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Debt Adviser (Full- or part-time)

SE11, London (On-site)
SM4, Morden
CR4, Mitcham
£33,000 per annum
Full-time or part-time (Full- and part-time positions)
Job description

Hours: Full- and part-time positions

Contract: Permanent

Location: CAML charity offices and outreach venues

Salary (pro rata for part time): £33,000 per annum

Annual Leave: 25 days (pro rata for part time), Charity Day, plus public holidays

Pension: The charity operates a pension scheme

The charity offers an employee assistance programme


Deadline: 6pm, Monday 24th June 2024


Citizens Advice Merton and Lambeth (CAML) is the leading advice charity supporting individuals and families across the London boroughs of Lambeth, Merton and beyond.  We provide a range of information, support and advice services.  We also work to raise awareness and understanding of the challenging issues affecting our clients and communities. 

We are looking for an accredited Debt Adviser to provide comprehensive debt advice and support to those in need.  If you have at least one year’s experience as a debt adviser, passionate about supporting individuals and families in need, and interested in joining a dedicated, professional team we would love to hear from you.

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 casework.  You will also be very well informed with regards to legislation, case law and policy changes relating to debt and benefits.

Our offices have excellent public transport links and Mitcham also has a carpark.  We offer a friendly and welcoming work environment and can provide flexible work opportunities dependent on service demands. 


Main duties and responsibilities

  • Provide comprehensive, full range of debt advice in line with Financial Conduct Authority and Debt Advice Quality Framework

  • Commit to complete ongoing training/development as requested by the charity

  • Provide generalist advice in benefits, income maximisation and housing as required

  • Complete Debt Relief Orders on behalf of clients

  • Use your interpersonal skills to explore, listen and understand complex problems as they affect each individual and tailor approach to advice accordingly

  • Provide a clear plan of action and follow-up on actions relating to cases as appropriate

  • Follow-up on actions relating to cases as appropriate

  • Identify and escalate serious problems, including safeguarding, appropriately

  • Ability to work to own initiative within a team environment. 

  • Work closely with service colleagues and wider CAML team

  • Support clients in CAML offices and outreach venues


Monitoring Quality and Case Recording

  • Ensure all client engagement and support is comprehensively and accurately recorded

  • Review your work, and monitor quality standards, as per the Citizens Advice quality framework

  • Ensure data protections regulations are adhere and office procedures followed

  • Work with your line manager, senior managers and charity colleagues to develop and improve services, and your own standards.


Other Duties and Responsibilities

  • With wider charity team and other organisations, ensure clients are supported with related advice issues

  • Ensure all work is fully compliant with our policies and procedures and Citizens Advice Quality Standard

  • Assist and contribute to the charity’s communications, research and campaigns work

  • Maintain positive working relations with our stakeholders

  • Professionally represent Citizens Advice Merton and Lambeth

  • Other duties as requested by your line manager, senior manager and Chief Executive


Professional Development

  • All our team receive comprehensive induction to the charity and our work.  We support Advisers in their professional development to ensure we’re up to date with recent legislation, case law, policies and procedures relating to benefits and debt and undertake appropriate training as agreed with your line manager (Head of Advice Services).


Person Specification

  • Generalist Adviser certificate (Citizens Advice or equivalent) – Essential

  • Accredited debt adviser (either through relevant Citizens Advice debt training, Wiser Adviser training). – Essential

  • Ability and willingness to comply with Citizens Advice quality standards

  • Experience of using client management databases (we use Casebook) - Desirable

  • Ability to prioritise work, meet deadlines and manage caseload - Essential

  • IT competency and experience - Essential

  • Ability and willingness to work as a team - Essential

  • Understanding of and commitment to the aims and principles of Citizens Advice service - Essential


This job description and personal specification does not form part of any contract.


If you’re interested in the role and joining us, we would be delighted to hear from you. Please follow the link to our website to find out how to apply. (please note we will not consider CVs for this role).


The deadline for applications is 6pm, Monday 24th June 2024

If you do not hear from us, we are afraid your application was unsuccessful.


We reserve the right to close applications early if we receive sufficient applications for the role.


We are 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.

Posted by
Citizens Advice Merton and Lambeth View profile Company size Size: 21 - 50
Posted on: 10 June 2024
Closing date: 24 June 2024 at 18:00
Tags: Advice, Information

The client requests no contact from agencies or media sales.