Money Advice Support Officer

Key accountabilities and responsibilities Key elements & tasks

• Service Delivery- Working with clients
• Be point of contact for clients across relevant channels asrequired, including the booking of appointments,e-signature requestsetc
• Prepare clients for a debt advice session by contacting them in advance of their appointment outlining the expectations
• Helping clients gather information and complete their budget in advance of the appointment
• Collect information from creditors and utility companies(including credit reports)to support the work of the adviserand support with breathing space applications
• Processing information received from the client to contribute to the progress of their case
• Contact third parties to update them on the client's situation or obtain information
• Contact the client post closure of their case to check on progress
• Process inbound and outbound referrals to the service
• Facilitate the booking of appointments both internally and externally
• Maintain clear case records for the purpose of continuity of casework, information retrieval, and statistical monitoring and report preparation (usingnationalcase management system, Casebook).
• Regularly review cases, ensuring all key dates/ deadlines are met, whilemaintainingcontact with clients.
• Ensuring case files have all required information before case closure.

Performance, Personal Management and Administration

• Achieve performance targets required of the post (KPIs) and ensure that the advice given meets the standardsof; Citizens Advice Quality Assurance Framework
• Citizens Advice Quality Assurance Framework
• Advice Quality Standard (AQS)
• Take ownership formonitoringown workload.
• Tocomply withoperational management systems of supervision,objectives,appraisaland induction; including engagement with constructive engagement/ feedback.
• Tocomply withdata collection procedures and reporting to ensure effective recording ofperformance monitoring,outcomesand client informationon CRM systems.

Service Development, Research & Campaigns

• Assistwith the development of the service locally,regionallyand nationally, publicising work as and when necessary.
• Work with colleagues tomaintaina positive working and learning environment, in which equality and diversity arewell managed, dignity at work is upheld and volunteers achieve their full potential.
• Carry out other tasks within the scope of the post to ensure the effective delivery and development of the role.
• Monitor advice enquiries, contributing to research and campaign projects locally, and across the Citizens Advice networkthrough evidence forms, spottingtrendsand explaining research & campaigns to clients.

Personal Development & Training

• Activelyparticipatein Money Advice training programmes
• Ensure through reading,trainingand consultancy, that your own level of knowledge around money advice & energy debt law is up-to-date and that this isdisseminatedasappropriate.
• Toidentifyyour own training needs in conjunction with the designated lead/ supervisor and be prepared to undertakeappropriate trainingin line with your training and progression plan.

Other duties and responsibilities

• Uphold the aims and principles and ourEDI/policies.
• Liaise, asappropriate, with relevant outside agencies (voluntary and statutory), other Local Citizens Advice offices and other stakeholders.
• Be an active member of the wider team and support colleagues in a collaborative way.
• Tocomply withall published organisational policies and procedures.
• Work flexibly to undertake such other reasonable duties and responsibilities.

Please note that this job description does not constitute a 'term and condition of employment'. It is provided only as a guide to assist an individual in the performance of the job and is not included to be an inflexible list of tasks.

The Citizens Advice Service is a fast-moving organisation and therefore an employee's duties may be varied from time to time. The post holder accepts that they may be required to work flexibly and undertake any other work or duties as may reasonably be required, within the scope of and commensurate to the nature of the post.

Person Specification

(all criteria are essential unless otherwise indicated)

Experience (through paid or voluntary work)

• Recent experience of giving information/guidance to clients in the public or voluntary sector or a regulated environment
• Working with groups/individuals who face complex barriers and disadvantages
• Experience of working within an advice and information organisation within the third/ charity sector (desirable)
• Experience of working within the remit of the Money and Pension Service (MaPS) (desirable)
• Experience of Financial Capability work debt intervention, or demonstrable willingness to develop this area (desirable)
• Experience of flexible working, according to business need, while balancing multiple priorities and managing a high workload
• Experience of engaging with clients across a range of channels sensitively and empower clients
• Experience of working with the public and vulnerable people with an understanding of the issues faced by clients living on low incomes and in fuel poverty
• Experience of communicating effectively, both orally and in writing, with a wide range of people

Knowledge and Understanding

• Demonstrable understanding and awareness of the relationship between money advice / debt and other areas of Social Welfare Law (desirable)
• A thorough understanding of professional boundaries and the issues surrounding confidentiality, data protection and information assurance
• Demonstrable understanding of the emphasis on quality of advice and related advice checks

Qualifications and Training

• A commitment to continuous professional development (CPD), including a willingness to develop knowledge and skills in required areas

Skills and Abilities

• Effective numerical, written and verbal communication skills, including the ability to deal appropriately with a range of people via face-to-face, telephone and digital communication methods
• Ability to work under pressure and prioritise workload to meet deadlines
• Ability to work on own initiative, proactively manage a varied workload, ensuring deadlines are met
• Ability to contribute as a member of the team but also work on own initiative and without close supervision
• Effective written and verbal communication skills, including the ability to deal appropriately with a range of people via face-to-face, telephone and digital communication methods
• The ability and willingness to liaise with outside agencies, and build effective working relationships with local and regional partners
• Willingness and ability to commit to a rota within the required service delivery hours

Additional Factors

• Ability and willingness to work as part of a team and a commitment to collective team responsibility
• Understanding of, and commitment to, the aims and principles of the Citizens Service in which equality and diversity is embedded throughout
• Proven ability to use cloud based systems and IT packages, including, word processing, spreadsheets and email (maintain one or more electronic diary/diaries), and the ability to use or learn to use other packages as necessary
• Commitment to continual professional development, including a willingness to develop knowledge and skills in advice topics
• Awareness that Citizens Advice clients are at the heart of everything we do