Trainee Money Advice Caseworker

Job Title: Trainee Money Advice Caseworker

Salary: £21,286

Hours: As part of our commitment to being a flexible employer,
applications are welcomed from candidates who are able to
offer up to 37 hours a week.

Responsible to: Project Lead – Debt and Money Advice.

Location: Ashington with limited travel across the county.

Length of contract: 12 months.

Closing date: Monday 19th October 9.00am. Interviews will take place Thursday 22nd October.

Applying for the job: You must complete an application form. CV’s will not be considered. To find out more about the role and to request an application pack, contact:

Sarah Hall: 07384510724

The Citizens Advice Service

The aims of the Citizens Advice Service are:

  • To provide the advice people need for the problems they face  
  • To improve the policies and practices that affect people’s lives.  

The Citizens Advice Service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities.  It values diversity, promotes equality and challenges discrimination.  

In furtherance of its aims the service follows policies of non-discrimination and seeks to be an Equal Opportunities Employer.

The Role

● To undergo intensive training to become an accredited Money Advice Caseworker.
● To provide a high quality advice and casework service to the organisation’s clients
in debt and money management advice.

The role will be based in Ashington but travel across the county may be required to
deliver outreach services as required.

We will only accept applications from candidates who are as yet unqualified in money
advice but who can show a basic understanding of and interest in debt advice and
who have the skills and ability to train quickly.

Main Duties and Responsibilities:

1. Advice and casework
● Provide a casework service covering the full range of debt and money
management advice including debt relief orders, bankruptcy and debt
management plans.
● Deliver the service by a range of methods as required including some face to face
but primarily over the telephone and digital channels.
● Act for clients where necessary, including drafting letters, budgets, and financial
statements and negotiating with third parties.
● Ensure income maximisation through the take up of appropriate welfare benefits.
● Prepare and present cases to statutory bodies, tribunals and courts as required.
● Assist clients with other related problems where they are an integral part of the
case and refer to other advisers or specialist agencies as appropriate.
● Maintain standards of service delivery and ensure that casework conforms to the
Citizens Advice membership requirements, the Advice Quality Standard and the
Money Advice Service Debt Framework.
● Maintain case records for the purpose of continuity of casework, information
retrieval, statistical monitoring, report preparation and quality checking.
● Ensure that all work conforms to the organisation’s systems, policies and
● Comply with the systems for monitoring and reporting on client satisfaction and
the outcomes of advice.
● Work in partnership with colleagues to ensure that the service meets key
performance indicators and targets.
● Assist in the smooth running of the organisation by providing back-up and
emergency cover for other parts of the service as required.
2. Research and campaigns
● Keep up to date with current research and campaigns issues.
● Participate in research and campaigns activity by providing information about
clients’ circumstances and taking action on behalf of clients.
3. Learning and development
● Follow an intensive learning and development plan designed to introduce and
develop all the elements of money advice and casework.
● Read relevant publications to maintain knowledge and expertise.
● Keep up to date with legislation, case law, policies and procedures and undertake
training appropriate to the role.
4. Other duties
● Uphold the aims, policies and membership requirements of the Citizens Advice
service and demonstrate a strong commitment to equality and diversity principles.
● Work cooperatively with colleagues to encourage good teamwork across the
● Develop and maintain links with statutory and non-statutory agencies and
promote the work of the organisation in a positive and constructive way.
● Prepare for and attend relevant supervision sessions / staff meetings / trustee
board meetings as required.
● Comply with all monitoring and reporting requirements and provide progress
reports for managers, the trustee board, Citizens Advice and funders as required.
● Adhere to the organisation’s information assurance policies and procedures and
report any breaches or incidents of non-compliance.
● Abide by health and safety guidelines and share responsibility for own safety and
that of colleagues.
● Undertake any other duties that are consistent with the level of the post and
ensure the effective delivery and development of the organisation’s services.

Essential Requirements:

1. An understanding of and commitment to the aims, principles and policies of the
Citizens Advice service including a strong commitment to equality and diversity.
2. An understanding of the problems and issues associated with unmanageable debt
and their implications for clients and advice service provision.
3. A willingness to learn and the ability to develop quickly.
4. Sensitivity towards the needs of others and a friendly and approachable manner.
5. A good understanding of the skills and techniques used in interviewing clients
through a range of channels including telephone, digital and face-to-face.
6. The ability to understand the needs of others and to empower clients to take
action for themselves.
7. The ability to monitor and maintain own standards, prioritise work and meet
deadlines and targets.
8. An organised approach to work and the ability and willingness to follow set
procedures concerning casework and file management.
9. Good numeracy skills and the ability to check calculations, prepare budgets and
financial statements and understand statistics.
10. The ability to analyse and interpret complex information and to communicate
effectively in writing with particular emphasis on negotiation and representation.
11. Good oral communication skills and the ability to communicate well with a wide
cross section of people including members of the public and external agencies.
12. The ability to work flexibly with a variety of individuals and organisations and to
earn and maintain the trust of those people with whom the organisation works.
13. The ability to give and receive feedback objectively and sensitively and a
willingness to challenge constructively.
14. The ability to work as part of a team and to respond positively to change.
15. A commitment to continuing professional development including a willingness to
develop knowledge and skills.
16. Good ICT skills and the ability to ensure the best use of IT systems and packages in
the provision of advice services.
17. The regular use of a car for work purposes including outreach and home visiting.

Further Details

1. Closing date: Monday 19th October 9.00am.
2. Interview date: Thursday 22nd October.
3. Normal hours of work for a full-time worker are Monday to Thursday 9.00am to
5.00pm and Friday 9.00am to 4.30pm including a 30 minute unpaid break.
4. Full-time employees are entitled to 36 days annual leave (including bank
5. Travel expenses will be paid on authorised business.
6. If you would like an informal discussion about the role please contact Sarah Hall,
in the first instance to arrange this, using the contact details below.

Contact Information

Completed applications (CV’s will not be accepted) should be returned to:

Sarah Hall
Citizens Advice Northumberland
South East and Remote Advice Hub
Unit 6, Sovereign House
Sovereign Business Park
Epsom Drive
NE63 8UG

Alternatively completed applications can be emailed to

Please ensure that you receive a read receipt.