Money Advice Caseworker (Trainee)

North & West Gloucestershire Citizens Advice are looking for an enthusiastic individual to
join our Money Advice team and make a real difference to their community.

This is an opportunity for you to join an established charity that has an excellent reputation
for the provision of high-quality advice and is a great place to work. You’ll be part of a team
committed to working together and with partner agencies to achieve the best outcomes we
can for our clients.

If you do not have the experience for this role, we are considering trainees. We have a
training programme which will provide you with the skills, knowledge, and experience to do
the role as well as a career opportunity which could lead to professional progression within
the service.

Please  note,  this  job  specification  applies  to  fully  trained  adviser.  Trainee  will  be  working
towards gaining those qualification.

  The role

FTE Salary:

£25,493 - £29,360 (dependent on experience)

Hours:

Location:

Part-time and Full-time hours available

Forest of Dean, Cinderford office, Gloucester, Cheltenham and
home working.

Application deadline:

25th November 2025. Applications will be reviewed as they are
received, and interviews may be held before the closing date, so
early applications are encouraged.

Pension:

Contribution of 7% based on 4% employee contribution

         Company Benefits£25,000 - £28,783 (dependent on experience)

Employee Assistance
Scheme:
Birthday Leave:

Christmas Closure:

Flexible Working
Policy:

Health Assured

Take a day to celebrate your annual personal milestone. This leave
does not form part of your annual leave entitlement.
Our office will be closed between Christmas and New Year’s, and
these days won’t count towards your holiday entitlement.
Includes compressed hours, flexitime, homeworking/hybrid

This role as a Money Advice Caseworker is to support clients with personal debts. Working
within the money advice team you will provide casework support to a range of clients,
many with complex needs and in conjunction with both staff, volunteers and our partners,
you will be working to achieve exceptional outcomes for our clients.

Context of role

North and West Gloucestershire Citizens Advice have several contracts working to support
clients from a variety of backgrounds. These contracts include the Money Advice and
Pension Service, Healthy Homes contract funded by Gloucestershire CCG, NHS and funding
from Local Authorities.  Advice is given to our clients through a variety of channels
including Face to Face, Telephone and Video/Conference calls.

This role will include supporting volunteers who specialize in providing debt advice as well
as managing a caseload of debt clients.

  Role profile

Casework

➢  Provide casework covering all aspects of debt advice.
➢  Undertake benefit checks and where appropriate support clients to maximise

their income through benefit applications

➢  Undertake income maximisation including energy switching checks and applying for

individual charitable grants where appropriate

➢  Act  for  the  client  where  necessary  by  calculating,  negotiating,  drafting  or  writing

letters and telephoning.

➢  Negotiate with third parties 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. Home visits only carried out in exceptional

circumstances and under strict regulations.

➢  Ensure  that  all  casework  conforms  to  the  bureau's  Office  Manual  and  the  Advice

Quality Standard and/or the Specialist Quality Mark as appropriate.

➢  Maintain  case  records  for  continuity  of  casework,  information  retrieval,  statistical

monitoring and report preparation.

➢  Work closely with the whole team, including volunteers, to deliver effective

money advice.

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 bureau management for the purposes of reporting to
funders.

Professional development

➢  Keep up to date with legislation, case law, policies and procedures relating to

Money Advice and Welfare Benefits.

➢  Undertake appropriate training including keeping technical debt knowledge up to

date by completing 16 Continuing Professional Development points p/a.
➢  Undertake Money Advice Caseworker accreditation training under the MAPS

framework.

➢  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

➢  Maintain local information systems.
➢  Use IT for statistical recording, record keeping and document production.
➢  Keep up to date with policies and procedures relevant to bureau work and

undertake appropriate training.

➢  Maintain close liaison with relevant external agencies.

Other duties and responsibilities

➢  Carry out any other tasks that may be reasonably considered within the scope of the

post to ensure the effective delivery and development of the service.
➢  Demonstrate commitment to the aims and policies of the Citizens Advice.

  Person specification

1.  Knowledge and experience of Money Advice casework (desirable but not essential)
2.  Debt Relief Order intermediary (desirable but not essential)
3.  Knowledge and experience of maximisation of income through benefit checks and

applications to charitable trust (desirable but not essential)

4.  Effective oral communication skills with emphasis on negotiating and

representing.

5.  Effective writing skills with emphasis on negotiating, representing and preparing

reviews, reports and correspondence.

6.  Ordered approach to casework including ability to prioritise own work, meet

deadlines and an ability and willingness to follow agreed procedures.

7.  Ability to use IT in the provision of advice and the preparation of reports and

submissions.

8.  Ability to give and receive feedback objectively and sensitively and a willingness to

challenge constructively.

9.  Ability and willingness to work as part of a team.
10. Ability to support volunteers in the provision of money advice
11. Ability to monitor and maintain own standards.
12. Demonstrate understanding of social trends and their implications for clients and

service provision.

13. Understanding of and commitment to the aims and principles of the CAB service and

its equality and diversity policies.

Want to chat about this role?
If you want to chat about the role further, you can contact  Fiona Ross-Collins by emailing
fiona.ross-collins@gloscab.org.uk or calling 01452 442 024.

Applying for this post

To  apply  for  this  post,  please  complete  our  application  form,  which  can  be  found  on  our
website,  www.gloscab.org.uk.    Completed  application  forms  should  then  be  emailed  to
info@gloscab.org.uk.

In accordance with Citizens Advice national policy, we may require the successful candidate
to be screened by the DBS. However, a criminal record will not necessarily be a bar to your
being able to take up the job.