Multi-Channel Debt Triage Advisor (Fixed Term) - Citizens Advice Bureau West Lothian

The role: Citizens Advice Bureau West Lothian has secured funding to develop and enhance our existing Debt Advice service in order to support clients with debt issues including those who may be suffering as a result of the current economic downturn.

The Debt Team aims to assist clients with debt by offering a specialist, personalised information and support service from signposting to enable self-help through to supporting clients to make informed choices as to how to manage their debt, and support with statutory debt remedies that may be available based on the client’s individual circumstances.

About the job

We are looking for a client-focused individual with experience of providing debt advice, to join us as Multi Channel Debt Triage Adviser within the Debt Team. In this role you will use telephony and webchat as well as seeing clients face-to-face at first point of contact on debt issues to ensure they get the advice, information and support needed.

To succeed, you will need relevant experience and knowledge of debt together with the ability to analyse the client’s overall debt position and offer early intervention advice and support together with the ability to recognise when to refer onto specialist debt help. In addition you will work alongside a specialist debt adviser.

You will have an awareness of the current welfare benefit system including Universal Credit.

You will have strong oral and written communication skills. We are also looking for a proven ability to work effectively and in a well organised manner. Proficiency in using a range of IT tools to carry out your work, including case management systems, online forms and Microsoft Office applications is essential.

Committed, results-driven and supportive to the needs of others, you will be able to work well within a team and have a willingness to follow and develop agreed procedures.