Specialist Casework

Indicative Job Description & Person Specification
Specialist Caseworker

Typically £27,488 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

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 3 within the structure.

Tier 3 – Specialist Advice & Complex Casework

As a Specialist Caseworker (Tier
3), you will be a virtual part of our Citizens Advice Leicester Shire services delivering FCA regulated specialist debt advice including complex debt and housing intervention casework up to and including court or tribunal representation. You'll support local residents through a mixture of challenges including face to face, telephone and digital platforms.

If you are a qualified worker, you’ll hit the ground running; if you are joining us as a trainee we will provide full workplace training to support you every step of the way.

You will help clients navigate complex financial situations, explore their options, and empower them to take control of their financial future.

Main Duties and Responsibilities

• Listen carefully and sensitively to clients who may be highly stressed or vulnerable, giving them a safe, non-judgmental space to share their situation.
• Use our full range of specialist Money Advice tools to explore debt solutions, outlining clear options and their implications so clients can make well-informed decisions.
• Help clients identify priority and non-priority debts, giving them the information and confidence to act on their own behalf where possible.
• Where clients need you to step in, you will act on their behalf, calculating, negotiating, and acting on debts. This includes advising on remedies like disputed debts, debt relief orders (DROs), bankruptcy, and informal debt management plans.
• Deliver FCA regulated debt advice, including Debt Relief Orders, Breathing Space and creditor negotiation, and represent clients in formal processes up to and including court or tribunal representation.
• Provide complex debt and housing intervention for clients facing eviction, homelessness or housing related debt, drawing.
• Carry out income maximisation work, identifying and helping clients apply for any benefits or financial assistance they might be missing out on.
• Receive and action warm handovers from Tier 1 and Tier 2 services and route clients needing wider support back to the service, supporting a ‘no wrong door’ approach.
• Refer or signpost clients to other internal or external services so that all of their wider needs are fully met.

Casework Management and Administration

• Manage your own caseload effectively, making sure you plan ahead, meet deadlines, perform regular case reviews, and close cases in good time.
• Maintain accurate, high-quality client records and document production on our systems ensuring continuity for clients moving between tiers and partner organisations.
• Keep detailed monitoring and outcome statistics to satisfy both our internal management goals and our commissioning funders.
• Look out for your team by providing cover for colleagues when they are absent.

Targets

• Work towards the performance targets set by your Money Advice Service Manager, which keep us aligned with our funder requirements.
• Take ownership of your workflow, keeping your manager…