Lewisham, Greater London
£27,000 - £30,000 per year
Permanent, Full-time
Job description

Please note that we only accept applications made using our own Application Form, which can be downloaded from the Citizens Advice Lewisham website

Reports to: Citizens Advice Lewisham Supervisor, Line Manager

Contract type: Permanent

Working hours: Full time (35 hours per week)

Salary grade: £27,000- £30,000 per annum, depending on experience

Location: Leemore Centre, Lewisham – might be required to work from different locations (outreach)

 

Job purpose:

1. To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances

2. To maintain detailed case records

3. Keep up to date with legislation, policies and procedures and undertake appropriate training

Main duties and responsibilities:

1. To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances This includes:

· Interviewing those that access our service using sensitive listening and questioning skills in order to allow them to explain their problem(s) and empower them to set their own priorities

· Researching and exploring options and implications so that those accessing our service can make informed decisions

· Ensuring income maximisation through the appropriate take up of income, including those relating to water charges, benefits, tax and housing

· Providing in-depth quality advice and on-going casework, including acting for the client where necessary using appropriate communication skills and channels

· Maintaining detailed case records, ensuring that all work meets all auditing and quality standards and the requirements of the funder

2. To maintain detailed case records This includes:

· Ensuring that all work meets all auditing and quality standards and the requirements of the funder

· Ensuring all case records are written up in a timely manner

3. Keep up to date with legislation, policies and procedures and undertake appropriate training This includes:

· Ensuring you complete a minimum of 16 hours/equivalent of technical debt advice CPD accredited training or qualifying activity and maintaining an up-to-date record of all training sessions

4. Contribute to team

· Work to an agreed work-plan, meeting targets and milestones

· Prioritise and manage your own workload

· Be an active member of the team, identifying opportunities for your own development

· Compliance with CAL policies and procedures, including health and safety

· Demonstrate financial efficiency and value for money throughout work

· Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice

5. Other

·  Undertake additional tasks as defined by the CEO and Line Manager

Person specification:

Essential:

Awareness of, and ability to, understand and empathise with clients from a diverse range of backgrounds and disadvantaged groups living in the community

Ability to remain non-judgmental

Ability to provide outstanding customer service

Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings 

Ability to work as part of a team and be open to receiving feedback and learning from others

Understanding of the debt advice model with proven casework skills and experience of dealing with complex and challenging cases

Ability to manage own time and meet deadline

A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics 

Knowledge and Experience

 

Previous experience of providing debt advice

(at least a year, or equivalent to a year, if part time)

Hold a valid Money Advice Service accredited qualification in debt advice to level three, or higher (desirable)

Experience of delivering high quality advice, casework and financial capability sessions to meet targets whilst ensuring collection of data to support funder’s monitoring and reporting requirements 

Have essential IT and telephone skills and ability to use an online based Client Management System (CMS) to deliver advice across multiple channels and maintain case records 

Hold a Certificate in Money Advice Practice (Cert MAP) from the IMA in partnership with Staffordshire University (desirable)

Previous experience in supporting junior colleagues with their development  (desirable)

 

 

 

 

More about Citizens Advice Lewisham
About
Citizens Advice Lewisham

Citizens Advice Lewisham (CAL) is the lead agency in the Advice Lewisham partnership providing vital services in a large and culturally diverse... Read more

Refreshed on: 06 August 2020
Closed date: 05 September 2020
Job ref: Debt Advisor
Tags: Advice, Information, Social Care/Development

The client requests no contact from agencies or media sales.