top of page

Money Advice Caseworker

Hybrid – Remote and Office based, flexible options available across Liverpool, St Helens and Warrington



Closing date:

17 January 2024 at 17:00:00

£28,111 FTE



35 Hours Per Week - Part time roles available

About the Role

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

  • 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.



  • Qualified MaPS accredited Money Advice Caseworker

  • Effective oral & written communication skills with emphasis on negotiation, representing and preparing reviews, reports & correspondence.

  • Ability to prioritise own work, meet deadlines and targets, manage caseload, monitor and maintain own standards.

  • Ability to use IT Systems in the provision of advice, Case Recording, preparation of reports and submissions.

  • Understanding of the importance of social policy work / key current social issues, and their impact on clients.

  • Experience of achieving performance and quality targets/KPIs.

  • Ability and willingness to undertake training and development to comply with MaPS Caseworker accreditation.

  • Numerate to the level required by the tasks.

  • Ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.

  • Ability and willingness to work as part of a team.

  • Understanding of and commitment to the aims and principles of the Citizens Advice service and its equal opportunities policies.


  • Knowledge and experience of giving Debt Advice to clients and working to quality standards and Funders requirements.

  • Institute of Money Advisers Certificate in Money Advice Practice or MaPS accreditation equivalent.

  • To be appointed as a Money Advice Caseworker, you will need to have knowledge and experience of complex debt casework, covering priority and non-priority debt advice, options and insolvency solutions

How to Apply

Please fill out application form provided

About us

Citizens Advice Liverpool in partnership with Citizens Advice St Helens and Citizens

Advice Warrington are delivering a Welfare Benefits, Debt and Budgeting Advisory Service to Torus Housing tenants.

The Money Advice Caseworker is responsible for delivering a comprehensive Debt and Budgeting Advisory Service to individuals and families facing financial difficulties. The Caseworker will provide expert advice and guidance to clients in managing their debts through complex debt casework, covering priority and nonpriority debt advice, options and insolvency solutions. To excel against targets in the provision of an effective supported Money Advice debt casework service that is compliant against quality standards including the MaPS quality of advice framework and is essential that the correct candidate is a qualified MaPS accredited Money Advice Caseworker ; ensuring that clients receive their full entitlement to all benefits, receive appropriate financial capability support and experience a positive customer experience from Citizens Advice Liverpool and partners

bottom of page