Debt quality officer jobs

ROOTED FINANCE

Rooted Finance is a pioneering specialist debt and financial inclusion Charity based in London. We’re committed to making money and debt advice accessible, for everyone.

The people we work with come from all walks of life and so do we.

We employ advisers from all backgrounds, not just because it’s the right thing to do, but because we are the communities we serve. We provide quality debt and money advice services to help clients manage their finances and debts, protect their essential services; and safeguard their income and priority needs. Our services have never been more needed in an uncertain financial environment.

Rooted Finance is expanding its team and is looking for a full-time Money Guidance Officer. This is an exciting opportunity to join a dynamic and supportive team at a pivotal moment in our growth.

We are looking for someone who enjoys providing a first-class client satisfaction and support service. You will work closely with our Advice team to ensure clients are accessing support through engagement activities and that they are able to progress their debt advice journey smoothly.

You will be the interface for advisers to ensure documentation and tasks are completed in a timely manner or the clients you are supporting. The post-holder will need to be comfortable interacting with a variety of audiences – advisers, clients and partner organisations, and enjoy supporting people to progress through their advice journey.

You will have strong administrative, research and data skills, excellent communication and critical-thinking skills, and should be flexible and capable of working independently and as part of a team.

The post holder will be part of a small team and need to be a proven self-starter. The team language is English, and Rooted Finance is an Equal Opportunities employer.

JOB DESCRIPTION

Job : Title Money Guidance Officer

Salary: £28,000

Hours: 35 Hours per week 

Benefits: 25 days annual leave plus bank holidays Day of leave on your birthday Additional day of leave for each year of service up to 35 days 3% Pension contribution stakeholder pension £200 home-office equipment allowance Costco membership. Employee Assistance Programme Hybrid and flexible working arrangements available and agreed according to business needs 

Contract: Permanent/Fixed Term (subject to funding) 

Location: Rooted Finance delivers primarily an in-person service, postholder will be required to attend outreach locations/RF office. Hybrid arrangement with remote working will be incorporated where possible based on business demands.

Purpose of the Job

Rooted Finance provides client focused and impact driven services. The ability to provide first class advisory and casework services that impact individuals, and the communities they live in, is fundamental to the way in which Rooted Finance provides transparent and evidence-based services.

RF is looking for a proven self-starter to support our advice services and preventative initiatives. You’ll be passionate about working with people and committed to delivering a high-quality community engagement and support program. You’ll be adept at delivering comprehensive support to individuals within diverse community settings.

You will be confident in working with community members to grow and develop projects to reach isolated individuals. Working flexibly across dates (including occasional weekend working), times and locations, responding to project and community needs as required.

The successful candidate will have excellent interpersonal skills and be able to work flexibly with clients. You will be meticulous in your work, especially when supporting clients and maintaining case records for continuity of ongoing support. You will be trained and expected to keep up to date with regards to legislation, case law and policy changes relating to debt and a working knowledge of welfare benefits as directed by Line Manager.

Training and development

Rooted Finance will provide internal and external training as appropriate. Continued professional development is fundamental to the values of Rooted Finance in building capacity amongst its team members.

Reporting

The post holder will report directly to the Advice Manager of Rooted Finance

Role Requirements

This role aims to address the additional barriers and needs faced by overindebted individual, ensuring they are supported in navigating these challenges and can focus on the debt advice process effectively. As a Money Engagement Officer you will work across our various community partners, delivering money mentoring support and income maximisation services to local communities with the aim of promoting financial resilience and wellbeing. You will also provide assist in collecting essential documents and information for advisers to progress their cases. You will maintain accurate client and project records and contribute/support Manager(s) with effective project monitoring and reporting. You will capture learning to share with project stakeholders to help inform Rooted Finance’s wider approach to financial inclusion services.

Key functions and impact of the role will include;

Outreach and Engagement: Actively engage overindebted individual through various outreach initiatives such as community events, workshops, and partnerships with local organisations to raise awareness about debt advice to encourage individuals to seek help early and facilitate this through practical 121 support.

Support and guidance: Provide ongoing support needs to keep people with money worries engaged in the debt advice journey. Often people struggling with money worries have additional barriers and needs, this role focuses on the 'support function' which will be available to help people navigate barriers so they can focus on the specialist debt advice needed and offered through Rooted Finance and other support services.

Referral and Collaboration: foster a cohesive relationship to build partnerships and to collaborate with debt advice services, community organisations, and other stakeholders to facilitate referrals and ensure a seamless transition into debt advice services. Maintain strong partnerships with service providers to enhance accessibility and support for individuals in need.

Empowerment and Education: Equip our services users by providing ‘digestible’ financial education, coaching, and advocacy to help them make informed decisions, improve their financial literacy, and build long-term financial resilience. Data Collection and Reporting: maintain accurate records of all outcomes, advocacy and support provided to all individuals, diligently record outcomes to track the effectiveness of the triage process and measure the impact of the engagement efforts on increasing access to debt advice and other services.

Duties & Responsibilities: The main duties will include

1. Work closely with RF advice team in identifying client’ needs to work together to implement a holistic approach to supporting individuals.

2. Manage a joint caseload with debt advisers to ensure successful engagement in the debt advice journey, monitor progress and maintain diligent records across all systems

3. Working closely with advisers to support their more vulnerable clients

4. Delivering both 121 and group sessions to build individuals’ financial knowledge and resilience.

5. Increasing the visibility and awareness of the advice services through external events and roadshows

6. Develop and maintain good working relationships with clients to facilitate engagement in debt advice journey by explaining and outlining what debt advice offers, support to engage in attending debt advice appointment, follow up with obtaining required documents, make effective referrals for additional services and provide on-going support.

7. Draw up a personalised plan supporting clients to access and engage with the extensive range of support available in the community. Actively connect clients with a wide variety of services through signposting for additional help around health, wellbeing, housing, welfare, immigration, social support and financial advice. 

8. Identify aftercare support to help individuals increase their ability around ongoing financial capability and literacy skills and to reduce further and future financial exclusions

9. Working with, and recruiting clients to, our Lived Experience Steering Committee

10. Provide one to one/group sessions to encourage and increase engagement in the debt advice service

11. Develop marketing and creative initiatives to promote and engage with service users to increase uptake in debt advice service and increase full journey completion.

12. Ensure all project monitoring requirements are adhered to and all learning (including risks and opportunities) is captured and recorded in a timely manner.

13. Perform consistent impact measurements on project components, including undertaking financial wellbeing checks before, during and after, beneficiary engagement with RF service in a non-intrusive manner

14. Actively participate in team meetings and work with colleagues and beneficiaries to further develop the project

15. Maintain effective communication between colleagues, stakeholders and beneficiaries at all times.

16. Undertake recommended and self-identified ongoing training and development to ensure gaps in knowledge/skills are acquired to meet requirement of the role and quality assurance processes in timely manner as directed by Supervisor/LM.

17. Work to an agreed work-plan, meeting targets on time and all required KPI

18. Work collaboratively to share good practice in performance and quality improvement with fellow advisers/wider team.

19. Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice as outlined in organisational policies.

20. Ensure all work is fully compliant with Rooted Finance policies and procedures and Quality Standard

21. Ensure data protections regulations are adhered to and office procedures followed

22. Abide by all Health & Safety at Work Act procedures

23. Adhere to policy and procedures around safeguarding vulnerable adults at risk

24. Demonstrable understanding and application of the provisions of GDPR

25. Behave in a professional manner at all times

26. Act as an ambassador for Rooted Finance, reflecting the objectives and values, and to always work in the best interests of the charity.

Other 1. Undertake additional tasks as defined by Advice Manager of RF and senior management team.

PERSON SPECIFICATIONS

Qualification 

Desirable: Educated to a degree standard or equivalent. 

Essential: Relevant professional qualification (i.e.CMA Connect Money Mentor training)/ or equivalent gained through experience Evidence of continued professional development 

Skills

Desirable: Excellent understanding of the principles and current best practice in debt, financial capability and financial inclusion.

Essential: Knowledge and understanding of the welfare benefit system and experience of advising customers on benefits.Understanding and commitments to the aims, principles, values and quality standards of Rooted Finance services. Awareness of, and ability to, understand and empathise with clients from a diverse range of backgrounds and disadvantaged groups living in the community, in particular barriers faced by over-indebted and financially excluded communities. Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients Ability to remain non-judgmental and apply active listening Ability to provide outstanding customer service Good communications skills – including written and personal presentation skills. Ability to give and receive feedback objectively and sensitively, and work as part of a team and be open to learning from others. Ability to manage own time and meet deadlines.High standard of numeracy and computer skills, specifically IT skills with a strong command of the Microsoft Office suite with an ability to understand and analyse complex financial and other numerical information Knowledge and experience of using case management systems to maintain accurate records Working in a small team and autonomously, experience of working in client facing role. A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics

Experience 

Desirable: Experience of supporting and guiding junior team members (volunteer/trainee team members)

Essential: Experience of working directly in a community setting such as adult health and social care, learning support or information and advice settings Experience of gathering, providing and disseminating complex and sensitive information Experience of liaising with partner agencies; Excellent communication, negotiation and organisational skills; Commitment to working flexibly across all RF services, including evenings and weekends (TOIL applied)

OTHER:

This role will be subject to an enhanced DBS check Rooted Finance is registered with the Information Commissioner's Office and will process your personal data in accordance with the General Data Protection Regulation and Data Protection Act 2018. Please refer to our online Privacy Policy for more information on how your personal data will be processed and stored. This job description and personal specification does not form part of any contract.

About the role

At SEA, all our work is grounded in evidence and shaped by the lived experiences of victim-survivors. As Research Officer, you will play a key role in delivering high-quality, survivor-centred research on economic abuse as part of a major new three-year project funded by the Economic and Social Research Council (ESRC).

Working closely with the Senior Research Officer, colleagues across SEA, academic partners and external stakeholders, you will support research exploring coerced debt as a form of economic abuse and the responses to it across systems and services. The role will involve qualitative and quantitative research activities, including data collection, analysis, stakeholder engagement, and producing accessible and impactful research outputs.

Your work will help strengthen understanding of economic abuse and inform policy, practice and systems change on coerced debt that improves responses for victim-survivors.

About you

You are a skilled researcher who is passionate about conducting high-quality research which can create real-world impact for victim-survivors of economic abuse.

You will have the ability to sensitively work with victim-survivors to learn about their lived experiences of economic abuse , including coerced debt, as well as the ability to conduct research with professional stakeholders.

Using your research skills, you will be able to analyse data, and will be able to demonstrate a good understanding of economic abuse in the context of intimate partner abuse, including of how perpetrators can misuse systems to enact abuse. You will be able to demonstrate an ability to deliver research projects in a timely manner and to communicate findings clearly to a range of stakeholders.

About SEA

Surviving Economic Abuse (SEA) is the only charity in the UK dedicated to raising awareness of economic abuse and transforming responses to it. All our work is informed by Experts by Experience – a group of women who speak about what they have gone through so that they can be a force for change. Economic abuse occurs when someone’s partner controls (through restriction, exploitation and/or sabotage) how they acquire, use and maintain economic resources such as accommodation, food, clothing and transportation.

What we offer

• 25 days annual leave, plus 5 Wellbeing Days and Statutory Bank Holidays (pro rata)
• Home working (UK based)
• Flexible working
• 5% Employer Pension Contribution
• Reflective practice
• Employee Assistance Programme
• Enhanced sick pay, family leave and carer’s leave
• The chance to be part of our highly professional, supportive team

To apply

Please apply via our website.

Applications open from 21 May 2026 and close at 11.59pm on 17th June 2026. Interviews will take place week commencing 6th July 2026

Direct applications only – no agencies please.

Surviving Economic Abuse (SEA) is committed to developing an inclusive team which reflects the diversity of the communities we support. Our culture celebrates diverse voices, and we particularly encourage applications from Black and minoritised applicants and disabled applicants who are under-represented at SEA.

SEA is a Disability Confident Committed, and Kinship Friendly Employer.

We kindly ask recruiters or agencies not to contact us about this role as we're managing this process directly. Due to the volume of agency enquiries, we're unfortunately unable to respond to each one individually.

Location: Reading, Hybrid (at least once per month to Reading Office)

Hours: 21 hours per week

Salary: £30,124 pro rata £17,097.41 for 21 hours per week

Contract Type: Permanent, Part Time

Campaign Closes: 22nd June 2026

Interviews: First stage: 24th/25th June 2026,

                Second stage: 30th June 2026

On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis.

Core Purpose

To deliver high quality, accurate, and responsive financial support that ensures the smooth operation of Make-A-Wish finance function. This role is central to maintaining the integrity of financial data through timely processing of transactions, effective communication with stakeholders, and diligent reconciliation of accounts. By supporting both internal teams and external partners, the role helps uphold financial compliance and operational efficiency, enabling Make-A-Wish to focus on granting life-changing wishes to children with critical illnesses.

Key Responsibilities

Customer and Communication Support

• Monitor the finance mailbox daily, ensuring all emails are reviewed and responded to in a timely, professional, and accurate manner. Provide first-line support for internal and external customer queries, escalating complex or unresolved issues to the appropriate team member or manager.
• Handle incoming calls to the finance team, offering courteous and knowledgeable assistance. Accurately log call details and follow up on outstanding queries to ensure resolution and customer satisfaction.

Sales and Purchase Processing

• Process sales invoices accurately and efficiently in accordance with MAW’s financial procedures, ensuring correct coding, VAT treatment, and timely dispatch to customers.
• Set up new customers and suppliers on the finance system, verifying all required documentation and approvals are in place. Maintain accurate and up-to-date records to support compliance and audit readiness.
• Process purchase ledger invoices (approx. 360 per month), ensuring they are matched to purchase orders, coded correctly, and approved in line with internal controls. Resolve discrepancies promptly to avoid payment delays.
• Create payment runs and upload onto the bank for approval, ensuring approvals are obtained in a timely manner

Reconciliations and Debt Management

• Perform supplier statement reconciliations regularly, identifying and resolving aged or unmatched items. Liaise with suppliers and internal stakeholders to ensure accounts are accurate and up to date.
• Monitor outstanding sales invoices, escalating overdue items to the relevant ‘requestor’ or budget holder. Support the credit control process by providing timely updates and assisting with follow-up actions.
• Conduct income reconciliations on a regular basis, ensuring all income is accurately recorded and discrepancies are investigated and resolved.
• Reconcile balance sheet accounts as assigned, maintaining clear audit trails and supporting documentation for all entries.

Expense and Credit Card Management

• Process monthly credit card statements, ensuring all transactions are supported by receipts, correctly coded, and approved in line with company policy.
• Review and process employee expense claims, checking for accuracy, policy compliance, and appropriate authorisation before submission for payment.

Inventory and Stock Control

• Conduct stock takes at agreed intervals, working with relevant departments to ensure accurate counts and investigate variances. Support the maintenance of accurate stock records in the finance system.

Financial Recording and Reporting

• Post and process journal entries for accruals, prepayments, and other adjustments to ensure the general ledger reflects accurate and complete financial information. Maintain supporting documentation for all entries.

Continuous Improvement

• Identify process improvements and opportunities for automation, making recommendations to line manager and supporting implementation

General and Ad-Hoc Support

• Support with ad-hoc finance tasks as required, including data entry, reporting, and assisting with audits or internal reviews.
• Provide cover for team members during periods of absence, ensuring continuity of service and workload management. Take on additional duties as appropriate to the level of the role and contribute to team objectives.

Essential Criteria

• Proven experience in a finance or accounts role, with a solid understanding of financial processes such as invoicing, reconciliations, and ledger management.
• Strong attention to detail and accuracy in data entry and financial reporting.
• GCSE Maths or equivalent, grade 4/5 (C) or above.
• Excellent communication skills, both written and verbal, with the ability to respond professionally to internal and external queries.
• Ability to work independently and as part of a team, managing workload effectively and meeting deadlines.
• Proficient in using finance systems, particularly Xero and Microsoft Office applications, especially Excel.
• Demonstrated ability to handle confidential information with integrity and discretion.
• Strong organisational skills and a methodical approach to problem-solving.
• Willingness to learn
• Positive and ‘can do’ attitude

Desirable Criteria

• Experience working within a charity, non-profit, or mission-driven organisation.
• Experience with stock control or inventory management.
• Knowledge of VAT and basic accounting principles.
• AAT qualification or working towards a relevant finance qualification.
• Experience supporting audits or financial reviews.
• Willingness to take on additional responsibilities and support team members during absences.
• Proficiency in finance systems, Lightyear & JOIIN

Product Lead – HOSTHub  

(Operational Product Delivery) 

Reports to: Operations Director (Head of Delivery) 
Contract: 1.0 FTE (Temp to Perm) 
Location: Remote (UK or International) 

Role Purpose 

The Product Lead – HOSTHub is responsible for identifying, prioritising, and resolving day-to-day product challenges across HOST’s digital platform. 

HOSTHub serves as the operational backbone of the organisation, enabling delivery across finance, legal, partnerships, and hosted partner services. In this role, the Product Lead ensures the platform functions effectively in practice—by understanding user needs, surfacing issues early, and driving the design, prioritisation, and rapid delivery of solutions. 

While contributing to the longer-term product vision in collaboration with the leadership team and development partners, the primary focus remains on operational product delivery. This includes managing fortnightly sprint cycles, maintaining a dynamic and prioritised backlog, and ensuring continuous alignment between user requirements, internal processes, and platform capabilities. 

The role requires a highly hands-on individual who thrives at the intersection of users, internal teams, and developers, with the ability to translate real-world challenges into clear, actionable product decisions. 

Core Responsibilities 

1. Product Problem Identification and Prioritisation 

Lead the ongoing identification of friction points, inefficiencies, and system gaps across HOSTHub use cases, including those impacting hosted partners, funders, and internal staff workflows. 

Maintain a dynamic, prioritised backlog of product issues and enhancements, informed by user insight and operational impact. 

Work closely with delivery teams across finance, legal, partnerships, and community support to understand how the platform performs in practice and where it falls short of user needs. 

Translate operational challenges into clear, well-defined product requirements that are actionable for development teams. 

Ensure prioritisation is driven by delivery urgency, risk exposure, and opportunities for efficiency, rather than abstract feature development. 

2. Sprint Management and Delivery Execution 

Own the end-to-end delivery of the product, managing fortnightly sprint cycles. 

Set sprint priorities, create and refine tickets, and ensure all development work is well-scoped, logically sequenced, and ready for delivery. 

Collaborate directly with development contractors to run sprint planning, stand-ups (where applicable), and sprint reviews. 

Validate completed work against real user workflows before release to ensure quality and usability. 

Maintain clear visibility of progress, risks, and dependencies, escalating blockers and trade-offs to the Operations Director as needed. 

Provide bi-weekly sprint reports outlining delivered outcomes, outstanding issues, and upcoming priorities. 

3. User Engagement and Feedback Loops 

Establish continuous feedback loops with both internal users (staff teams) and external stakeholders (hosted partners and funders). 

Conduct structured user conversations to understand how systems are used in practice, not just how they were designed to be used. 

Validate proposed solutions with users prior to development where appropriate, ensuring alignment with real needs. 

Ensure user insights consistently inform backlog prioritisation and shape sprint scope. 

Maintain a clear view of user satisfaction grounded in qualitative feedback, not just survey-based metrics. 

4. Cross-Team Operational Alignment 

Act as the central point of coordination across product, delivery teams, and external developers. 

Ensure HOSTHub effectively supports real operational workflows across key service areas, including Project Hosting, Hosted Grantmaking, and Capacity Building. 

Partner closely with Finance, Legal, and Partnerships teams to align system functionality with compliance, contractual, and reporting requirements. 

Identify and resolve misalignments between team processes and platform functionality, either by adapting the system or clarifying and standardising ways of working. 

5. Development Oversight  

Manage the day-to-day relationship with the development team, ensuring requirements are clear and issues are addressed promptly. 

Ensure all development outputs are practical, functional, and aligned with real operational needs. 

Avoid over-specification and unnecessary complexity, prioritising simple, implementable solutions. 

Track defects, rework, and technical debt, incorporating them into sprint priorities where they have a meaningful operational impact. 

6. Data, Workflow, and System Effectiveness 

Ensure HOSTHub captures and delivers data that is accurate, actionable, and aligned with reporting requirements. 

Identify and implement opportunities to automate key workflows, reducing manual effort across teams. 

Partner with internal stakeholders to ensure system logic supports compliance and audit requirements in day-to-day operations. 

Maintain clear, practical documentation of key workflows and system behaviours to support effective operational use. 

7. Risk, Compliance, and System Integrity 

Work closely with the Legal Lead and Operations Director to ensure product decisions do not introduce unmanaged risk. 

Prioritise data protection, security, and system reliability as core product considerations. 

Ensure compliance requirements, including data protection and financial controls, are embedded in how the platform operates in practice. 

Take clear ownership of system incidents or failures, coordinating response and ensuring timely resolution and follow-through. 

8. Contribution to Product Direction 

Contribute to longer-term product thinking, including roadmap development and the ongoing evolution of the system. 

Provide grounded input to strategy based on observed user behaviour, operational constraints, and delivery realities. 

Ensure product direction remains focused on solutions that are practical, scalable, and genuinely valuable to users. 

Key Relationships 

Internal: Operations Director, Finance Team, Legal Lead, Partnerships Director, Community Support Team, Data Analyst, Training Lead. 

External: Developers, technical providers, hosted partners, funders. 

Performance Indicators 

Reliable delivery against sprint commitments, with a clear connection to resolved operational issues. 

Reduction in recurring user-reported problems across key workflows. 

Demonstrable improvements in system usability and efficiency for internal teams and hosted partners. 

A well-maintained backlog with clear, transparent prioritisation rationale. 

Strong alignment between platform functionality and operational delivery needs. 

Timely identification and effective resolution of system risks and critical defects. 

Required Experience 

5–8 years’ experience in hands-on product management or product delivery roles, with clear ownership of day-to-day execution. 

Proven experience managing sprint cycles and working directly with developers to deliver iterative improvements. 

Strong track record of identifying user needs and translating them into effective product solutions. 

Experience working with complex operational systems involving multiple user groups and workflows. 

Ability to operate effectively in environments with evolving and loosely defined requirements. 

Comfortable working across technical and non-technical teams, acting as a practical bridge between them. 

Familiarity with system integrations, workflow tools, and data-driven platforms (e.g. CRM systems, finance platforms automation tools) 

Strong prioritisation skills, with the ability to balance urgency, impact, and feasibility. 

Clear, structured communication style, enabling effective coordination and delivery clarity across teams.