CITIZENS ADVICE BUCKINGHAMSHIRE LTD

Money Advice Caseworker Job
Pack

Thanks for your interest in working at Citizens Advice Bucks. This job pack
should give you everything you need to know to apply for this role and what it
means to work at Citizens Advice.

In this pack you’ll find:

•  Overview of Citizens Advice Bucks
•  The role profile and personal specification
•  Terms and conditions
•  What we give our staff

Want to chat about this role?
If you want to chat about the role further, you can contact Iram by contacting
Iram.Rashid@cabucks.org.uk

About Citizens Advice Bucks:

As of April 2021, Citizens Advice Chiltern, Aylesbury Vale and High Wycombe
came together to form Citizens Advice Bucks, an independent and volunteer-
based charity which provides a free and accessible advice and information
service to clients across Buckinghamshire.

We can all face problems that seem complicated or intimidating. At Citizens
Advice Bucks we believe no one should have to face these problems without
good quality, free, independent advice. That’s why we’re here: to give people the
knowledge and the confidence they need to find their way forward – whoever
they are, and whatever their problem.

You will be joining a supportive team of over 50 staff and around 100 volunteers
all determined to do our best for our clients.  Our core values are that we are
client-centred, friendly, kind, professional and that we respect our clients,
ourselves and each other.

Citizens Advice Bucks is an equal opportunities employer. We value diversity,
promote equality and challenge discrimination. We encourage and welcome
applications from suitably skilled candidates from all backgrounds.

The role

⮚  Deliver good quality debt advice service to clients, with due regard to the
aims,  policies  and  procedures  of  the  organisation  and  service,  working
within a client focussed and responsive team.

⮚  Taking action on behalf of clients where required in order to further their

issues in the direction of a sustainable debt resolution method.

⮚  Support compliance of FCA (Financial Conduct Authority) requirements for
debt  advice  and  implementation  of  new  ways  of  working  with  the  team,
advice staff and ASM, to refine workstreams and processes to improve the
experience.
client

  Role Profile

Service Delivery

⮚  Provide a full range of debt advice, including casework, to the client where
appropriate. Identifying the debt issue through to its resolution, delivering
advice  and/or  casework  through  a  mixture  of  channels.  (Predominantly
digital  and  telephone  moving  to  face  to  face  for  most  complex/most
vulnerable clients).

⮚  Sensitively explore the client’s situation, including household and financial
circumstances. Identify suitable debt options and areas where clients could
maximise  income  through  a  range  of  charitable/government  options,
benefit entitlement and reduce expenditure through budgeting support.
⮚  Provide  information  and  advice  to  empower  clients  to  act  on  their  own

behalf, including signposting to other agencies where appropriate.

⮚  Contribute  to  the  efficient  working  of  the  team  in  delivering  against  the
project  requirements, ensuring  project specific  actions  are  carried  out  to
meet funder requirements.

⮚  Provide support to the generalist service in delivering money advice up to
the detailed level meeting FCA requirements. Engage with team members
for peer support, sharing knowledge and good practice to problem solve.

⮚  Record achieved and expected outcomes, financial and non-financial to all

client’s case records.

⮚  Set up and maintain key areas of casework including work brought forward,
key  dates  and  deadlines,  closure  of  case  and  other  admin  systems  as
the
required.  Maintain  client  records
organisation’s management information system.

to  required  standards  on

⮚  Meet the performance targets set by the organisation in line with FCA and

Citizens Advice Quality Assurance

⮚  Ensure  clients  are  encouraged  to  feedback  on  the  service  they  receive.
Share with management and team for continuous development of service
delivery

Discrimination

⮚  Identify  if  there  is  any  question  of  discrimination  and  be  aware  of  the
for  dealing  with  actual  and  potential

organisation’s  procedures
discrimination issues.

Research and campaigns

⮚  Identify  research  and  campaigns  issues  and  assist  with  research  and
campaigns  work  by  providing  information  about  clients’  circumstances
through the appropriate channel.

Professional development

⮚  Keep  up  to  date  with  legislation,  policies  and  procedures  and  undertake
appropriate  training  to  maintain  continuous  professional  development.
Attend relevant internal and external meetings.

Other

⮚  Support the aim and principles of the Citizens Advice service and its equity

and diversity policies

⮚  Perform  any  other  tasks  commensurate  with  the  role,  as  directed  by  a

Senior Manager.

 Person specification

Experience

1.  Current  knowledge  and  experience  of  FCA  regulated  Money  Advice  at

Casework level and ability to carry a money advice caseload.

Skills and abilities

2.  The  ability  to  prioritise  tasks  and  work  to  deadlines  using  own
initiative communicating effectively, both orally and in writing with a range
of people and organisations.

3.  The ability to work effectively and collaboratively as part of a team and work

without close supervision.

4.  Good  numeracy  skills  with  the  ability  to  carry  out  efficient  calculations,

prepare financial statements for clients.

5.  Ability  to  use  IT  for  statistical  recording,  record  keeping  and  document
production. Training can be provided for use of various web-based tools
6.  An ordered approach to casework and ability and willingness to follow and
develop agreed procedures outlined by CA Bucks and set out by the FCA.
Ability to engage in feedback sessions on case handling and progression.
7.  Effective communication skills with particular emphasis on negotiation and
representation,  the  ability  to  draft  correspondence,  and  reports  and  the
ability to communicate effectively and sensitively with clients.

8.  Ability  to  work  in  a  sensitive,  enabling  and  non-judgemental  way  with
from  a  wide  range  of  backgrounds.  Ability  to  maintain

people
confidentiality and appropriate professional boundaries.

9.  Willingness to work from multiple office locations to support clients from

their local office.

Desirable

10. Certificate of Money Advice practice
11. DRO intermediary status & Advocacy and court representation

  Terms and conditions

Job Title:
Location:

Money Advice Caseworker
Aylesbury, Chesham & High Wycombe

Hours:

37 hrs/week available

Salary:
Duration:

£28,000 FT
Permanent

Closing date:

Assessment and interview dates will be arranged as
applications are received, and we reserve the right to
close the role early if the right candidate is found

  What we give our staff

•  Employer Pension Contribution.
•  A company that is committed to its employees, valuing their knowledge,

creativity and flexibility.

•  Ongoing personal training and development.
•  The chance to work with amazing people and a nationally recognised

charity.

•  25 days leave (plus statutory bank holidays) pro rata per year
•  Contractual Sick Pay policy (Once probation period is passed)
•  Travel expenses paid when working away from your “base office”.
•  All and more outlined in our staff handbook.

How to apply

Please send your CV to hr@cabucks.org.uk . We will then send you a form

to complete to show how your experience matches our Person

Specification requirements