Citizens Advice Bury & Bolton (CABB) is a leading provider of legal advice and information, supporting thousands of clients every year. We are a busy, client focused and dynamic service with a track record of delivering high quality advice face to face, over the phone and digitally.
This role is part of an exciting new national project – Consumer Energy Debt Advice (CEDA) service, which is a fully digital (primarily telephone, with possible scope for webchat delivery in future) debt advice service for clients who present with at least one form of energy debt.
There’s no ‘average’ call – advice is tailored, and each client is treated equally. It can sometimes be a challenging role, but you will be fully trained and supported, working as a key part of an approachable and supportive team in a rewarding environment.
This is a fantastic opportunity for personal and professional development, where you will be fully trained and supported in this role, both through national ‘classroom’ based training, on the job shadowing and internal training, and other development opportunities, including opportunities to obtain the Certificate in Money Advice Practice (CertMAP); the leading debt advice qualification for debt advisers in England, Wales and Northern Ireland.
While some knowledge and experience in advice is desirable, it is not essential due to the training provided.

About you:

• Excellent interpersonal skills to engage with a diverse range of clients,
• Organisational skills with the ability to adapt, prioritise deadlines and competing tasks in a fast-paced environment,
• A genuine passion for continual professional development,
• Be empathetic and compassionate,
• Be resilient and adaptable.

Key Tasks within this role include;

• Provide high quality money & energy debt advice to clients (specific KPIs to be established), advising clients on sustainable budgeting, income maximisation and money management, in line with Financial Conduct Authority (FCA) guidance.
• Guide and empower clients – explaining options and implications to help clients make informed decisions about their next steps.
• Provide energy efficiency advice to clients – assisting them to reduce energy consumption tailored to their needs and providing up to date advice on supplier energy tariffs and procedures.
• Support client to maximise household income – referring for additional/ ongoing support in line with referral pathways. Communicate and negotiate with creditors to achieve sustainable repayment agreements.
• Support client to apply for assistance, charitable grants and make appropriate referrals where appropriate.
• Process charitable applications, collect and review evidence.
• Maintain clear case records for the purpose of continuity of casework, information retrieval, and statistical monitoring and report preparation (using national case management system, Casebook).

• Provide high quality money & energy debt advice to clients (specific KPIs to be established), advising clients on sustainable budgeting, income maximisation and money management, in line with Financial Conduct Authority (FCA) guidance.
• Guide and empower clients – explaining options and implications to help clients make informed decisions about their next steps.
• Provide energy efficiency advice to clients – assisting them to reduce energy consumption tailored to their needs and providing up to date advice on supplier energy tariffs and procedures.
• Support client to maximise household income – referring for additional/ ongoing support in line with referral pathways. Communicate and negotiate with creditors to achieve sustainable repayment agreements.
• Support client to apply for assistance, charitable grants and make appropriate referrals where appropriate.
• Process charitable applications, collect and review evidence.
• Maintain clear case records for the purpose of continuity of casework, information retrieval, and statistical monitoring and report preparation (using national case management system, Casebook)