Debt Specialist/Supervisor
The Role Outline – Job Description
We want people who are passionate about giving an effective service to those most in need. You will need to demonstrate that you can engage skillfully with clients who are vulnerable and distressed as well as have the mentoring and supervisory skills needed to motivate and inspire a team to be the best they can be.
You will be a highly motivated strong team player with excellent interpersonal and organisational skills and someone used to working in a busy environment. You will need attention to detail, a commitment to high quality service and delivering against targets.
Key Responsibilities:
• Supervise debt caseworkers (paid staff and/or volunteers) in line with funder requirements and standards, including completion of Independent File Reviews
• Manage your own debt caseload with professionalism and care in line with funder requirements and standards
• In conjunction with case checkers/Advice Session Supervisors, monitor the quality of advice given to debt clients and identify where further support is needed
Monitoring of debt case work against relevant funder targets and KPIs
• Contribute to reporting for CAC and our funders, including FCA and Consumer Duty requirements
| Supervision | Provide supervisory and technical support to paid staff and volunteers undertaking debt advice as part of MaPS or other funded debt advice work Lead and monitor work of the debt team to ensure that work meets contract requirements and is conducted within regulatory frameworks and quality standards Complete Independent File Reviews as required for debt caseworkers Support organizational reporting against money advice contracts and regulatory requirements, including Consumer Duty requirements | Monitor debt case work against relevant funder targets, KPIs You will hold a small caseload, providing a full range of debt advice: |
| Working with clients | and financial circumstances and details of debts support or signpost/refer to other agencies where appropriate where appropriate informed decisions | Give advice across multiple channels including face-to-face (including outreach and video call), telephone and email Sensitively explore the client's situation, including household Identify areas where clients could maximise income or minimise expenditure, such as benefit claims, and offer Provide information and advice to empower clients to act on their own behalf, including signposting to other agencies Explore options and implications to enable the client to make |
| Training | Attend learning events and carry out learning activities in line with Continuing Professional Development requirements for MaPs funded debt advisers Keep up to date with legislation, case law, policies and procedures relating to money advice, and attend appropriate training; including reading relevant publications to identify and develop your own learning opportunities | |
| Contribute to team | Contribute to the efficient working of the team in delivering against the project delivery requirements | |
| Engage with team members, sharing knowledge and good practice | ||
| and supporting each other to problem solveAttend and participate in local team meetings and relevant debtadvisor meetings as recommended by your line manager | |
| ManagementInformation | Set up and maintain admin systems as requiredMaintain client records to required standards on the organisation'smanagement information systemEnsure clients are encouraged to feedback on the service theyreceived. Share with management and team for continuousdevelopment of service delivery |
| Quality | Continually meet the requirements of the project's QualityFramework and engage with Quality supervision and support services |
| Equality andDiversity | Ensure that work undertaken reflects and supports the service'sEquality and Diversity Strategy |
| IT Proficiency | Develop and maintain Information Technology proficiency tosupport your work requirements |
| Other Uphold the aims and principles of the organisation Undertake any other duties as might be reasonably required within | Participate in research & campaigns work, as organised within the organisation and at regional or national level by raising evidence forms, providing case studies etc Work to GDPR standards and ensure GDPR compliant training is completed on an annual basis. Comply with all the organisation's published policies and procedures, with attention to Health and Safety, Risk Management, Confidentiality, Home Working policies and Equal Opportunities. |
Person specification
Essential
● Accredited Debt caseworker/specialist
● Recent and ongoing experience of debt advice work. (Knowledge in all areas of debt management, income maximisation including welfare benefits)
● The ability to prioritise tasks and work to deadlines using own initiative
● The ability to communicate effectively, both orally and in writing with a range of people and organisations
● Ability to use IT for statistical recording, record keeping and document production
● An ability to demonstrate a high level of commitment to training, identify own training needs and participate in continued personal development opportunities
● The ability to work effectively and collaboratively as part of a team and work without close supervision
● Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively
● Ability and willingness to follow agreed procedures
● Ability to work in a sensitive, enabling and non-judgemental way with people from a wide range of backgrounds
● Ability to maintain confidentiality and appropriate professional boundaries
● Understanding of and commitment to the aims and principles of the Citizens Advice service and its Equity, Diversity and Inclusion policies
Desirable
● Experience of supervising staff or volunteer workers to achieve required standards
● Experience of delivering debt advice to MaPS standards
● Approved DRO Intermediary