Job Description

Reports to

: Money Advice Services Manager

Purpose of the job

: To provide a money advice service to clients and to act as a money advice resource for other Citizens Advice staff.

All staff are expected to:

Adhere to our policies in relation to the use of ICT and information assurance

Raise Research & Campaigns issues and take action for individuals and spot trends

Maintain statistics and accurate records both on our internal client database and any specific requirements for a project or funder

Provide a good quality experience for clients

Provide reports as required to line managers

Be responsible for own administration, record keeping, diaries and filing

Be a resource for the organisation

Provide support to supervisors and other colleagues

Record client feedback both positive and constructive and take appropriate action

Be proactive

Be responsible for own training and development under the direction of line managers

Promote Citizens Advice Medway and its services externally to ensure good relationships and a positive outward facing image

Casework

Provide casework covering the full range of money advice.

Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning.

Negotiate with third parties as appropriate.

Ensure income maximisation through the take up of appropriate benefits.

Prepare and present cases to the appropriate statutory bodies, tribunals and courts as appropriate.

Assist clients with other related problems where they are an integral part of their case and refer to other advisers or specialist agencies as appropriate.

Make home/outreach visits as necessary.

Provide advice and assistance to other staff across the whole range of Debt issues.

Ensure that all casework conforms to the organisation's Office Manual, the Citizens Advice Quality standard and the Debt Advice Peer Assessment.

Maintain case records for the purpose of continuity of casework, information retrieval, and statistical monitoring and report preparation.

Ensure that all work conforms to the bureau's systems and procedures.

Professional development

Keep up to date with legislation, case law, policies and procedures relating to money advice and undertake appropriate training.

Read relevant publications.

Attend relevant internal and external meetings as agreed with the line manager.

Prepare for and attend supervision sessions/team meetings/management team meetings as appropriate.

Administration

Ensure GDPR compliant training is completed on an annual basis and ensure that all work conforms to internal and national procedures in relation to data security

Review and make recommendations for improvements to bureau services.

Use IT for record keeping, document production and statistical recording relating to research and campaign and funding requirements.

Keep up to date with policies and procedures relevant to bureau work and undertake appropriate training.

Public relations

Liaise with statutory and non-statutory organisations and represent the service on outside bodies as appropriate.

Other duties and responsibilities

Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service

Demonstrate commitment to the aims and policies of Citizens Advice

Abide by health and safety guidelines and share responsibility for own safety and that of colleagues

Assist with any other relevant duties required to ensure the smooth running of Citizens Advice Medway

This is not exhaustive or exclusive. It is intended as an outline of the areas of activity related to this role and will be amended in light of the changing needs of the organisation.

Personal Specification

Essential

Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings with them

Effective oral communication skills with particular emphasis on negotiating and representing

Effective writing skills with particular emphasis on negotiating, representing and preparing reviews, reports and correspondence

Ordered approach to casework and an ability and willingness to follow and develop agreed procedures

Numerate to the level required in the tasks

Ability to prioritise own work, meet deadlines and manage caseload

Ability to use IT systems and packages, and resources in the provision of advice, record keeping and document production

Ability and willingness to work as part of a team

Ability to monitor and maintain standards for advice provision and quality assurance

Understanding of and commitment to the aims and principles of the Citizens Advice service and its equality and diversity policies

Desirable

Knowledge of Debt

Understand the issues involved in interviewing clients

A basic understanding of benefits.

A basic knowledge of priority and non-priority debts

Job Types: Full-time, Permanent

Pay: From 24,500.00 per year

Benefits:

Company pension
Work Location: In person

Application deadline: 05/09/2025
Expected start date: 06/10/2025