Job Description

Citizens Advice Newcastle is a highly respected and established charitable organisation dedicated to providing free and confidential advice to individuals and families facing financial difficulties. We are currently seeking a motivated and compassionate individual to join our team as a Debt and Money Adviser.

As an experienced Debt and Money Adviser, you will play a crucial role in helping individuals and families manage their debts, improve their financial situations, and achieve long-term stability. You will work closely with clients, providing them with expert advice, support, and guidance on a range of debt and money-related issues. You will be responsible for conducting comprehensive assessments of clients' financial situations, negotiating with creditors, and developing personalised debt management plans.

Context of Role:

To provide generalist and specialist money advice to clients, face-to-face, by telephone, web chat and e-mail;

To advise on all aspects of personal finance, including income maximisation, money management, debt and related housing, employment, and social welfare issues.

Reporting To:

Debt Team Manager

Core Duties:

Provide advice and casework covering the full range of debt and money issues. This may be via telephone, webchat, email or in a face to face capacity.

Taking client instructions; this may include, but is not limited to; drafting letters/emails to the client and third parties, preparing financial statements and negotiating with third parties

To efficiently deal with any communication from the client and third parties;

To provide excellent client care and recognise the benefit of this;

To ensure income maximisation through the take up of appropriate welfare benefits;

To carry and manage own caseload, opening/closing cases appropriately, and carrying out reviews in accordance with MaPS guidance.

To recognise when a client may be considered 'vulnerable' and the policy and procedures in place to provide extra support when required.

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.

Provide guidance and support to other advisors, both staff and volunteers, working as part of an integrated advice team.

To ensure that all casework conforms to the Citizens Advice Office Manual and the Advice Quality Standard and/or the Specialist Quality Mark as appropriate.

To ensure that Money Advice Services meet FCA, MaPS, and other appropriate Quality Standards

To accurately record and work towards the achievement of agreed organisational, departmental and individual KPIs and targets

To maintain accurate case and client records using a case management system for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.

To ensure that all work conforms to the Citizens Advice systems and procedures

Research and Campaigns:

Assist with research and campaigns work by providing information about clients' circumstances.

Provide statistical information on the number of clients and nature of cases and provide regular reports to Citizens Advice management when required.

Professional Development

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

Take responsibility for acquiring the required CPD points necessary for contract compliance.

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.

Assist with Service initiatives for the improvement of services.

Administration

Review and make recommendations for improvements to Citizens Advice services.

Use IT for statistical recording, record keeping and document production.

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

Attend internal and external meetings as agreed with the manager.

Maintain close liaison with relevant external agencies.

Maintain a library of reference material and case law.

Public Relations

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

An ability to establish good working relationships with colleagues and stakeholders including service users and a wide range of agencies.

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.

To positively represent Citizens Advice and demonstrate commitment to the aims and policies of the Citizens Advice service.

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

Job Type: Full-time

Pay: 25,409.00-27,059.00 per year

Benefits:

Company pension Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in Newcastle upon Tyne, NE1 8AX

Application deadline: 06/06/2025
Reference ID: MAPSDAP May 25