At a Glance
- Tasks: Support clients with debt advice and casework through engaging telephone conversations.
- Company: Join North Tyneside Citizens Advice, a supportive and inclusive organisation.
- Benefits: Enjoy up to 29 days holiday, paid birthday leave, and comprehensive training.
- Other info: Dynamic role with opportunities for career progression and personal growth.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and a passion for helping others are essential.
The predicted salary is between 24000 - 25989 £ per year.
Experienced / Trainee Telephone Debt Caseworker
Experienced Debt Caseworker - £30,237.90 per annum (pay award pending).
We are looking for an accredited Debt Caseworker who is passionate about supporting people to understand their options and move towards practical, sustainable solutions.
You will join our well-established Social Welfare Advice Team and provide telephone advice and casework to clients across England.
- Career development role – Trainee
- Debt
- Caseworker
For the right candidate, we would also consider a trainee appointment.
You should have at least 12 months’ experience in a customer service environment and a genuine interest in helping often vulnerable people through advice work.
This is a supportive opportunity to train as a Debt Caseworker, with comprehensive training provided through the Citizens Advice Adviser Learning Programme and Money Advice accredited debt learning programme.
You will build the skills, confidence and knowledge needed to progress into a specialist telephone casework role after achieving the required debt quality competences and accreditation.
What we offer
- Up to 29 days paid holiday per year, dependent on length of service plus bank holidays.
- Paid birthday leave after one years’ service.
- Employee Assistance Programme, offering 24/7 support
- Full training provided to develop your skills
- Meaningful work that helps people find a way forward
- A friendly, supportive working environment where your contribution is valued
- What you’ll do day to day
- Take inbound calls with clients to understand their circumstances and explore their debt situation.
- Complete outbound referrals so clients can access the right support at the right time.
- Assess and diagnose clients’ debt, housing and benefit issues clearly and accurately.
- Provide advice that enables clients to make informed decisions and take positive next steps.
- Assess clients on entitlement to welfare benefits using Quick Benefit Check (QBC).
- Offer practical budgeting and income maximisation advice.
- Provide full casework where needed, supporting clients from identifying the issue through to resolution.
- Maintain clear and accurate case records using the Citizens Advice case management system.
- Maintain standards of service delivery and ensure that all advice work meets the appropriate standard required by external auditors Money Advice & Pension Service, Citizens Advice Quality of Advice Audit, and the Financial Conduct Authority (FCA)
- Manage a varied caseload proactively, keeping clients informed and meeting deadlines.
Requirements
- At least 12 months’ experience of delivering excellent customer service, or equivalent, ideally by telephone
- A commitment to the aims, principles and equal opportunities policies of Citizens Advice.
- Strong communication skills and a supportive, client-focused approach.
- Excellent written communication skills drafting clear, tailored casenotes, emails and advice letters to clients.
- The ability to understand, explain and work with complex information.
- Confidence working independently and collaboratively as part of a supportive team.
- A high level of accuracy and attention to detail with case recording.
- Excellent listening and questioning skills, with the ability to put clients at ease.
- Excellent IT skills with experience of using Outlook 365, TEAMs and Share Point.
- Experience of working to deadlines in a fast-paced environment
North Tyneside Citizens Advice is committed to building a diverse and inclusive workforce.
We warmly welcome applications from individuals who believe they meet the essential requirements of the role, as outlined in the person specification and job description.
We’re Disability Confident
Disability Confident is a government scheme that supports employers to improve how they recruit, retain, and develop disabled people.
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StudySmarter Expert Advice🤫
We think this is how you could land Experienced / Trainee Telephone Debt Caseworker
✨Tap Into Local Support Groups
Get involved with local community support groups or charities related to social work. These places are often hubs for networking and can lead to trainee opportunities at organisations like Citizens Advice BANES. Plus, volunteering can give you hands-on experience that makes your application pop!
✨Connect with University Career Services
If you’re still studying, use your university's career services to find trainee roles in social work. They often have partnerships with organisations and can help set up interviews at places like Citizens Advice BANES. Don’t underestimate those dedicated programmes; they’re made for people like us!
✨Attend Social Work Events
Keep an eye out for workshops, conferences, or networking events in the social work field. These can be fantastic for meeting professionals from organisations like Citizens Advice BANES and getting insights on what they look for in trainees.
✨Showcase Your Passion Online
Build a portfolio or a blog where you share your thoughts on social work issues. This not only showcases your passion but also makes you more visible to companies like Citizens Advice BANES looking for trainees who genuinely care about the field. We can all make a difference, so let your enthusiasm shine!
We think you need these skills to ace Experienced / Trainee Telephone Debt Caseworker
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let your enthusiasm for helping others shine through. Talk about experiences that sparked your interest in social work, whether that’s volunteer work, personal experiences, or relevant coursework. We're looking for trainees who genuinely care – that passion is what makes a difference!
Highlight Relevant Experiences:Even if you haven’t worked in social work before, think about transferable skills from other roles or volunteering. Mention things like teamwork, empathy, and problem-solving. Include specific examples that demonstrate your abilities and how they relate to the social work field.
Tailor Your CV for Social Work:When it comes to your CV, make sure to include any relevant qualifications or certifications, like first aid or mental health first responder training. Also, focus on any academic achievements related to social work, such as modules you've taken or projects you’ve completed that showcase your skills in the field.
Be Ready to Discuss Your Learning Goals:As a trainee, it’s important to emphasise your eagerness to learn and grow. Be prepared to mention what you hope to gain from the experience at Citizens Advice BANES. This shows that you're not just looking for a job, but a chance to develop your skills and make a real impact in social work.
How to prepare for a job interview at Citizens Advice BANES
✨Know Your Theories
Brush up on key social work theories and frameworks, especially those relevant to the specific role at Citizens Advice BANES. Be ready to demonstrate your understanding of models like the ecological systems theory or strengths-based approaches, as these often come up in interviews.
✨Emphasise Your Empathy
As a trainee in social work, you'll need to showcase your interpersonal skills. Prepare to share examples where you've demonstrated empathy and understanding in challenging situations, whether in prior experiences or your studies.
✨Be Ready for Scenario Questions
Expect the interviewers to put you through situational questions that test your problem-solving and crisis management skills. Practice responding to hypothetical scenarios you might face as a social worker, focusing on how you would assess and intervene in those situations.
✨Showcase Your Motivation for Learning
As a trainee, it’s vital to express your eagerness to learn and grow in your role at Citizens Advice BANES. Be prepared to discuss what specific skills you hope to develop during the traineeship and how your passion for social work drives your career aspirations.
