NORTH TYNESIDE CITIZENS ADVICE
Job Description

Debt Support Officer

Responsible to

Head of Operations

Salary

Hours

Role Purpose

£24,263.10 per annum

37 per week

•  To provide Administrative and Adviser support to the Money Advisers working

within the Social Welfare Team.

Admin/Advice Support

•  Providing general administrative support to our Money Advisers in Social

Welfare Advice Team.

•  Processing high volume of incoming emails and incoming and outgoing post
•  Send appointment reminders, e-signature requests and SMS
•  Be the point of contact for clients across all relevant channels
•  Using the debt assessment tool to help clients gather information and complete

their budget in advance of the appointment.

•  Collect information from creditors, local authority, and utility companies to

support the work of the adviser.

•  Processing information received from the client to contribute to the progress of

•

their case.
Inputting and maintaining client data onto our internal case management
systems

•  Taking internal and making external calls to clients, third parties, other local

Citizens Advice staff and partner agencies.

•  Contact the client post closure of their case to check progress
•  Completion of the Adviser Learning Programme and Money Advice accreditation

programme.

•  Assist with Service initiatives for the improvement of services.
•  Keep up to date with policies and procedures relevant to North Tyneside Citizens

Advice work and undertake appropriate training.

•  Any other administrative duties as necessary for the smooth and efficient running

of the office.

•  Other duties and responsibilities
•  Abide by health and safety guidelines and share responsibility for own safety and

that of colleagues.

•  Any other relevant administrative and support duties required to ensure the

smooth running of the NTCA.

•  Ensure that work undertaken reflects and supports the Citizens Advice service’s

equality and diversity strategy.

•  To work positively with Partner organisations.

NORTH TYNESIDE CITIZENS ADVICE
Person Specification

Debt Support Officer

1.  Customer service skills or experience of working with people

2.  Ability to provide administrative support effectively to our Money Advisers and to

maintain office systems

3.  Willingness to undertake Citizen’s Advice, Adviser Learning Programme

4.  Ability to commit to and work within the aims, principles and policies of the

Citizens Advice service

5.  A good, up to date understanding of equality and diversity and its application to

the provision of advice

6.  Ability to monitor and maintain own standards

7.  Ability to plan and organise own work to meet deadlines under pressure

8.  Ability to work on own initiative and as part of a team

9.  Good verbal communication skills, including the ability to deal appropriately with

a range of people by telephone and face to face.

10. Ability to write clearly and accurately, including drafting routine correspondence,

11. Good IT skills, including our internal case management system, Outlook 365
(word, excel & power point) and SharePoint, and the ability to use email.

12. Ability to research, analyse and interpret information.

13. Numeracy skills and the ability to work within established financial systems

14. Well organised and have attention to detail

15. Experience of working to deadlines in a fast-paced environment

16.  A commitment to undertake relevant assessment, necessary for continuing

professional and technical development relevant for the role