Citizens Advice Liverpool – Money Advice Caseworker

Posts available: Several roles available including part time.
Contract: Permanent.
Term: Full time and part time.
Salary: £28,111.
Hours per week: 35 hours. Full time flexibility on part time hours if required.
Reporting to: Money Advice Supervisor.
Location: Various locations around Liverpool and from home.

Employer Bio

Citizens Advice Liverpool is a charity that provides free, confidential and impartial advice to people who live and work in the city. They depend on a workforce of paid staff and over 70 trained volunteers. They give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem. They are the leading provider of advice and advocacy services in Liverpool and have helped clients with over 106,000 issues in 2022/2023.

Job Description

Key duties and responsibilities

  • Provide casework covering the full range of debt advice and ensure income maximisation via in person advice and digital channels.
  • Provide outreach advice in Torus Foundation, Citizens Advice buildings and home visits.
  • Provide advice and case updates to Torus Foundation staff members via a staff helpline building positive relationships.
  • Act for the client where necessary by calculating, negotiating, drafting or writing letters and telephoning creditors
  • Negotiate with and signpost/refer to third parties as appropriate.
  • Prepare and present cases to the appropriate statutory bodies and courts as appropriate.
  • Provide advice and assistance to other staff across a range of debt issues.
  • Ensure that all casework conforms to the Financial Conduct Authority and Debt Advice Quality Framework in relation to own casework.
  • Ensure that all work meets the quality standards of the AQS general help level quality standard, the Citizens Advice quality assurance scheme and the Money and Pensions Service quality framework.
  • To meet the individual performance targets and engage positively in discussions with line manage to maintain required levels.
  • Provide regular reports and feedback to the Line Manager as required.
  • Assist with social policy work by providing information about clients’ circumstances through the appropriate channel.
  • To work as part of the Torus Foundation project team and contribute to effective service provision.


  • Attend relevant internal and external meetings as agreed with the line manager 3.
  • Keep up to date with Citizens Advice Aims, policies and procedures and ensure these are followed.
  • Ensure that work reflects and supports the Citizens Advice service’s equality, diversity and inclusion strategy.
  • Abide by health and safety guidelines and share responsibility for your own health and safety and that of colleagues.
  • Identify own learning and development needs and take steps to address these with your Line Manager, including engaging in team meetings and supervision sessions.
  • Carry out any other tasks within the scope of the post to ensure the effective delivery and development of the service.

To read the full job description and to apply, please click here.

Deadline: 17 January 2024.

Interviews: W/C 24 January 2023 on Teams.

Contact Details: recruitment@caliverpool.org.uk.

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