Specialist Debt Helpline Triage Advisor (Part-time, Fixed-term) - Citizens Advice Bureau West Lothian

The Specialist Debt Helpline Pilot project aims to open up the high quality, free, impartial advice that the CAB network currently offers beyond our existing clients to a wider demographic and volume of people in Scotland, ensuring that everyone can access debt advice in a convenient way. This will enable an early resolution for many individuals. The pilot explores the extent to which complex debt cases can be handled remotely.

The Helpline aims to assist clients with debt by offering 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.

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 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.

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 well organised. 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. The Helpline team is run across several sites so you will need to be comfortable working remotely from the rest of the team, either in a CAB office or from home.