Name: Citizens Advice South Hams
Status: Part Time
This is an exciting, new role that Citizens Advice South Hams has created to help us
support increasing numbers of people in a post pandemic era. The post-holder will be an
experienced debt and benefits advisor with strong organisational and team leading skills.
They will wear many hats and must be able to oversee the advice services on designated
days, support a small team of advisers and manage a small caseload. A dynamic,
independent self-starter, they will be skilled at managing complex information and
competing priorities. They will share our commitment to the very real and positive
impact Citizens Advice has on the people and communities it serves.
Main duties and responsibilities
Provide technical debt and benefits expertise to clients and colleagues, ensuring
technical knowledge is up to date across the organisation.
Under guidance of the Operations Manager, manage the practicalities of daily
advice sessions, ensuring client issues are resolved effectively and to a high
Provide appropriate levels of support and supervision to individual workers
depending on their level of competence.
Work with our special benefits team and line-manage a small team of paid advisers,
providing support, developing their skills, knowledge and confidence.
Use skills and competences to promote the organisation and foster good
relationships with external organisations.
Responsible for case working with a small number of clients in the Dartmouth area:
Advise and assist clients on welfare and other issues, supporting with claiming
relevant benefits, negotiating with housing, DWP, justice agencies and others as
Identify priority and non-priority debt, help with budgeting, paying bills,
repayment plans and income maximisation.
Offer advice on remedies such as challenging debts, debt relief orders, and
bankruptcy, informal debt management plans. by calculating, negotiating and
acting on debts
Maintain case records and agreed monitoring and outcome information for
commissioning agencies and internal management purposes.
Create a positive working environment in which equality and diversity are wellmanaged, dignity at work is upheld and staff perform optimally.
Maintain effective admin systems and records, work cooperatively with colleagues,
encourage good teamwork and clear lines of communication.
Attend and lead internal and external meetings as required.
Identify learning and development needs of self and team members. Ensure needs
are acted on to develop individuals and improve the quality of service.
Keep up to date with legislation, case law, policies and procedures relating to
benefits and money advice
Keep up to date with research and campaigns issues and ensure that this is
promoted and integrated in a way relevant to the role.
Uphold the aims, principles and values of the organisation
Comply with all the organisations policies and procedures, paying particular
attention to Health and Safety, Risk Management, Confidentiality, and Equal
1. Qualified to provide regulated debt advice with a passion for alleviating debt,
supporting clients with financial capability and developing the skills and knowledge
of their team
2. Experienced generalist advisor, with good current knowledge of the benefits
system idiosyncrasies and challenges.
3. Effective team leader with an ability and willingness to work as part of a team.
Proven ability to manage / supervise others, lead by example, develop and
motivate staff, give and receive feedback objectively and sensitively.
4. Dynamic, self-starter, able to manage competing priorities, monitor and maintain
service delivery against agreed targets
5. Can manage complex information, and thrive in a busy office environment, working
flexibly to ensure work is produced to a high standard and to deadlines.
6. Effective oral and written communication skills to include negotiating and
representing clients and producing/presenting reports for internal and external
7. Ability to make good use of IT in the provision of advice, record keeping and report
8. Able to commit to, and work within, the aims, principles and policies of the Citizens
9. Up-to-date understanding of equality and diversity and its application to providing
advice and the supervision and development of staff.
10. Possession of a full driving licence and use of a car, or otherwise able to fulfil any
travel requirements of the post.
1. Qualified DRO Intermediary
2. IMA Cert/ MaPS qualification
3. Recent work on the MASDAP contracts
4. Experience of giving financial capability advice
5. Experience of working with vulnerable or marginalised people
This job description provides an indication of the roles and responsibilities of the post. It should not be
construed as an exhaustive list of the duties. It may be re-negotiated, in consultation with staff, as the
organisation develops. Some aspects of the role may be limited by the terms of a particular contract or
In accordance with Citizens Advice national policy the successful candidate may be screened by the DBS.
However, a criminal record will not necessarily be a bar to your being able to take up the job.
| Job Requirements/
Please visit our website southhamscab.org.uk for an application form
£20,000 - £24,360 (pro rata)
Citizens Advice South Hams
Citizens Advice south Hams, Follaton House, Plymouth Road
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