Case Officer (Creditor Connection Unit)

At CAP, we celebrate diversity and strive to build an inclusive workforce that reflects the diverse communities we serve. We warmly welcome applications from individuals of all backgrounds. We particularly encourage applications from Global Majority/UK Minority Ethnic candidates, as these groups are currently underrepresented within our wider workforce. We are committed to creating an environment where every individual can thrive and feel they belong. 

Everything we do is rooted in our values. First and foremost, we are Christ-centred. The work that we do is guided by faith and the belief that everyone deserves to be treated with dignity and God's love. 

We are bold in fearlessly putting that faith into action to help others and challenge injustice, while also seeking to be compassionate in the way that we want to understand others and offer them meaningful care. We are collaborative in our approach, making time to learn from others and work together to take on UK poverty. And finally, we prioritise being joyful in the face of challenges, because our faith gives us confidence that change is truly possible. 

Please note that the salary shown is for full time hours and would be paid pro rata for part time

Job Description

CAP's mission is to end UK poverty by equipping churches to reach their communities. We exist to empower and serve churches through exceptional partnerships, delivering impactful debt advice and coaching services. Providing accessible, community-rooted support to those facing financial and social challenges across the UK. Our approach is centered on empowering individuals providing holistic support to achieve financial resilience through expert debt advice and tailored coaching products. This approach goes far beyond financial stability, creating lasting personal and relational transformation and contributing to a society where all can flourish. We are committed to fostering strong relationships with our church partners, ensuring a collaborative and effective service that continually improves to meet the evolving needs of local communities.

Purpose:

The role of the Creditor Connection Unit Case Officer is to handle a variety of key tasks within the management of clients’ cases, providing excellent customer service throughout. This includes responding to incoming client, creditor and debt coach communication in a variety of ways and then, actioning as necessary to ensure the status of Non Priority Debts is as accurate as possible.

Personality:

You need to be extremely organised, efficient and an effective communicator. You would have an eye for detail and have a strong drive to work as a team, but comfortable to use your own initiative and deliver excellent service to our clients, creditors, team of advisors and front line staff. You’ll feel confident and assertive on the phone and are able to retain and note lots of information correctly, updating information on the system where required.

Passion:

The Creditor Connection Unit is passionate about providing a consistent and excellent level of customer service to our clients, Service Delivery hub teams, creditors and local CAP workers.

Reporting to: Creditor Connection Unit Team Manager

Direct reports: N/A

Responsibilities

• To proactively deal with all non priority debts queries via workflows or email.
• To speak with clients and deal with their non-priority creditor queries as needed.
• To handle all creditor post, emails and electronic correspondence on behalf of clients within the required service level agreement.
• To identify any regulatory breaches by creditors and non compliance with FCA handbook and other legislation.
• To draft and evaluate complaints on behalf of our clients.
• To investigate missing payment queries and identify where a debt may have been added twice on our system in error using a mixture of creditor phone calls, previous correspondence and credit reports.
• To persevere in getting debts set to paying where we are missing information. This can be achieved by corresponding with both creditors and clients via email, Electronic Correspondence (creditors), letter or by phone
• To provide feedback to Team Manager, Senior Level 2 or Senior Case Officers regarding challenging creditor behaviour that is affecting our ability to do our job so it can be escalated to CAP's External Affairs team.
• To identify and challenge unfair and disproportionate interest & charges.
• To liaise with and work alongside Regional Hubs debt advisors and case officers.
• Contribute towards optimisation of policy and procedures.
• To contribute positively to the team and wider CAP Culture.
• To Liaise with and work alongside service delivery advice teams.

Measurable outputs:

• Achieve a pass in the internal sign off training process within the required time frame.
• Achieve the required measurable outputs on rota'd duties.
• Frequency/severity of quality issues found in work through quality audits kept above agreed target and any feedback taken onboard and actioned.
• Achieve the required expectations from the Individual Output tool.

Culture

Working at CAP is more than a job; it's a commitment to a community and movement. We believe that a healthy culture is the fuel for our mission. This means we prioritise spiritual rhythms in our week including dedicated time for morning prayer, worship, and team huddles. We are a 'joy-filled' office, which means we celebrate every win, from a client becoming debt-free to a colleague's personal milestone. We expect our team to be 'all in' not just in their tasks, but in contributing to a supportive, laughter-filled, and prayerful environment.

CAP is a mission-driven, fast-paced, and deeply relational environment. You will find a culture that prioritises:

• Spiritual Rhythms: We start our days with prayer and worship, staying connected to our 'Why.'
• Celebration: We are 'Debt-Free' obsessed. We ring bells, share stories, and celebrate transformation.
• Collaborative Bravery: We tackle big problems (like UK poverty) by working across teams and daring to try new things.
• Inclusive Belonging: We want you to bring your whole self to work, knowing you are valued for who God made you to be.

Other Responsibilities

• Being willing to pray with each other and fully engaged with our Christ-centred culture.
• Encouraging friends, family and other contacts to support the charity through the Life Changer programme and other fundraising initiatives.
• Attending annual CAP staff conferences and team revive days.
• Completing all compulsory CAP training within given timescales.
• This role falls within the scope of the FCA's conduct rules, and you will be provided with training as to how these apply to the role. It is your responsibility to ensure that you follow these conduct rules.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.

Skills required

• Ability to consistently achieve expected outputs.
• Good written communication skills.
• A confident and adaptable learner.
• Driven to achieve every day.
• Confident, friendly and professional communication style.
• Confident numeracy skills.
• Excellent organisational skills
• Ability to work in a decisive and efficient manner.
• Ability to prioritise time, tasks and attention effectively in a pressurised environment.
• Able to work well in prescribed processes and also take initiative where necessary.
• Able to work effectively alone on set tasks but equally able to see the value and comfortable working within a team environment.
• Able to hold a good balance between detail and the big picture.
• Comfortable computer user including google docs, sheets and google calendar.
• Ability to maintain own emotional wellbeing, taking initiative where necessary to access the appropriate support.

Experience:

• Experience of working to deadlines and targets
• Experience of working as part of a team.
• Experience of offering excellent customer service using all forms of communication.
• Experience of using web based systems and administrative experience.

Educational requirements

• A level education or equivalent