Debt Caseworker

Location: Our offices at Wesley Memorial Hall in central Oxford, outreach locations and home
Hours: 21 hours per week (0.5676 FTE)

This role is designed to meet the debt advice needs of Oxford residents. The post holder will provide debt advice including benefit checks, ways to raise income and reduce overheads. Advice will be given by telephone/email, by appointment in person at our office, and to drop in clients at outreaches. 

• A trainee position may be considered for the right candidate at a trainee salary level
• A fully remote position may be considered for a candidate with relevant experience. 

Role purpose: to provide an effective and efficient debt advice service to local residents within the aims, policies and principles of the CA service.   

Key responsibilities:

• Interview clients using sensitive listening and questioning skills in order to allow clients to explain their problem(s) and empower them to set their own priorities.
• Use the Citizens Advice Information System to find, interpret and communicate the relevant information.
• Research and explore options and implications so that clients can make informed decisions.
• Act for the client where necessary by negotiating, drafting or writing letters and telephoning.
• Liaise and negotiate with other statutory and voluntary organisations to progress the client’s case and ensure they receive all assistance available. 
• Signpost and refer internally and externally as appropriate in order to link clients into additional relevant support . 
• -Ensure that all work conforms to the office systems and procedures
• Maintain detailed case records for the purpose of continuity of casework, information retrieval, statistical monitoring and report preparation.  

We're looking for:

• Experience of advice work in debt and benefits. Ideally also experience in a wider range of areas - for example, housing, employment, consumer and immigration.
• Ability to work sensitively with a diverse range of clients
• An understanding of the issues involved in interviewing clients, particularly those who may be experiencing stress and anxiety.
• An ordered approach to your work and an ability to follow set procedures concerning casework and file management etc
• Ability to use IT in the provision of advice and the preparation of reports and submissions. 
• Good oral communication skills with particular emphasis on negotiation and representation skills on the telephone. 
• Ability to communicate effectively in writing with particular emphasis on negotiation and representation skills and on preparing grant applications, reviews, reports and correspondence.
• Numeracy skills required to understand statistics and check calculations. 
• Ability to monitor and maintain own work to comply with set standards 
• An understanding of and commitment to the Aims and Principles of the Citizens Advice service including the services Equal Opportunities policies. 
• Ability to work independently without close supervision, to prioritise own work, meet deadlines whilst contributing to the wider Citizens Advice team.

Why join us?

As a Debt Caseworker, your work will directly impact the lives of our clients, helping them navigate challenging situations and find the solutions they need. Benefits for working with us also include 28 days holiday per annum pro-rata, plus pro-rata bank holiday allowance, access to our Employee Assistance program, and a 5% employer pension contribution. You will get to work with our friendly and dynamic team, all committed to making a positive change in our community.

Apply now!

If you are dedicated to making a positive difference, we would love to hear from you. More details available on our website via the apply button