Specialist Caseworker

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 3 within the structure. 

 

Tier 1 – Information, Guidance & Signposting

Tier 2 – Generalist Advice & Casework

Tier 3 – Specialist Advice & Complex Casework 

As a Specialist Caseworker (Tier 3), you will be a virtual part of our Citizens Advice LeicesterShire services delivering FCA regulated specialist debt advice including complex debt and housing intervention casework up to and including court or tribunal representation.   You'll support local residents through a mixture of challenges including face to face, telephone and digital platforms.

 

If you are a qualified worker, you’ll hit the ground running; if you are joining us as a trainee we will provide full workplace training to support you every step of the way.

 

You will help clients navigate complex financial situations, explore their options, and empower them to take control of their financial future.

Main Duties and Responsibilities

Specialised Advice Caseworker

• Listen carefully and sensitively to clients who may be highly stressed or vulnerable, giving them a safe, non-judgmental space to share their situation.
• Use our full range of specialist Money Advice tools to explore debt solutions, outlining clear options and their implications so clients can make well-informed decisions.
• Help clients identify priority and non-priority debts, giving them the information and confidence to act on their own behalf where possible.
• Where clients need you to step in, you will act on their behalf, calculating, negotiating, and acting on debts. This includes advising on remedies like disputed debts, debt relief orders (DROs), bankruptcy, and informal debt management plans.
• Deliver FCA regulated debt advice, including Debt Relief Orders, Breathing Space and creditor negotiation, and represent clients in formal processes up to and including court or tribunal representation.
• Provide complex debt and housing intervention for clients facing eviction, homelessness or housing related debt, drawing.
• Carry out income maximisation work, identifying and helping clients apply for any benefits or financial assistance they might be missing out on.
• Receive and action warm handovers from Tier 1 and Tier 2 services and route clients needing wider support back to the service, supporting a ‘no wrong door’ approach.
• Refer or signpost clients to other internal or external services so that all of their wider needs are fully met.

 

Casework Management and Administration

• Manage your own caseload effectively, making sure you plan ahead, meet deadlines, perform regular case reviews, and close cases in good time.
• Maintain accurate, high-quality client records and document production on our systems ensuring continuity for clients moving between tiers and partner organisations.
• Keep detailed monitoring and outcome statistics to satisfy both our internal management goals and our commissioning funders.
• Look out for your team by providing cover for colleagues when they are absent.

Targets

• Work towards the performance targets set by your Money Advice Service Manager, which keep us aligned with our funder requirements.
• Take ownership of your workflow, keeping your manager smoothly updated if you run into any difficulties meeting targets, or if reporting instructions change.
• Contribute real-life case studies to showcase the impact of our advice when required.

Professional Development and Training

• Undertake all necessary training to qualify and stay up to date with legislation, case law, and policies relating to Money Advice.
• Complete mandatory training on time and maintain your Continuous Professional Development (CPD) requirements.
• Complete accredited training to MaPS caseworker level / Shelter Housing training.
• Participate in regular case supervision.
• Prepare for and actively participate in team meetings, external sessions, supervision, and annual reviews.
• Stay curious by reading relevant professional publications to keep your knowledge sharp.

Research and Campaigning

• Play an active part in local and national campaigns by spotting trends and submitting evidence forms when client circumstances highlight systemic issues.
• After discussing with your manager, speak with clients about how they can get involved in our campaigns to create lasting change.

Other Duties and Responsibilities

• Share our deep commitment to the aims, principles and equal opportunities policies of Citizens Advice.
• Look after yourself and your colleagues by following our health and safety guidelines.
• Stay flexible and ready to accommodate reasonable changes to working hours or take on other duties to help our service run effectively.