Purpose of Role
Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role forms part of Tier 2 within the structure.
Tier 1 – Information, Guidance & Signposting
Tier 2 – Generalist Advice & Casework
Tier 3 – Specialist Advice & Complex Casework
As a Resilience Coach, you’ll deliver Tier 2 Sustained casework designed to drive long-term resilience outcomes for clients. Moving beyond one-off advice, you will work intensively with clients over time, combining income maximisation, non-regulated debt/budgeting support, housing stability work, and trauma-informed coaching to build financial capability and personal strength. Ensuring clients are seamlessly routed into Tier 3 Specialist intervention where appropriate.
Main Duties and Responsibilities
Casework and Coaching
- Manage an active caseload of clients requiring sustained intervention to achieve long-term financial and personal resilience.
- Apply trauma-informed practice principles to establish empowering, supportive relationships with clients.
- Carry out comprehensive income maximisation, including benefit entitlement calculation and assistance with claims / appeals.
- Deliver non-regulated debt advice, financial capability training, and budgeting plans.
- Identify when a client's debt or housing issues require referrals to Tier 3 Specialists.
- Work with clients to set realistic goals, reviewing progress periodically to ensure independent and sustained resilience.
- Maintain detailed, audit-ready casenotes and action plans on the client record management system.
Administration
- Attend internal and external meetings as agreed with your line manager.
- Prepare for and attend supervision sessions and team meetings.
- Manage your workload using task lists to make sure work is completed, deadlines are met and cases are closed in good time.
- Contribute case studies for reporting purposes when needed.
Targets
- Work towards agreed targets for your role, keeping your line manager informed if you run into any difficulties.
Learning and Development
- You’ll be supported to learn our client management system and advice resources so you can find, interpret and communicate the right information with confidence.
- Stay up to date with changes to advice, policies and procedures, and take part in training - making sure any mandatory training is completed on time.
- Take ownership of your own development by seeking out learning opportunities, including reading relevant publications.
Research and Campaigning
- Play an active part in local and national campaigns by sharing relevant information, working closely with your line manager.
Other Duties and Responsibilities
- Share our commitment to the aims, principles and values of the advice service.
- Prepare for and participate in regular one to one supervision and team meetings.
- Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
- Look after yourself and your colleagues by following our health and safety guidelines.