework to clients across England.

Career development role – Trainee Debt Caseworker Salary: £27,302.26 per annum (Trainee). For the right candidate, we would also consider a trainee appointment. You should have at least 12 months’ experience in a customer service environment and a genuine interest in helping often vulnerable people through advice work. This is a supportive opportunity to train as a Debt Caseworker, with comprehensive training provided through the Citizens Advice Adviser Learning Programme and Money Advice accredited debt learning programme.

You will build the skills, confidence and knowledge needed to progress into a specialist telephone casework role after achieving the required debt quality competences and accreditation.

• Up to 29 days paid holiday per year, dependent on length of service plus bank holidays.
• Paid birthday leave after one years’ service.
• Employee Assistance Programme, offering 24/7 support
• Full training provided to develop your skills
• Meaningful work that helps people find a way forward
• A friendly, supportive working environment where your contribution is valued

• Take inbound calls with clients to understand their circumstances and explore their debt situation.
• Complete outbound referrals so clients can access the right support at the right time.
• Assess and diagnose clients’ debt, housing and benefit issues clearly and accurately.
• Provide advice that enables clients to make informed decisions and take positive next steps.
• Assess clients on entitlement to welfare benefits using Quick Benefit Check (QBC).
• Offer practical budgeting and income maximisation advice.
• Provide full casework where needed, supporting clients from identifying the issue through to resolution.
• Maintain clear and accurate case records using the Citizens Advice case management system.
• Maintain standards of service delivery and ensure that all advice work meets the appropriate standard required by external auditors Money Advice & Pension Service, Citizens Advice Quality of Advice Audit, and the Financial Conduct Authority (FCA)
• Manage a varied caseload proactively, keeping clients informed and meeting deadlines.

• At least 12 months’ experience of delivering excellent customer service, or equivalent, ideally by telephone
• A commitment to the aims, principles and equal opportunities policies of Citizens Advice.
• Strong communication skills and a supportive, client-focused approach.
• Excellent written communication skills drafting clear, tailored casenotes, emails and advice letters to clients.
• The ability to understand, explain and work with complex information.
• Confidence working independently and collaboratively as part of a supportive team.
• A high level of accuracy and attention to detail with case recording.
• Excellent listening and questioning skills, with the ability to put clients at ease.
• Excellent IT skills with experience of using Outlook 365, TEAMs and SharePoint.
• Experience of working to deadlines in a fast-paced environment

North Tyneside Citizens Advice is committed to building a diverse and inclusive workforce. We warmly welcome applications from individuals who believe they meet the essential requirements of the role, as outlined in the person specification and job description.

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