Trainee Telephone Debt Caseworker

Website plymouthcab Citizens Advice Bureau

Salary Scale: £24,400.91 – £26,437.12 – £29,521.46 per annum
Hours: 37 hours per week
Contract: Permanent
Holiday: 25 days annual leave + 2.5 days at Christmas + bank holidays + long term service leave accrual


About the role:
Would you like to be part of a team that supports people in finding solutions to their money problems and making a difference daily?


We have recently secured significant funding from the Money and Pensions Service to provide an England-wide phone and digital debt advice service for at least the next 3 years. The service is free to clients struggling with debts and will offer a full range of support from information and referrals, through to advice and casework helping clients find a way forward with their debts.


As households struggle with the cost-of-living crisis this new service will be essential and will deliver impactful outcomes making a tangible difference to people’s lives.


We’ll be delivering this service in collaboration across 8 local Citizens Advice and we’ll be working together, helping almost 200,000 people a year.


In this role, no client is the same and we work with different people in a variety of ways to help them find a way forward in difficult and challenging times. You will be supporting clients on the phone and through email and webchat, giving advice, signposting to other organisations, and helping them to access self-help tools.


You will be exploring people’s situations and providing strategies for their debt issues, as well as following up and giving practical support where appropriate. It can sometimes be a challenging role, but you will be provided with accredited training for advice and casework.


This role is based in our Plymouth City Centre office.  We are happy to discuss part-time and flexible working arrangements with prospective applicants.


Who we are looking for:
You will enjoy working with people, and you will be comfortable speaking on the phone and enjoy speaking to people of all backgrounds in a clear, non-judgemental and empathetic way. You’ll enjoy working in a busy, motivated and supportive team to work efficiently and help as many clients as we can. You will need to be able to manage a caseload by having excellent organisational skills and the ability to prioritise your workload based on client needs.


You will be able to competently use a range of Office 365 programs and keep databases up to date accurately. You will need to be confident with using a range of different software to contact clients and record detailed client notes evidencing the advice you provided.


You will be comfortable speaking on the phone, have good telephone skills, and enjoy speaking to people of all backgrounds in a clear, non-judgemental and empathetic way.


You will need to be experienced in advising people and finding solutions to problems. The ideal candidate will have some debt advice knowledge as this is a caseworker role but any type of advice or support background is suitable as full training will be provided.


We value diversity, promote equality and challenge discrimination.  We encourage and welcome applications from suitably skilled candidates from all backgrounds.  We particularly welcome applications from candidates who are disabled, or people from Black, Asian and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.


This role will be based full-time in the office at Cobourg House, 32 Mayflower Street, Plymouth.


37 hours per week. The service will include out of hours provision for clients and operates shifts covering the hours of 9am – 8pm Monday to Friday, and Saturday 9.30am to 1pm.


Closing date:
Monday 26th February 2024 at 9am

Please note:
We will review applications as they are received.
We reserve the right to close recruitment early or withdraw an advertised post at any time.
We are not accepting CV applications for this role.

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