Advice

Indicative Job Description & Person Specification
Resilience Coach Caseworker

Typically £25,000 FTE (37 hrs) pro-rata for part-time hours Salary evaluations underway which may result in some salaries being re-evaluated - no salaries will be decreased

Full time and part-time hours considered

Contract

Permanent

Location

Travel across Leicestershire to branches and community venues, plus some home working

Line Manager

Service Manager / Service Supervisor

People Management

This role has no line management responsibilities

DBS Check

This role is subject to a basic DBS check

Purpose of Role

Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively.
This role forms part of Tier 2 within the structure.

Tier 3 – Specialist Advice & Complex Casework

As a Resilience Coach, you’ll deliver Tier 2 Sustained casework designed to drive long-term resilience outcomes for clients. Moving beyond one-off advice, you will work intensively with clients over time, combining income maximisation, non-regulated debt/budgeting support, housing stability work, and trauma-informed coaching to build financial capability and personal strength. Ensuring clients are seamlessly routed into Tier 3 Specialist intervention where appropriate.

Main Duties and Responsibilities

Casework and Coaching

• Manage an active caseload of clients requiring sustained intervention to achieve long-term financial and personal resilience.
• Apply trauma-informed practice principles to establish empowering, supportive relationships with clients.
• Carry out comprehensive income maximisation, including benefit entitlement calculation and assistance with claims / appeals.
• Deliver non-regulated debt advice, financial capability training, and budgeting plans.
• Identify when a client's debt or housing issues require referrals to Tier 3 Specialists.
• Work with clients to set realistic goals, reviewing progress periodically to ensure independent and sustained resilience.
• Maintain detailed, audit-ready casenotes and action plans on the client record management system.

Administration

• Attend internal and external meetings as agreed with your line manager.
• Prepare for and attend supervision sessions and team meetings.
• Manage your workload using task lists to make sure work is completed, deadlines are met and cases are closed in good time.
• Contribute case studies for reporting purposes when needed.

Targets

• Work towards agreed targets for your role, keeping your line manager informed if you run into any difficulties.

Learning and Development

• You’ll be supported to learn our client management system and advice resources so you can find, interpret and communicate the right information with confidence.
• Stay up to date with changes to advice, policies and procedures, and take part in training - making sure any mandatory training is completed on time.
• Take ownership of your own development by seeking out learning opportunities, including reading relevant publications.

Research and Campaigning

• Play an active part in local and national campaigns by sharing relevant information, working closely with your line manager.

Other Duties and Responsibilities

• Share our commitment to the aims, principles and values of the advice service.
• Prepare for and participate in regular one to one supervision and team meetings.
• Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
• Look after yourself and your colleagues by following our health and safety guideline s.

At Citizens Advice Leicestershire, everything we do is guided by our four core values. We expect all staff, volunteers and apprentices to demonstrate these in how they work

Person Specification

Criteria

Essential / Desirable

Measured by

1

Committed to the aims, principles, and values of Citizens Advice Leicester Shire.

A

2

Able to travel to locations across Leicestershire.

A

3

Respectful and open to views, values and cultures different from your own.

A

4

Excellent communication skills, written and verbal, across a range of methods including face to face, telephone, digital platforms and email.

A, I

5

Able to plan and prioritise own workload, meeting deadlines and targets, with appropriate support.

A, I

6

Excellent IT skills across a range of applications, particularly with Google Workspace.

A, T

7

Able to work with numbers, including percentages.

A, T

8

Experience of delivering advice formally or working in a client-facing or…